Senior Service Support Analyst
Location: Raleigh, NC
Duration: 12 Months (Hybrid)
Seeking for an Service Support Analyst to provide senior-level application and production support for the Child Welfare/PATH application. This role focuses on complex application troubleshooting, root-cause analysis, issue resolution, customer support, and system reliability.
Responsibilities:
- Provide advanced support for browser-based enterprise applications.
- Investigate and resolve complex issues escalated from the Help Desk.
- Perform advanced troubleshooting, diagnostics, and root-cause analysis.
- Resolve and escalate high-severity or cross-county application issues.
- Reproduce, isolate, and document application defects and performance issues.
- Collaborate with business teams, developers, QA, architects, and county stakeholders.
- Analyze recurring issues and recommend system, workflow, and process improvements.
- Support system change requests and communicate risks and impacts.
- Provide expert-level customer support to county users and service providers.
- Mentor junior support staff and promote knowledge sharing.
Required Qualifications:
- Experience supporting browser-based/web applications.
- Strong application/production support experience.
- Experience troubleshooting complex automated system and application issues.
- Experience with root-cause analysis, incident escalation, and issue resolution.
- Strong phone-based customer service experience.
- Excellent analytical, communication, and problem-solving skills.