Highlights
Application/Production Support Help Desk Senior Analyst to help spearhead production. expert-level guidance to external customers, county leadership, and service.
Numbers & Facts
| Location | Raleigh, NC |
| Industry | Staffing/Employment Agencies |
| Salary | $28.15 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | http://www.lancesoft.com/ |
Description
Description:
CWS/PATH NC Help Desk requires the services of an
Application/Production Support Help Desk Senior Analyst to help spearhead production
support analysis and resolution of PATH NC issues.
Overview
Senior
Application/Production Support role for the Child Welfare/PATH NC application.
Provides
expert-level guidance to external customers, county leadership, and service
providers using the system.
Requires
advanced customer service, analytical, and leadership capabilities.
Extensive
knowledge of North Carolina s Child Welfare program and related operational
processes is strongly preferred.
Focuses
on high impact application support, system reliability, and proactive issue
prevention rather than hardware.
Requires
advanced technical proficiency, deep troubleshooting expertise, and the ability
to mentor and guide junior staff.
Operations & Maintenance (O&M) Support
Responsibilities
Oversee
and support resolution of complex county issues escalated beyond front-line
Help Desk capabilities.
Perform
advanced diagnostics to determine systemic or multi layer root causes.
Lead
resolution efforts for high-severity or cross-county problems.
Identify,
classify, and escalate critical application or infrastructure issues to
development and leadership teams.
Provide
strategic recommendations for improving operational stability and reducing
recurring issues.
Technical & Cross-Team Collaboration
Partner
closely with business owners, architecture teams, developers, QA, and cross agency
stakeholders to analyze and resolve complex problems.
Reproduce,
isolate, and document high complexity defects, system behavior anomalies, and
performance issues.
Recommend
strategic product, workflow, or process improvements based on long-term trend
analysis and emerging patterns.
Mentor
junior team members and foster cross team knowledge sharing.
Coordination &
Communication
Act
as a liaison between Business, Program Management, System Development, A&I
Technical Architecture, county leadership, and other partners.
Support
the coordination and implementation of system change requests.
Communicate
impact assessments, risk evaluations, and proposed solutions to leadership and
stakeholders.
CWS/PATH NC Help Desk requires the services of an
Application/Production Support Help Desk Senior Analyst to help spearhead production
support analysis and resolution of PATH NC issues.
Overview
Senior
Application/Production Support role for the Child Welfare/PATH NC application.
Provides
expert-level guidance to external customers, county leadership, and service
providers using the system.
Requires
advanced customer service, analytical, and leadership capabilities.
Extensive
knowledge of North Carolina s Child Welfare program and related operational
processes is strongly preferred.
Focuses
on high impact application support, system reliability, and proactive issue
prevention rather than hardware.
Requires
advanced technical proficiency, deep troubleshooting expertise, and the ability
to mentor and guide junior staff.
Operations & Maintenance (O&M) Support
Responsibilities
Oversee
and support resolution of complex county issues escalated beyond front-line
Help Desk capabilities.
Perform
advanced diagnostics to determine systemic or multi layer root causes.
Lead
resolution efforts for high-severity or cross-county problems.
Identify,
classify, and escalate critical application or infrastructure issues to
development and leadership teams.
Provide
strategic recommendations for improving operational stability and reducing
recurring issues.
Technical & Cross-Team Collaboration
Partner
closely with business owners, architecture teams, developers, QA, and cross agency
stakeholders to analyze and resolve complex problems.
Reproduce,
isolate, and document high complexity defects, system behavior anomalies, and
performance issues.
Recommend
strategic product, workflow, or process improvements based on long-term trend
analysis and emerging patterns.
Mentor
junior team members and foster cross team knowledge sharing.
Coordination &
Communication
Act
as a liaison between Business, Program Management, System Development, A&I
Technical Architecture, county leadership, and other partners.
Support
the coordination and implementation of system change requests.
Communicate
impact assessments, risk evaluations, and proposed solutions to leadership and
stakeholders.
About Company
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.