NCDHHS – Service Support Analyst- Mid Level

Overview

• Application/Production Support role for the Child Welfare/PATH NC application.
• Provides assistance to external customers and service providers using the system.
• Requires strong customer service skills.
• A working knowledge of North Carolina’s Child Welfare program is highly desired.
• Focuses on application support rather than hardware.
• Requires moderate technical and troubleshooting experience.

Operations & Maintenance (O&M) Support Responsibilities

• Monitor and address county issues that front-line Help Desk staff cannot resolve.
• Diagnose issues to determine root causes.
• Resolve isolated problems when possible.
• Escalate broader or system-level issues to the development team as needed.

Technical & Cross-Team Collaboration

• Work closely with business and technical teams to troubleshoot and analyze issues.
• Reproduce, isolate, and document complex problems.
• Provide resolutions using temporary process changes and support testing of fixes and patches.
• Assist with staging or test environment setup when required.
• Recommend product or process improvements based on observed trends or patterns.

Coordination & Communication

• Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
• Support the coordination, budgeting, approval, and implementation of system change requests.