Service Support Analyst
DataStaff, Inc. is in need of a Service Support Analyst for a long-term contract opportunity with one of our direct clients in Raleigh, NC.
* This position is hybrid; 2 days/week are onsite
Responsibilities:
- 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.
- Focuses on application support rather than hardware.
- Requires moderate technical and troubleshooting experience.
- Monitors and addresses 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.
- 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.
- 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.
Required Skills:
- 3 Years - Experience and knowledge of browser-based applications.
- 5 Years- Experience researching, analyzing and interpreting automated system problems.
- 3 Years -Experience working in an Application/Production Support-based (not hardware) help desk environment.
- 3 Years - Experience in phone-based, customer service-focused roles, being able to think and respond quickly to customer questions.
Desired Skills:
- 2 Years - Working knowledge of social services and Child Welfare program.
- 1 Years - Broad knowledge of the PATH NC application and functionality.
This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401K program available for employees after 6 months.