Need Only Local To North Carolina- Help Desk Analyst

- 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.