Lead User Support Specialist
Lead User Support Specialist
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$ 67900 - 101851
1 Vacancy
Job Description
Description of Work
- Are you ready to take the next step in your careerDiscover why NCDIT is the ideal destination for your professional growth Why Work for NCDIT.We are seeking a dynamic and skilledLead User Support Specialistto join our Government Data Analytics Center (GDAC) Production Services team.The position is designated Statutory Exempt and is exempt from the State Human Resources Act.This vacancy is open to current North Carolina state government and current UNC System employees only or previous NC state government and UNC System employees with unexpired RIF priority reemployment rights.
In this crucial role youll oversee daytoday operational work and coordinate closely with the GDAC Production Services Manager to ensure proper resourcing for all tasks assigned to the teams analysts. As a Lead User Support Specialist youll play an integral role in supporting datadriven operations across various criminal justice and government agencies throughout North Carolina. Your expertise will directly impact the effectiveness and efficiency of critical government systems that serve our states citizens. Join our team and make a difference in the technological landscape of North Carolinas government operations!
Areas of Responsibility
Team Leadership & Coordination
- Provide operational oversight for IT Business Analysts on the GDAC Production Services Team
- Prioritize workload and ensure proper resourcing for all GDAC applications
- Conduct weekly reviews of open ServiceNow and SAS Jira tickets
- Oversee continuous operational support of GDAC applications
User Support
- Serve as Lead Tier 3 support handling complex issues and performing deeper analysis of data issues
- Function as an expert resource for the entire GDAC portfolio with thorough understanding of all applications
- Collaborate with support teams and business owners to maintain operations
- Oversee GDAC Run Book maintenance to ensure comprehensive documentation
- Provide 247 oncall support on a rotational basis
Production Support
- Ensure all GDAC systems are functioning and available for stakeholders
- Lead weekly SAS Operations Meetings and facilitate Root Cause Analysis documentation
- Resolve complex production issues using tools like SAS Enterprise Guide SAS Viya and Tableau
- Coordinate with vendors and data agencies to implement technology changes
- Monitor data loads and troubleshoot missing data issues
Data Management
- Analyze data to assist in decisionmaking for all GDAC applications
- Coordinate with data agencies regarding receipt of data and troubleshooting
- Develop and support data queries for analysis and reporting
- Analyze data mismatches and work with data stewards to correct information
- Gather business requirements for production application enhancements
Business Analysis & Operationalization
- Operationalize new applications working closely with stakeholders and developers
- Translate business requirements into technical requirements
- Develop and implement organizational procedures to support production activities
- Conduct research on emerging technologies and consult with functional area leaders
About the OrganizationThe N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies as well as schools colleges and universities. NCDITs mission is to enable trusted businessdriven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable highspeed internet.
As NCDITs services reach North Carolina residents from all backgrounds we believe that our workforce should reflect the demographics of the state. The workforce is our most valuable asset to recognize understand and meet the IT needs of our constituents across North Carolina. Our agencys culture is derived through the implementation of thoughtful practical innovative and datadriven strategies. We are an Employment First state ensuring that people with disabilities have equal opportunities to succeed in the state government workplace (Executive Order 92). NCDIT supports recent executive orders to address pay equity for women (Executive Order 93) establish paid parental leave for birth adoption and foster care (Executive Order 95) and implement fair chance policies (Executive Order 158). NCDIT also has several initiatives designed to help past and current military personnel and their spouses find rewarding careers with us. Join a team that welcomes values respects and supports all members of our work community.
If you have student loans becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit to learn more. Knowledge Skills and Abilities / Competencies
Resumes/CVs are intended to be used as a complement to an application. Generally resumes/CVs are lacking the detail and breadth of an applicants full education and work history so applicants should complete the application with more detail than what their resume contains to show that they meet both the Education Requirements and ALL Knowledge Skills and Abilities (KSAs) listed below in order to qualify. Click these links for additional information:Introduction to the Job ApplicationandAddressing Knowledge Skills and Abilities. (Note: These links refer to Dept. of Public Safety process; this process is the same for Dept. of Information Technology.)
To qualify for this position applicants must document on the application that they possess ALL of the following:
- User support experience in an enterprise or large company environment resolving technical issues often needing consultation and troubleshooting
- Experience understanding and/or interpreting business requirements preferably to address technical issues while aligning with business needs
- Experience performing business and/or data analysis to deliver actionable insights
- Experience supporting user administration activities in identification and access management systems (IAM) such as NCID (e.g. authorizing and establishing new users supporting existing users terminating accounts)
The following Management Preferences are not required but applicants that possess these skills are preferred:- ServiceNow JIRA Tableau Microsoft Excel and SAS experience
This position will have access to data within the Division of Criminal Information Network (DCIN); and as such NC Administrative Code 14B NCAC 18A.0401 mandates that prior to receiving and/or maintaining certification as a DCIN user applicants:1) Shall be a citizen of the United States
2) Shall be at least 18 years of age
3) Shall agree to a fingerprintbased background search
Minimum Education and Experience Requirements
Some state job postings say you can qualify by an equivalent combination of education and experience. If that language appears below then you may qualify through EITHER years of education OR years of directly related experience OR a combination of both. See theEducation and Experience Equivalency Guidefor details.
Bachelors degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the positions role
OR
Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the positions role
OR
High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the positions role; or an equivalent combination of education and experienceSupplemental and Contact Information
The North Carolina Department of Information Technology (DIT) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws state laws and Executive Orders.
- The Department of Information Technology will not accept See Resume or inserted text resumes in lieu of all work experience and education completed on the application.
- Employment at NCDIT is contingent upon a satisfactory background check.
- Applicants seeking Veterans Preference must attach a DD form 214 Certificate of Release or Discharge from Active Duty along with your application.
- Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if you are a current member of the NC National Guard in good standing. If you are a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions you must attach either a DD256 or NGB 22.
- Applicants applying for positions that require specific coursework must upload and attach a copy of the transcript with their application.
- Applicants with relevant professional certifications to the posted job must attach proof of active certification along with the information in the Certificates and Licenses section.
- If applicants earned college credit hours but did not complete a degree program they must attach an official transcript to each application to receive credit for this education.
- If applicants earned a foreign degree foreign degrees require an official evaluation for U.S. equivalency and must be submitted to Human Resources for verification. There are several organizations that perform this specialized service feel free to use any service of your choosing. The National Association of Credential Evaluation Services (NACES) has several options on their website that can provide credential verification:
HYBRID/FLEXIBLE WORK SCHEDULES:
At NCDIT we are dedicated to fostering a collaborative and flexible work environment offering a hybrid remote work option for positions that are conducive to remote flexibility. If you do not currently reside within a reasonable commuting distance of the assigned duty station new hires are granted up to 120 days from their start date to relocate. This relocation ensures the ability to work onsite multiple days per week. If youre eager to contribute to a dynamic workplace we encourage you to apply!
COMPENSATION & BENEFITS:
The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options standard and supplemental retirement plans and the NCFlex program (numerous highquality lowcost benefits on a pretax basis). Employees also receive paid vacation sick and community service leave. In addition paid parental leave is available to eligible employees.
Some highlights include:
- The best funded pension plan/retirement system in the nation according to Moodys Investors Service
- Twelve (12) holidays/year
- Fourteen (14) vacation days/year which increase as length of service increases and accumulate yeartoyear
- Twelve (12) sick days/year which are cumulative indefinitely
- Longevity pay lump sum payout yearly based on length of service
- 401K 457 and 403(b) plans
Learn more about employee perks/benefits:
To apply for this position please click the Apply link above (on the Government Jobs website) or visit to complete an online application.
Due to the volume of applications received we are unable to provide information regarding the status of your application over the phone. To check the status of your application please log in to your account and click Application Status. If you are selected for an interview you will be contacted by management. If you are no longer under consideration you will receive an email notification. If there are any questions about this posting other than your application status please contact:
NCDIT Human Resources
Shaun Osborne
For technical issues with your application please call the Applicant Support Help Line at.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
