Application Support Agent (Onsite)
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Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Application Support Agent (Onsite)
Location: Raleigh NC
Duration: 07 Months with possible extension
Job Description:
Provides advanced functional support for the Salesforce application helping county & state child welfare staff resolve complex case-processing issues review user actions and get accurate guidance. No hardware or password support.
Essential Duties and Responsibilities:
- Provide Tier 2 support for social services staff encountering case-processing or workflow issues within the Salesforce-based application
- Analyze user activity case data and system behavior to determine root causes of issues
- Guide users in resolving errors through data corrections or by following established process guidance
- Use ServiceNow to manage document and update all assigned support tickets
- Resolve complex issues escalated from Tier 1 and identify when escalation to Tier 3 is warranted
- Reference Jira to review system defects enhancements and items that may impact user workflows
- Use SharePoint to access and apply system documentation job aids and guidance materials
- Document all troubleshooting steps and resolutions clearly and consistently in ServiceNow
- Collaborate with Tier 3 teams and developers to identify recurring issues system defects or improvement opportunities
- Stay current on processes policy updates and system changes
- Communicate professionally with county social services staff supervisors and managers across the state
- Follow established support procedures and contribute to process improvements
Required Knowledge Skills and Abilities:
- Knowledge of application support environments and case-processing workflows
- Strong analytical and problem solving abilities
- Ability to interpret Salesforce system behavior and identify process-related issues
- Proficiency with ServiceNow or similar ticketing systems
- Ability to use SharePoint to locate and interpret documentation
- Strong written and verbal communication skills
- Ability to explain detailed steps clearly to users with varying technical backgrounds
- Experience reviewing or interpreting system defects or enhancements in Jira (preferred)
- Ability to prioritize and manage multiple tickets in a fast-paced support environment
- Ability to work independently while collaborating effectively with Tier 1 Tier 3 and development teams
Minimum Qualifications:
- Associate degree plus experience or bachelors degree required
- Experience in customer service required; experience in application support case processing or related fields (preferred)
- Experience with ServiceNow & Salesforce-based applications (preferred)
- Experience supporting statewide systems or working with county & state child welfare agencies (preferred)
Work Environment
- Support is provided via phone and through the service portal in ServiceNow
- Frequent interaction with Tier 1 agents Tier 3 teams Business development staff and county & state child welfare users
Skills:
| Skill | Required/Desired | Amount | of Experience |
| Experience and knowledge of browser-based applications. | Required | 3 | Years |
| Experience working in a case processing (not hardware) help desk environment. | Required | 3 | Years |
| Experience in phone-based Customer Service focused roles being able to think and respond quickly to customer questions. | Required | 3 | Years |
| Experience with ServiceNow & Salesforce-based applications | Desired | 2 | Years |
| Working knowledge of social services; specifically Child Welfare | Desired | 3 | Years |
| Broad knowledge of the CWIS/PATH NC application and functionality. | Desired | 3 | Years |
