Child SupportHelp Desk Analyst
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Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Job ID: NC-797436 ()
Hybrid/Local Child Support/Help Desk Analyst with Salesforce (must) case/phone support ServiceNow SharePoint Jira Child Welfare/CWIS/PATH NC experience
Location: Raleigh NC (NCDHHS-NCFAST)
Duration: 7 Months
Skills:
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
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
Description:
Provides advanced functional support for the PATH NC 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 PATH NC 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 PATH NC 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
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