Service Support Analyst

Service Support Analyst, Raleigh, NC, US Service Support Analyst- Mid Level CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues. Overview 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.A working knowledge of North Carolina’s Child Welfare program is highly desired.Focuses on application support rather than hardware.Requires moderate technical and troubleshooting experience. Operations & Maintenance (O&M) Support Responsibilities Monitor and address 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. Technical & Cross-Team Collaboration 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. Coordination & Communication 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. Skill Matrix Experience and knowledge of browser-based applications. Required 3 YearsExperience researching, analyzing and interpreting automated system problems. Required 5 YearsExperience working in an Application Support-based (not hardware) help desk environment. Required 3 YearsWorking knowledge of social services and Child Welfare program. Desired 2 YearsBroad knowledge of the PATH NC application and functionality. Desired 1 YearsExperience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years Benefits At IntelliBee Long-Term Stability: Join us on a multi-year opportunities with room to grow.Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.Future Planning: Enroll in our 401(k) program and invest in your financial security.GC Assistance: We support immediate Green Card processing, if required. Date Posted:11-Sep-2026