On Site Support Analyst

About Apexon:

Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Apexon brings together distinct core competencies in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering, and UX, along with deep expertise in BFSI, healthcare, and life sciences, helping businesses capitalize on the unlimited opportunities digital offers.

Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients' toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We enable #HumanFirstDIGITAL

We are hiring for an NC CWIS On Site Support Analyst opportunity.

Role: On Site Support Analyst

Location: Raleigh, NC 27603 (Onsite)

Travel Requirement: Travel to NC DSS offices throughout North Carolina

Position: 6

Work Schedule:

• Part time assignment operating on a 6 week rotation
• 2 weeks onsite (Billable)
• 4 weeks off (Non Billable)
• Sunday travel required at the beginning of each onsite assignment

Role Overview:

We are seeking an NC CWIS On Site Support Analyst to provide onsite support for the (CWIS). The ideal candidate will serve as the primary point of contact for end users following system rollouts, providing issue resolution, user support, training assistance, and coordination with the Child Welfare Help Desk. This role requires excellent communication, troubleshooting, documentation, and customer support skills, along with the ability to quickly learn the Salesforce platform.

Key Responsibilities:

• Serve as the first point of contact for (CWIS) users following system rollout
• Provide onsite support for up to two weeks after each county implementation
• Troubleshoot and resolve user issues related to PATH NC and Salesforce applications
• Escalate unresolved issues to the Child Welfare Help Desk
• Guide users on submitting ServiceNow or phone based Help Desk requests
• Track, document, and manage user questions, issues, and resolutions
• Maintain accurate documentation of incidents, resolutions, and user feedback
• Provide end user training and ongoing application support
• Assist with training material development, quick reference guides, and user documentation
• Support additional training activities during periods of downtime
• Collaborate with social workers, IT staff, Help Desk personnel, and project teams
• Travel to NC DSS offices throughout North Carolina as required

Required Skills:

• Ability to quickly learn and support the Salesforce platform
• Strong troubleshooting and problem solving skills
• Excellent verbal and written communication skills
• Experience providing end user support
• Experience delivering user training and developing training materials
• Strong documentation skills
• Ability to maintain detailed records of issues and resolutions
• Excellent customer service skills
• Empathy, patience, and the ability to support users effectively

Preferred Skills:

• Understanding of Child Welfare processes
• Familiarity with Child Welfare policies and procedures
• Experience supporting government or public sector applications
• Experience with ServiceNow
• Salesforce application support experience

Expected Deliverables:

• Onsite User Support
• Issue Tracking and Resolution
• Help Desk Escalation Support
• User Guidance and Assistance
• End User Training
• Training Materials
• Quick Reference Guides
• Documentation of Issues and Resolutions
• Ongoing Operational Support

Education Requirement:

Bachelor's degree in Information Technology, Computer Science, Business, Social Services, or a related field preferred. Equivalent professional experience will also be considered.

Our Commitment to Diversity & Inclusion:

Did you know that Apexon has been Certified by Great Place To Work in multiple global regions? Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to employees and applicants without regard to gender, race, color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by law.

Our Commitment to Environment:

Actively contribute to Apexon''s commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.

Our Perks and Benefits:

Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning experience, and provide care and support for you and your loved ones.

We also offer:

• Health Insurance with Dental & Vision
• 401K Plan
• Life Insurance, STD & LTD
• Paid Vacations & Holidays
• Continuous Skill Based Development and Career Advancement Opportunities

Job Location :

Raleigh , NC 27603 ( Onsite )