Seeking for an Service Support Analyst to provide senior-level application and production support for the Child Welfare/PATH application. This role focuses on complex application troubleshooting, root-cause analysis, issue resolution, customer support, and system reliability.
Responsibilities:
Provide advanced support for browser-based enterprise applications.
Investigate and resolve complex issues escalated from the Help Desk.
Perform advanced troubleshooting, diagnostics, and root-cause analysis.
Resolve and escalate high-severity or cross-county application issues.
Reproduce, isolate, and document application defects and performance issues.
Collaborate with business teams, developers, QA, architects, and county stakeholders.
Analyze recurring issues and recommend system, workflow, and process improvements.
Support system change requests and communicate risks and impacts.
Provide expert-level customer support to county users and service providers.
Mentor junior support staff and promote knowledge sharing.