Service Support Analyst- Senior Level

Job Details

• Job Title: Service Support Analyst - Senior Level

• Client Industry: Leading Government Organization

• Location: Raleigh, NC

• Duration: 12 Months (High potential for extension)

• Employment Type: Contract

• Work Arrangement: Hybrid (Onsite 2 days per week)

• Interview Format: In-person

Key Responsibilities

• Oversee and support the resolution of complex issues escalated beyond front-line Help Desk capabilities.

• Perform advanced diagnostics to determine systemic or multi-layer root causes and lead resolution efforts for high-severity problems.

• Partner closely with business owners, architecture teams, developers, QA, and stakeholders to analyze and resolve complex application problems.

• Reproduce, isolate, and document high-complexity defects, system behavior anomalies, and performance issues.

• Recommend strategic product, workflow, or process improvements based on long-term trend analysis.

• Mentor junior team members and foster cross-team knowledge sharing.

Required Skills

• 7+ years of experience and knowledge of browser-based applications.

• 7+ years of experience researching, analyzing, and interpreting automated system problems.

• 7+ years of experience in phone-based Customer Service focused roles, with the ability to respond quickly to complex inquiries.

• 6+ years of experience working in an Application Support-based (not hardware) help desk environment.

Preferred Skills

• 5+ years of working knowledge of social services and related programs.

• 1+ year of working knowledge of the specific enterprise application and functionality.

Best regards,