Job Description
CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk Senior Analyst to help spearhead production support analysis and resolution of PATH NC issues.
Overview
Overview
- Senior Application/Production Support role for the Child Welfare/PATH NC application.
- Provides expert-level guidance to external customers, county leadership, and service providers using the system.
- Requires advanced customer service, analytical, and leadership capabilities.
- Extensive knowledge of North Carolina's Child Welfare program and related operational processes is strongly preferred.
- Focuses on high impact application support, system reliability, and proactive issue prevention rather than hardware.
- Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.
- Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities.
- Perform advanced diagnostics to determine systemic or multi layer root causes.
- Lead resolution efforts for high-severity or cross-county problems.
- Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
- Provide strategic recommendations for improving operational stability and reducing recurring issues.
- Partner closely with business owners, architecture teams, developers, QA, and cross agency stakeholders to analyze and resolve complex 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 and emerging patterns.
- Mentor junior team members and foster cross team knowledge sharing.
- Act as a liaison between Business, Program Management, System Development, A&I Technical Architecture, county leadership, and other partners.
- Support the coordination and implementation of system change requests.
- Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.
| Skill | Required | Required Experience | Candidate Experience | Last Used |
| Experience and knowledge of browser-based applications. | Required | 7 | Years | |
| Experience researching, analyzing and interpreting automated system problems. | Required | 7 | Years | |
| Experience working in an Application Support-based (not hardware) help desk environment. | Required | 6 | Years | |
| Working knowledge of social services and Child Welfare program. | Highly desired | 5 | Years | |
| Working knowledge of the PATH NC application and functionality. | Highly desired | 1 | Years | |
| Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. | Required | 7 | Years |
| Questions | Questions | Answers |
| Question 1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? | |
| Question 2 | The selected candidate will be required ONSITE 2 days per week. Do you agree to this requirement? | |
| Question 3 | Your candidate must be able to attend an in-person interview. Do you agree to this requirement? | |
| Question 4 | What is your candidate's email address? | |
| Question 5 | How soon can your candidate start if selected for this opportunity? | |
| Question 6 | Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req? | |
| Question 10 | Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement? |
Numbers & Facts
| Location | Raleigh, NC |
| Industry | Computer/IT Services |
| Company Size | 100 to 499 employees |
| Year Founded | 1997 |
| Website | https://www.tscti.com/careers-0 |
About Company
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Skills
- Analysis Skillsunmatched
- Business Architectureunmatched
- Change Requests/Ordersunmatched
- Child Protection/Welfareunmatched
- Community and Social Servicesunmatched
- Customer Support/Serviceunmatched
- Help Deskunmatched
- Identify Issuesunmatched
- Leadershipunmatched
- Mentoringunmatched
- Operational Improvementunmatched
- Operations Processesunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Production Supportunmatched
- Project/Program Managementunmatched
- Quality Assuranceunmatched
- Risk Analysisunmatched
- Social Workunmatched
- Software Administrationunmatched
- Systems Reliabilityunmatched
- Trend Analysisunmatched
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