Currently remoteDescription:Duties will include a primary support function associated with service desk functionality and will have key responsibilities associated with development of support and training materials to be used to provide direct training to staff both one-on-one situations, and in group environments.Direct support of customers over the phone will be a primary function of this role as well as hands on support for the client staff and partners being required of this contractor as they resolve daily user issues covering a wide range of application support tasks related to the client Child Welfare Information Systems including client Electronic Statewide Automated Child Welfare Information System, SYNC, KCTS, client Information and Support Portal, and WANDA. This contract staff will be key in this role to troubleshooting and resolving users issues quickly and successfully on first contact whenever possible and collaborating with internal and vendor technical support to resolve or document technical solutions.Project Details (project overview, who the contractor will work with, soft skills needed, etc.):The client Electronic Statewide Automated Child Welfare Information System is the child welfare case management system of record for the client. It is used by Child Welfare Professionals across 72 counties, contracted agencies, client staff and Tribal partners. In addition to Electronic Statewide Automated Child Welfare Information System, ancillary systems including SYNC (Provider Portal), KCTS (Tribal Kinship Care Tracking System), Client Information and Support Portal (Youth Portal), and WANDA (Domestic Abuse grant management) support the work of helping move closer to a vision of all children and youth are safe and loved members of thriving families and communities.This role will work with staff from client and the development vendor for Child Welfare applications to troubleshoot and resolve technical issues, client program staff to resolve policy questions, and the Child Welfare Application Product Manager to help identify common issues that should be considered for prioritization.Success in this role will require the ability to provide excellent customer service so that callers feel heard, supported, and walk away glad they contacted the service desk regardless of the outcome. This role will need to take the initiative to research available training and technical documentation and use the system to find answers and know when to pull in additional support in order to resolve issues in a timely manner.Top Skills:Experience supporting online case management applicationsExperience with Jira Service Management softwareTroubleshooting customer issues to find a timely resolutionNotes:This position is currently remote. However, position status is subject to change. (90% remote 10% onsite as needed)Candidate must be available to perform all work during the Central Standard Time (CST) business hours 9:00 am – 3 pm (or CST hours as defined by the hiring manager) VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Duties will include a primary support function associated with service desk functionality and will have key responsibilities associated with development of support and training materials to be used to provide direct training to staff both one-on-one situations, and in group environments.Direct support of customers over the phone will be a primary function of this role as well as hands on support for the client staff and partners being required of this contractor as they resolve daily user issues covering a wide range of application support tasks related to the client Child Welfare Information Systems including client Electronic Statewide Automated Child Welfare Information System, SYNC, KCTS, client Information and Support Portal, and WANDA. This contract staff will be key in this role to troubleshooting and resolving users issues quickly and successfully on first contact whenever possible and collaborating with internal and vendor technical support to resolve or document technical solutions.Project Details (project overview, who the contractor will work with, soft skills needed, etc.):The client Electronic Statewide Automated Child Welfare Information System is the child welfare case management system of record for the client. It is used by Child Welfare Professionals across 72 counties, contracted agencies, client staff and Tribal partners. In addition to Electronic Statewide Automated Child Welfare Information System, ancillary systems including SYNC (Provider Portal), KCTS (Tribal Kinship Care Tracking System), Client Information and Support Portal (Youth Portal), and WANDA (Domestic Abuse grant management) support the work of helping move closer to a vision of all children and youth are safe and loved members of thriving families and communities.This role will work with staff from client and the development vendor for Child Welfare applications to troubleshoot and resolve technical issues, client program staff to resolve policy questions, and the Child Welfare Application Product Manager to help identify common issues that should be considered for prioritization.Success in this role will require the ability to provide excellent customer service so that callers feel heard, supported, and walk away glad they contacted the service desk regardless of the outcome. This role will need to take the initiative to research available training and technical documentation and use the system to find answers and know when to pull in additional support in order to resolve issues in a timely manner.Top Skills:Experience supporting online case management applicationsExperience with Jira Service Management softwareTroubleshooting customer issues to find a timely resolutionNotes:This position is currently remote. However, position status is subject to change. (90% remote 10% onsite as needed)Candidate must be available to perform all work during the Central Standard Time (CST) business hours 9:00 am – 3 pm (or CST hours as defined by the hiring manager)
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Posted (Mar 26, 2026)
POSITION SUMMARY:This position works as a member of the IT Service Desk team, under the ...