The client Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of the client application issues.OverviewApplication/Production Support role for the Child Welfare/client application.Provides assistance to external customers and service providers using the system.Requires strong customer service skills.A working knowledge of the client’s Child Welfare program is highly desired.Focuses on application support rather than hardware.Requires moderate technical and troubleshooting experience.Operations & Maintenance (O&M) Support ResponsibilitiesMonitor and address the client issues that front-line Help Desk staff cannot resolve.Diagnose issues to determine root causes.Resolve isolated problems when possible.Escalate broader or system-level issues to the development team as needed.Technical & Cross-Team CollaborationWork closely with business and technical teams to troubleshoot and analyze issues.Reproduce, isolate, and document complex problems.Provide resolutions using temporary process changes and support testing of fixes and patches.Assist with staging or test environment setup when required.Recommend product or process improvements based on observed trends or patterns.Coordination & CommunicationServe as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.Support the coordination, budgeting, approval, and implementation of system change requests.Skill - Required / Desired - Amount of ExperienceExperience and knowledge of browser-based applications. - Required - 3 YearsExperience researching, analyzing and interpreting automated system problems. - Required - 5 YearsExperience working in an Application Support-based (not hardware) help desk environment. - Required - 3 YearsWorking knowledge of social services and Child Welfare program. - Desired - 2 YearsBroad knowledge of the client application and functionality. - Desired - 1 YearsExperience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. - Required - 3 YearsNotes:Hybrid. Onsite work expected at least 2 days per week.
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