The client Help Desk requires the services of an Application/Production Support Help Desk Senior Analyst to help spearhead production support analysis and resolution of client application issues.

Overview
Senior Application/Production Support role for the client application.
Provides expert-level guidance to external customers, client leadership, and service providers using the system.
Requires advanced customer service, analytical, and leadership capabilities.
Extensive knowledge of client’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.

Operations & Maintenance (O&M) Support Responsibilities
Oversee and support resolution of complex client 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-client 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.

Technical & Cross-Team Collaboration
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.

Coordination & Communication
Act as a liaison between Business, Program Management, System Development, A&I Technical Architecture, client 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 / Desired - Amount of Experience
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 client 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

Notes:
Hybrid