On-Site Support Analyst

Required Skills:

• Ability to understand the Salesforce platform quickly.
• Troubleshooting: Diagnosing and resolving CWIS issues.
• Communication: Effectively communicating with social workers, IT staff, and management.
• Training and Support: Training end-users, training development, and providing ongoing support.
• Empathy and Patience: Demonstrating understanding and patience with users.
• Documentation: Keeping detailed records of issues, resolutions, and feedback.

Expected Deliverable(s):

• On-Site Support will be the first point of contact for NC Child Welfare Information System (CWIS) users who have questions or experience issues with PATH NC after they have exhausted self-help methods.
• Roaming on-site support will be offered on-site for up to 2 weeks following each rollout.
• On-Site Support tracks and manages county questions and issues.
• Questions and issues that can be addressed by On-Site Support are answered and communicated to the user directly.
• Questions and issues that cannot be answered by On-Site Support independently are escalated to the Child Welfare Help Desk.
• On-Site Support provides guidance to Help Desk POCs on how to submit a Help Desk ticket via phone or the ServiceNow portal.
• If there is downtime, On-Site Support staff will be required to support other training activities, such as end-user training, training development (materials, quick reference guides, etc.), and other ongoing support.
• Contractor's services will be on-site at client offices, at various locations to be determined by the client.