NC FAST/CWS requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of NC FAST provider issues.

This is an Application/Production Support position where selected candidates will support the CWS/PATH NC application by assisting outside customers/service providers who are accessing the system. This role also requires a high level of customer experience and is not a hardware-based help desk role.

This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating provider issues to development staff.

These positions work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be referred to specialized business/policy staff, software developers, and/or client implementation specialists. Positions work with multiple groups to work through complex issues that include replicating, isolating, and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with the setup of staging or test environments. Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will be a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved, and implemented.

Required/Desired Skills Skill Required /Desired Amount of Experience Experience and knowledge of browser-based applications. Required 3 Years Experience researching, analyzing and interpreting automated system problems. Required 5 Years Experience working in a Application/Production Support based (not hardware) help desk environment. Required 3 Years Working knowledge of social services and subsidized Child Care / Providers. Desired 3 Years Broad knowledge of the CWIS/PATH NC application and functionality. Desired 3 Years Experience writing and running SQL queries. Desired 5 Years Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years Questions No. Question Question1 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 accept this requirement? Question2 All work must be completed on site at the manager's discretion. Do you accept this requirement? Question3 Some local travel may be required in performance of the work. Do you accept this requirement? Question4 Please list candidate's email address HERE that will be used when submitting E-RTR. Question5 LOOKING FOR IMMEDIATE HIRE. Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment. Question6 Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement? Question7 Vendor must notify the agency if any portion of the requirements listed in this task order are to be outsourced to other countries. Do you accept this requirement? Question8 Candidates submitted above the bill rate of - will not be considered. Do you accept this requirement? Question9 Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?