Part-Time CWIS On-Site Technical Support Analyst

Part-Time CWIS On-Site Technical Support Analyst

This is a Part-Time On-Site Position in Raleigh, NC 27603 supporting The State of North Carolina: Child Welfare Division. Only willing to consider candidates local to the Raleigh, NC area.

Number of Available Positions: 6

Salary Target: $60K/YR-$80K/YR (Without Benefits) (Salary is flexible based on the relevant professional experience and background related to the position)

Requirements: Professional experience troubleshooting & resolving issues on the CWIS system

Job Description:

Required Skills

• Ability to understand 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.

Preferred Skills

• Understanding of Child Welfare Processes: Familiarity with child welfare practices, policies, and procedures.

Responsibilities

This is a part-time, on-site support role operating on a 6-week rotation:

• 2 weeks on-site (billable)
• 4 weeks off (non-billable)

You will only bill for the 2 weeks of active on-site support within each 6-week cycle. The 4 weeks between assignments are non-billable.

Travel Requirements

• Sunday travel is required at the start of each on-site assignment.
• Travel to NC DSS offices throughout North Carolina.

Expected Deliverables

• 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 down-time, 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 be On Site at client offices - Various locations to be determined by the client.

Updates

• Contractor''s services be On Site at client offices - Various locations to be determined by the client.
• Other locations the contractor is required to travel to: Travel to NC DSS offices throughout North Carolina.