Job#: 3027993
Job Description:
Detailed Job Description:
Duties will include a primary support function associated with service desk functionality and will
have key responsibilities associated with development of support and training materials to be
used to provide direct training to staff both one-on-one situations, and in group environments.
Direct support of customers over the phone will be a primary function of this role as well as
hands on support for DCF staff and partners being required of this contractor as they resolve
daily user issues covering a wide range of application support tasks related to Wisconsin Child
Welfare Information Systems including eWiSACWIS, SYNC, KCTS, WiSP, and WANDA. This
contract staff will be key in this role to troubleshooting and resolving users issues quickly and
successfully on first contact whenever possible and collaborating with internal and vendor
technical support to resolve or document technical solutions.
Project Details (project overview, who the contractor will work with, soft skills needed, etc.):
eWiSACWIS is the child welfare case management system of record for the State of Wisconsin. It
is used by Child Welfare Professionals across 72 counties, contracted agencies, State staff and
Tribal partners. In addition to eWiSACWIS, ancillary systems including SYNC (Provider Portal),
KCTS (Tribal Kinship Care Tracking System), WiSP (Youth Portal), and WANDA (Domestic Abuse
grant management) support the work of helping move closer to a vision of all Wisconsin
children and youth are safe and loved members of thriving families and communities.
This role will work with staff from BITS and the development vendor for Child Welfare
applications to troubleshoot and resolve technical issues, Division of Safety and Permanence
program staff to resolve policy questions, and the Child Welfare Application Product Manager to
help identify common issues that should be considered for prioritization.
Success in this role will require the ability to provide excellent customer service so that callers
feel heard, supported, and walk away glad they contacted the service desk regardless of the
outcome. This role will need to take the initiative to research available training and technical
documentation and use the system to find answers and know when to pull in additional support
in order to resolve issues in a timely manner.
Top Skills:
Experience supporting online case management applications
Experience with Jira Service Management software
Troubleshooting customer issues to find a timely resolution
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: apexsan
- Position Id: BHJOB2374_3027993
- Posted 10 hours ago
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