Child Welfare Application Support Agent - HYBRID

Job Description:

***Crop to Crop resumes are accepted

Provides advanced functional support for the PATH NC Salesforce application, helping county & state child welfare staff resolve complex case-processing issues, review user actions, and get accurate guidance. No hardware or password support.

Essential Duties and Responsibilities

• Provide Tier 2 support for social services staff encountering case-processing or workflow issues within the Salesforce-based PATH NC application
• Analyze user activity, case data, and system behavior to determine root causes of issues
• Guide users in resolving errors through data corrections or by following established process guidance
• Use ServiceNow to manage, document, and update all assigned support tickets
• Resolve complex issues escalated from Tier 1 and identify when escalation to Tier 3 is warranted
• Reference Jira to review system defects, enhancements, and items that may impact user workflows
• Use SharePoint to access and apply system documentation, job aids, and guidance materials
• Document all troubleshooting steps and resolutions clearly and consistently in ServiceNow
• Collaborate with Tier 3 teams and developers to identify recurring issues, system defects, or improvement opportunities
• Stay current on PATH NC processes, policy updates, and system changes
• Communicate professionally with county social services staff, supervisors, and managers across the state
• Follow established support procedures and contribute to process improvements

Required Knowledge, Skills, and Abilities

• Knowledge of application support environments and case-processing workflows
• Strong analytical and problemsolving abilities
• Ability to interpret Salesforce system behavior and identify process-related issues
• Proficiency with ServiceNow or similar ticketing systems
• Ability to use SharePoint to locate and interpret documentation
• Strong written and verbal communication skills
• Ability to explain detailed steps clearly to users with varying technical backgrounds
• Experience reviewing or interpreting system defects or enhancements in Jira (preferred)
• Ability to prioritize and manage multiple tickets in a fast-paced support environment
• Ability to work independently while collaborating effectively with Tier 1, Tier 3, and development teams

Minimum Qualifications

• Associate degree plus experience or bachelor s degree required
• Experience in customer service required; experience in application support, case processing, or related fields (preferred)
• Experience with ServiceNow & Salesforce-based applications (preferred)
• Experience supporting statewide systems or working with county & state child welfare agencies (preferred)

Work Environment

• Support is provided via phone and through the service portal in ServiceNow
• Frequent interaction with Tier 1 agents, Tier 3 teams, Business, development staff, and county & state child welfare users

Required Skills:

Desired Skills: