Application Support Agent

Responsibilities:

• Provide Tier 2 support for users experiencing case-processing or workflow issues within the PATH NC Salesforce-based application.
• Analyze user activity, case data, and system behavior to identify root causes of issues.
• Guide users through issue resolution using data corrections and established process guidance.
• Manage, document, and update support tickets using ServiceNow.
• Resolve complex issues escalated from Tier 1 and determine when escalation to Tier 3 is required.
• Review Jira tickets for system defects, enhancements, and workflow impacts.
• Utilize SharePoint to access system documentation, job aids, and support materials.
• Document troubleshooting steps and resolutions clearly and consistently.
• Collaborate with Tier 3 teams and developers to identify recurring issues and improvement opportunities.
• Stay updated on system changes, policies, and PATH NC processes.
• Communicate effectively with social services staff, supervisors, and stakeholders.
• Follow established support procedures and contribute to continuous process improvement.

• Associate or Bachelor s degree in a related field.
• Experience in customer service or support environments.
• Knowledge of application support and case-processing workflows.
• Strong analytical and problem-solving skills.
• Proficiency with ServiceNow or similar ticketing tools.
• Ability to interpret system behavior and troubleshoot process-related issues.
• Strong written and verbal communication skills.
• Ability to manage multiple tickets in a fast-paced environment.
• Ability to work independently and collaboratively across teams.

• Experience with Salesforce-based applications.
• Familiarity with Jira for defect tracking and enhancements.
• Experience using SharePoint for documentation and knowledge management.
• Experience supporting statewide systems or working with public sector or child welfare agencies.

• Technical troubleshooting and root cause analysis.
• Customer support and stakeholder communication.
• Attention to detail and documentation accuracy.
• Time management and multitasking.
• Collaboration and continuous improvement mindset.