Application Support Agent

Title/Role: Application Support Agent

Worksite Address: Raleigh, NC Hybrid (7-month Project) - Some local travel may be required in performance of the work

Agency Interview Type: Either Webcam Interview or In Person

Description

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 problem solving 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 / Desired Skills

Experience and knowledge of browser-based applications. Required 3 Years.

Experience working in a case processing (not hardware) help desk environment. Required 3 Years.

Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years.

Experience with ServiceNow & Salesforce-based applications, Desired 2 Years.

Working knowledge of social services, specifically Child Welfare, desired 3 Years.

Broad knowledge of the CWIS/PATH NC application and functionality. Desired 3 Years.

Thanks,

Sumit Kumar

Sr. US IT Recruiter

Email:

Direct: