HonorVet Technologies is a Service-Disabled Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn't a tagline; it's the way we work. We don't forward resumes and hope for the best. We take the time to understand where a professional like you are headed and only reach out when we genuinely believe there's a fit worth exploring.

Job Title: Service Support Analyst
Location: Raleigh NC, 27607 (Hybrid)
Duration: 12 Months

Job Description:
Senior Application/Production Support role that provides expert-level guidance to external customers, organizational leadership, and service providers using the system. Requires advanced customer service, analytical, and leadership capabilities. Focuses on high‑impact application support, system reliability, and proactive issue prevention rather than hardware. Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.

Key responsibilities:
Operations & Maintenance (O&M) Support Responsibilities:

Oversee and support resolution of complex application issues escalated beyond front-line Help Desk capabilities.
Perform advanced diagnostics to determine systemic or multi‑layer root causes.
Lead resolution efforts for high-severity or cross-functional problems.
Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
Provide strategic recommendations for improving operational stability and reducing recurring issues.

Technical & Cross-Team Collaboration:

Partner closely with business owners, architecture teams, developers, QA, and cross‑agency stakeholders to analyze and resolve complex problems.
Reproduce, isolate, and document high‑complexity defects, system behavior anomalies, and performance issues.
Recommend strategic product, workflow, or process improvements based on long-term trend analysis and emerging patterns.
Mentor junior team members and foster cross‑team knowledge sharing.

Coordination & Communication:

Act as a liaison between Business, Program Management, System Development, A&I Technical architecture, organizational leadership, and other partners.
Support the coordination and implementation of system change requests.
Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.

Required Skills:

7 years of experience and knowledge of browser-based applications.
7 years of Experience researching, analyzing and interpreting automated system problems.
6 years of experience working in an Application Support-based (not hardware) help desk environment.
7 years of experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.

Desired/Preferred Requirements:

5 years of working knowledge of social services and Child Welfare program.

"If you are interested, feel free to reach out to me directly at or call/text at ."

Service Support Analyst

Key skills

About this role