What are the responsibilities and job description for the Support Analyst - Child Welfare Processes position at Net2Source (N2S)?
Role/ Title: CWIS On-Site Support Analyst
Location: Raleigh, NC 27603
Term: Contract (6 Months)
Number of Positions: 6
Required Skills
- Ability to quickly understand the Salesforce platform
- Troubleshooting: Diagnosing and resolving CWIS issues
- Communication: Effectively communicate with social workers, IT staff, and management
- Training & Support: Conduct end-user training, develop training materials, and provide ongoing support
- Empathy & Patience: Demonstrate understanding and patience with users
- Documentation: Maintain detailed records of issues, resolutions, and feedback
Preferred Skills
- Understanding of Child Welfare Processes
- Familiarity with child welfare practices, policies, and procedures
Responsibilities (Part-Time On-Site Support)
- Provide 2 full weeks of on-site support every 6 weeks
- Requires Sunday travel
Support Schedule:
- April 27 – May 1
- May 11 – May 15
- June 8 – June 19
- July 20 – July 31
- August 31 – September 11
- October 12 – October 23
- November 30 – December 11
Expected Deliverables
- Act as the first point of contact for NC Child Welfare Information System (CWIS) users after self-help methods are exhausted
- Provide roaming on-site support for up to 2 weeks following each rollout
- Track and manage county-level questions and issues
- Resolve and communicate issues directly when possible
- Escalate unresolved issues to the Child Welfare Help Desk
- Guide Help Desk Points of Contact (POCs) on submitting tickets via phone or ServiceNow portal
- Support training activities during downtime, including:
- End-user training
- Training material development (quick reference guides, etc.)
- Ongoing user support
Work Location & Travel
- Work Type: On-site at client offices
- Locations: Various sites across North Carolina (to be determined by the client)
- Travel Requirement: Travel to NC DSS offices throughout North Carolina