What are the responsibilities and job description for the On-Site Support Specialist – NC Child Welfare System position at Kollasoft Inc?
Location: North Carolina - Hybrid
Required Skills: On-Site Support will be the first point of contact for NC Child Welfare Information System (CWIS) users who have questions or experience issues with PATH NC, after they have exhausted self-help methods. Roaming on-site support will be offered on-site for up-to-2 weeks, following each rollout.On-Site Support tracks and manages county questions and issues. Questions and issues that can be addressed by On-Site Support are answered and communicated to the user directly.Questions and issues that cannot be answered by On-Site Support independently are escalated to the Child Welfare Help Desk. On-Site Support provides guidance to Help Desk POCs on how to submit a Help Desk ticket via phone or the ServiceNow portal. During down-time, On Site Support staff will be required to support other training activities, such as end-user training, training development (materials, quick reference guides, etc, and other ongoing support).
Skills required: * Understanding of Child Welfare Processes: Familiarity with child welfare practices, policies, and procedures.
- Troubleshooting: Diagnosing and resolving CWIS issues.
- Communication: Effectively communicating with social workers, IT staff, and management.
- Training and Support: Training end-users, training development, and providing ongoing support.
- Empathy and Patience: Demonstrating understanding and patience with users.
- Documentation: Keeping detailed records of issues, resolutions, and feedback.
Preferred Skills * Understanding of North Carolina Child Welfare Processes: Familiarity with child welfare practices, policies, and procedures.
- Adaptability: Adapting to different environments and counties throughout the State of North Carolina
Responsibilities * Provide roaming on-site support to counties post-implementation
- Support the tracking of county questions and potential system issues post-implementation
- Evaluate county feedback and identify lessons learned for subsequent PATH NC rollouts
- Training end-users and training development
Job Type: Contract
Pay: $35.00 - $45.00 per hour
Schedule:
- 8 hour shift
Ability to Commute:
- Sneads Ferry, NC 28460 (Required)
Ability to Relocate:
- Sneads Ferry, NC 28460: Relocate before starting work (Required)
Willingness to travel:
- 25% (Preferred)
Work Location: In person
Salary : $35 - $45
