Description

Provide technical support for the Statewide Automated Child Welfare Information System (SACWIS), resolving software issues for internal and external clients.

This role is on-site.

Responsibilities

• Resolve software issues through research, analysis, and solution formulation for child welfare and system development personnel.
• Manage software security tasks, including user profile creation, ID management, and password maintenance.
• Troubleshoot customer inquiries regarding software applications via telephone, email, and Microsoft Teams.
• Support data entry accuracy by providing guidance on SACWIS data relationships and federal requirements including AFCARS and NCANDS.
• Document business needs, system analysis, functional design, testing, and production support throughout the software development lifecycle.

Required Skills

• 5+ years of experience in a support or help desk role.
• Proficiency with Jira and Confluence.
• Experience with the Salesforce Platform.
• Knowledge of software testing processes.
• Proficiency with help desk ticketing systems.
• Proficiency in Microsoft Office.
• Ability to communicate technical information clearly to non-technical stakeholders.
• Ability to maintain and organize system documentation.

Preferred Skills

• Understanding of child welfare policies, procedures, and federal reporting requirements.

Key Skills

Education

Any Graduate