Onsite Support - Apexon : Job Details

Role Title: Onsite Support with Child Welfare

Location: Raleigh, North Carolina

Required Skills:

On-Site Support will be the first point of contact for State users who have questions or experience issues with Client, 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 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 client Processes: Familiarity with child welfare practices, policies, and procedures.
• Troubleshooting: Diagnosing and resolving customer 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 client Processes: Familiarity with childcare practices, policies, and procedures.

Adaptability: Adapting to different environments and counties throughout the

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 rollouts
• Training end-users and training development