Author: epchelp

Job ID: NC-644664 (99090205)

AWS/Azure Cloud Engineer with SalesForce (must) DevOps/Automation, database setup and healthcare experience

Location: Raleigh NC (DHHS)
Duration: 6 months
Positions: 2 (2/2)

Skill Required / Desired Amount of Experience
AWS and/or Azure Cloud expertise Required
Experience with Azure/AWS infrastructure environment Required
Experience with SalesForce Required

NC DHHS is seeking a Cloud Engineer for a contract position in Raleigh, NC.
The COVID-19 work that DHHS is performing is requiring multiple new applications specific to this effort and the decision has been made to implement these applications in multiple cloud services platforms. A bulk of this work utilizes the Amazon AWS and Azure cloud.
These positions will be responsible for analyzing application requirements as they relate to DevOps and Database services and either designing a solution or implementing a pre-defined vendor solution. AWS and/or Azure cloud expertise required, but not limited to: Acting as subject matter expert around Azure and/or AWS cloud services. Serving as a hands-on subject matter expert for DevOps and Automation in an Azure/AWS infrastructure environment. Design, manage, and maintain tools to automate operational processes. Setting up databases in the cloud. Working with software developers, security, to design and build applications and services within AWS and/or other cloud providers.

NW-644664.docx

Job ID: NC-644619 (98590205)

Healthcare Salesforce Infrastructure PM with SharePoint, Agile/Waterfall, OS/hardware/db/web, Jira and DevOps experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Project management experience, preferably with large, complex automation implementation efforts Required 8 Years
Demonstrated Project Management experience on system deployments with multiple clients. Required 8 Years
Objective decision-making ability based on strategic objectives priority, business performance analysis and resource availability. Required 8 Years
Demonstrated oral and written communication and presentation skills. Required 8 Years
Experience with MS Office and SharePoint.. Required 5 Years
Demonstrated experience with both Waterfall and Agile Projects Required 8 Years
Demonstrate technical architecture/infrastructure knowledge and experience, including experience with multiple hardware platforms and operating system Required 5 Years
Demonstrated technical knowledge and analysis skills with hands-on experience in development, data base design, and web-based technologies Highly desired 8 Years
Experience writing RFPs/technical writing Highly desired 5 Years
Comfortable working in an environment that is driving toward Agile Transformation while continuing to operate within a mature waterfall structure Highly desired 5 Years
Experience with Jira Highly desired 3 Years
Experience with DevOps processes, tools, and techniques Highly desired 3 Years
Demonstrated experience with Salesforce deployments with multiple clients. Required 5 Years

The North Carolina Department of Health and Human Services requires the services of a senior project manager to manage the planning and implementation of IT projects to support COVID response. . This lead project management role will work with multiple internal and external stakeholders and selected vendor(s) to analyze, plan, and implement the new system. This position will be responsible for working with senior-level business executives, IT personnel, business program resources and Vendor staff to execute project requirements and manage stakeholder expectations. This position will manage the day-to-day activities for the project and complete all input to the State Project Management (Touchdown) system as needed.

Responsibilities include but are not limited to:
• Developing and maintaining detailed project schedule, budget and monitoring expenditures
• Developing and maintaining all required project management artifacts following State, DHHS and PMBOK guidelines
• Managing scope, resources, timelines, costs/budget, quality, communication, and procurements to meet the goals of the State
• Leading and performing hands-on analysis of the business and technical environments, and writing RFP
• Working with vendors to manage contract deliverables, oversee all vendor activities to ensure that all the milestones are met
• Ensuring that project plans and schedules are established and maintained, ensuring that deliverables are completed timely and accurately
• Establishing project governance, conducting formal presentations, coordinating with all project stakeholders and ensure that appropriate project controls are instituted
• Serving as an IT project liaison to the business client
• Working with business stakeholders to develop necessary project management, change management, risk management, rollout, and training plans
• Working with the technical team to ensure technical readiness during implementation and supervising implementation activities
• Developing and maintaining all required State CIO project documentation

Required skills include:
The selected candidate must be a results-oriented individual with a very strong work ethic and must be able to demonstrate excellent IT Project Management, negotiation, communication and problem-solving skills.
• Capable of leading effective project meetings that are tailored to the audience
• Ability to create simple to complex project plans, timelines and work breakdown structures using project management tools
• Must have proficiency in project management, agile, scrum, and kanban software tools
• Must have strategic planning skills with good understanding of roadmap development.
• Ability to write and present effective project materials, including presentations and status reports
• Ability to work effectively with all levels of staff, clients and other IT personnel
• Proven experience with working collaboratively with business/program partners
• Ability to effectively identify and resolve system or business process/project issues
• Ability to build, influence, lead and motivate effective teams towards end results
• Flexibility, adaptability, and ability to work in a high-demand dynamic environment
• Strong analytical skills
• Strong written and oral communication skills, including development of project
• Must have experience writing RFPs/technical writing
• Must have experience as a Project Manager on a Salesforce implementation project

Management prefers applicants with the following:
• Candidate with PMP Certification
• Experience managing or supervising legacy system replacement projects
• Experience collaborating with State and Local Government
• Experience planning and managing data conversion activities
• Experience building rollout plans

NW-644619.docx

Job ID: NC-644519 (912590204)

Curam Developer (Certified) with Java, IEG2, CERT, WebSphere, SOAP, WSDL, Web Services, Enterprise Framework, Solution Modules and healthcare experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/1)

Skill Required / Desired Amount of Experience
Cúram V6 Certified Developer Required
Social enterprise management experience. Required 5 Years
Experience as a Cúram Developer with experience in the full life cycle of requirements through functional design and testing. Required 5 Years
Experience in development with both the Cúram Enterprise Framework and Cúram Solution Modules. Required 5 Years
Experience in problem identification and integration of technical skills to address and solve issues. Required 5 Years
Experience with translating and communicating highly technical concepts to both technical personnel and non-IT business users. Required 5 Years
Experience with creating and writing technical documents using MS Office products, Visio, Word, Excel, PowerPoint and JIRA. Required 5 Years
Excellent knowledge of using Curam for Medicaid Eligibility determination, Dynamic Evidences, Curam Decision Assist and Batch framework Required 5 Years
Hands on knowledge in the following specialized areas of web application system analysis and programming: Java, J2EE, with JavaScript, XML and XSL Required 5 Years
Experience using the Curam Intelligent Evidence Gathering (IEG2), Curam Express Rules for Triage (CERT), Modeling, Customization, Dynamic UIMs, VIMs Required 5 Years
Experience with Oracle database platforms and tools. Required 5 Years
Experience working with Eclipse and IBM Websphere Required 5 Years
Ability to develop relationships/partnership with customer by responding to needs and exhibiting a sense of urgency. Required
Experience organizing, prioritizing, and following complex and/or detailed technical procedures. Required 5 Years
Experience in developing User Interface using React.js Highly desired 5 Years
Experience with North Carolina DHHS IT Functions. Highly desired 3 Years
Technical hands on knowledge and experience in HTML, Cascading Style Sheets, and Web Services standards (SOAP and WSDL). Required 5 Years

The NC Department of Health and Human Services seeks a Senior Curam Rules Developer to assist with the development and implementation of NC Families Accessing Services through Technology (NC FAST) using Cúram Software.

This resource will have significant delivery responsibilities and will act as the point of contact on site for development-related questions and issues that arise which cannot be addressed by a technical consultant. This resource will work closely with Product owners on design and development issues and shall act in the role of senior technical developer. Duties include but are not limited to: leading requirement gathering, Joint Application Development (JAD) sessions, fit gap analysis sessions, functional and detailed design, code development, and life cycle management for the implementation of Medicaid program features. Areas of focus will include business and workflow process modeling, and business reengineering using Cúram. These activities will involve the use of COTS Cúram Enterprise Framework Components, Cúram Intelligent Evidence Gathering (IEG2), Cúram Express Rules for Triage (CERT), Oracle, use of XML technology in Cúram, Cúram Evidence Framework, Subversion, and WebSphere. This role requires extensive knowledge of Cúram Business Application Suite in the Medicaid program areas.
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Job ID: NC-644254 (96190204)

Healthcare EDI QA Lead with X12, 837i, 839, NCPDP D.0, claims processing, HP ALM, JIRA, SQL, Agile and scripting experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 2 (2/2)

Skill Required / Desired Amount of Experience
Experience in developing and executing test scripts related to X12 EDI Transmission such as 837i, 839 , NCPDP D.0 Required 2 Years
Demonstrated proficiency in conducting QA and testing on EDI applications Required 2 Years
Experience assessing the testability of requirements and developing test cases based on Business Requirements and Software Design Documents. Required 5 Years
Experience in the execution of functional, integration and regression tests. Required 5 Years
Experience with Healthcare Claims Processing Testing. Required 3 Years
Hands on Experience with Test and Defect Management Tools. HP ALM, JIRA Highly desired 2 Years
Experience in the review, analysis and reporting of test results. Required 3 Years
Experience on testing web applications Required 3 Years
Excellent verbal and written communication skills with the ability present to both technical and business audiences. Desired
Proven experience developing SQL queries. Required 2 Years
Knowledge of Agile Methodology Highly desired 2 Years
Experience in scripting automated Test Suites. Required 1 Years
Experience in working with the Business Teams to write Business and QA Documents . Required 2 Years

NC Dept of Health and Human Services (DHHS) is seeking a Senior QA/ Tester to perform QA and Testing work related to support the Managed Care Transition Project.

This position is responsible for the following activities related to a critical system being developed in-house at the State:
*Experience assessing the testability of requirements and developing test cases based on Business Requirements and Software Design Documents.
* Experience in the execution of functional, integration and regression tests.
*Demonstrated Experience in Testing EDI Applications.
*Hands on experience to develop and execute test scripts for HIPAA X12 EDI Transactions such as 837I, 837P and NCPDP D.0
*Experience developing SQL queries.
*Experience in scripting automated Test Suites.
* Experience in the review, analysis and reporting of test results.
*Experience with Test and Defect Management Tools. HP ALM, JIRA preferred.
*Experience on testing web applications
*Experience with Healthcare Claims Processing Testing.
* Must be an excellent team player and be able to prioritize concurrent deadlines.
* Ability to communicate effectively and be able to work independently with minimal supervision.
* Proficiency in MS Office including Excel, Word, PowerPoint.
•Work with end users to ensure user acceptance testing is thorough and complete
•Employees should be able to work independently with minimal supervision.
•Knowledge of Agile Methodology

NW-644254.docx

Job ID: NC-642478 (910690204)

Security Analyst with Risk Management, privacy/security policy, vulnerability scanning/assessment, NIST, ISO-27001, HIPAA, IRS Pub 1075, network mapping and NESSUS/NMAP experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/1)

Skill Required / Desired Amount of Experience
Risk Management – must be able to Identify gaps through risk management, and assist in the development of mitigation strategies. Required 7 Years
Experience updating privacy and security policies based on gaps found through an assessment process. Required 7 Years
Discover, evaluate, assess, systems, networks, and components through the use of vulnerability scanning and risk assessment method. Required 7 Years
Experience documenting vulnerability assessment results in a accurate, clear, actionable, and available way to appropriate personnel Required 7 Years
Must be able to review & assess projects and systems throughout all phases of their life cycle in an effort to identify Privacy org needs Required 7 Years
Must be able to serve as a knowledge base for organizations as it relates to compliance requirements and mitigation strategies. Required 7 Years
Experience Performing risk assessments based on NIST 800-53 Rev 4. ISO-27001, HIPAA, and IRS Pub 1075. Required 7 Years
Experience with network mapping and vulnerability scanning tools such as NESSUS and NMAP. Required 7 Years

NC DHHS – Privacy and Security Office (PSO) requiring services of an IT Security Specialist to aid county offices in the identification of gaps through risk management, and assist in the development of mitigation strategies, and to establish the target security/infrastructure architecture.

Duties include, are not limited to:
• Experience with Splunk, network security, server and system security, and application security supporting event management tools, including SIEMs.
• Experience in configuring the data ingestion to Splunk cloud from various data sources such as Linux Logs, Application Logs and Cloud Native Service Logs.
• Detailed understanding and strong skill set in operating and working with the Splunk toolset
• Proven experience with rule and advanced logic creation in Splunk, including knowledge of thorough understanding and operational experience with Splunk Search Language
• Development of automated searches and applications using Python, Shell scripting, HTML, CSS, and regular expressions
• Experience in developing Splunk Dashboards and configuring alerts for notable events.
• Thorough understanding of Splunk’s Common Information Model (CIM)
• Experience in configuring and customizing the Splunk Enterprise Security for SIEM capabilities.
• Expert level skills in assessing the current Splunk Cloud Infrastructure and ensure that it was configured using Splunk Best Practices.
• Experience in implementing Advanced Threat Analytics using Splunk Enterprise Security
• Experience with a scripting language (Bash, Python)
• Expertise with Linux and Command-line interface
• Experience deploying apps within Splunk or administrating the Splunk platform
• Excellent troubleshooting skills and strong technical learning aptitude required.
• Splunk certifications

NW-642478.docx

Job ID: NC-642242 (98590204)

Healthcare Infrastructure PM with SharePoint, Agile/Waterfall, database/web, RFPs/technical writing, JIRA, DevOps, and ServiceNow experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/1)
References: 3

Skill Required / Desired Amount of Experience
Project management experience, preferably with large, complex automation implementation efforts Required 8 Years
Demonstrated Project Management experience on system deployments with multiple clients. Required 8 Years
Objective decision-making ability based on strategic objectives priority, business performance analysis and resource availability. Required 8 Years
Demonstrated oral and written communication and presentation skills. Required 8 Years
Experience with MS Office and SharePoint.. Required 5 Years
Demonstrated experience with both Waterfall and Agile Projects Required 8 Years
Demonstrate technical architecture/infrastructure knowledge and experience, including experience with multiple hardware platforms and operating system Required 5 Years
Demonstrate technical knowledge and analysis skills with hands-on experience in development, data base design, and web-based technologies Highly desired 8 Years
Experience writing RFPs/technical writing Highly desired 5 Years
Comfortable working in an environment that is driving toward Agile Transformation while continuing to operate within a mature waterfall structure Highly desired 5 Years
Experience with Jira Highly desired 3 Years
Experience with DevOps processes, tools, and techniques Highly desired 3 Years
Demonstrated experience with ServiceNow deployments with multiple clients. Required 5 Years

The NC Department of Health and Human Services (DHHS) is seeking a Senior Project Manager to manage the implementation of the HRSD Onboarding and Transitions components of ServiceNow. ServiceNow is an established platform at DHHS which is being rolled out in as part of the continued implementation of ServiceNow.

This lead project management role will work with the all stakeholders to implement the HRSD Onboarding and Transitions components of ServiceNow. This position will manage the day to day activities for the project and complete all input to the State Project Management (Touchdown) system. Responsibilities include, but are not limited to: managing and authoring required project management artifacts following the practices and guidelines from the PMI’s PMBOK and the DHHS and State Methodology, managing the detailed project budget, requirements definitions, monitoring expenditures, developing and maintaining all required State CIO project documentation, serving as an IT management liaison to the business client, leading and performing hands on analysis of the business and technical environments, supervising implementation activities, ensuring that project plans and schedules are established and maintained, ensuring that deliverables are completed timely and accurately, supervising staff (State and contractual staff), conducting formal presentations, coordinating with all project stakeholders and ensuring that appropriate project controls are instituted. The selected candidate must be a results oriented individual with a very strong work ethic and must be able to demonstrate excellent IT Project Management, negotiation, communication and problem solving skills. This position will be responsible for working with senior level business executives, IT personnel, and business program resources to execute project requirements and manage stakeholder expectations.

Required skills include:

1. Must have 7+ years recent Project Manager experience.
2. Must have demonstrated experience assisting executive teams with the development of concept, scope, and implementation plans.
3. Managing scope, resources, timelines, costs/budget, quality, communication, and procurements to meet the goals of the State
4. Must have theoretical and practical project management and agile management knowledge, techniques and tools. Would be nice to have experience with the Agile capabilities within ServiceNow (ITBM).
5. Must have excellent written and oral communication skills.
6. Must have experience writing RFPs/technical writing.
7. Must be able to able to gather requirements and conduct business analysis necessary to define product backlogs from prioritized business needs that focus on lean value-added processes.
8. Must have strategic planning skills with good understanding of roadmap development.
9. Must have risk management and change management skills.
10. Must have proficiency in project management, agile, scrum, and kanban software tools.
11. Would be nice to have experience with the state’s Touchdown project management system.

NW-642242.docx

Job ID: NC-642242 (98590204)

Healthcare Infrastructure PM with SharePoint, Agile/Waterfall, database/web, RFPs/technical writing, JIRA, DevOps, and ServiceNow experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/1)
References: 3

Skill Required / Desired Amount of Experience
Project management experience, preferably with large, complex automation implementation efforts Required 8 Years
Demonstrated Project Management experience on system deployments with multiple clients. Required 8 Years
Objective decision-making ability based on strategic objectives priority, business performance analysis and resource availability. Required 8 Years
Demonstrated oral and written communication and presentation skills. Required 8 Years
Experience with MS Office and SharePoint.. Required 5 Years
Demonstrated experience with both Waterfall and Agile Projects Required 8 Years
Demonstrate technical architecture/infrastructure knowledge and experience, including experience with multiple hardware platforms and operating system Required 5 Years
Demonstrate technical knowledge and analysis skills with hands-on experience in development, data base design, and web-based technologies Highly desired 8 Years
Experience writing RFPs/technical writing Highly desired 5 Years
Comfortable working in an environment that is driving toward Agile Transformation while continuing to operate within a mature waterfall structure Highly desired 5 Years
Experience with Jira Highly desired 3 Years
Experience with DevOps processes, tools, and techniques Highly desired 3 Years
Demonstrated experience with ServiceNow deployments with multiple clients. Required 5 Years

The NC Department of Health and Human Services (DHHS) is seeking a Senior Project Manager to manage the implementation of the HRSD Onboarding and Transitions components of ServiceNow. ServiceNow is an established platform at DHHS which is being rolled out in as part of the continued implementation of ServiceNow.

This lead project management role will work with the all stakeholders to implement the HRSD Onboarding and Transitions components of ServiceNow. This position will manage the day to day activities for the project and complete all input to the State Project Management (Touchdown) system. Responsibilities include, but are not limited to: managing and authoring required project management artifacts following the practices and guidelines from the PMI’s PMBOK and the DHHS and State Methodology, managing the detailed project budget, requirements definitions, monitoring expenditures, developing and maintaining all required State CIO project documentation, serving as an IT management liaison to the business client, leading and performing hands on analysis of the business and technical environments, supervising implementation activities, ensuring that project plans and schedules are established and maintained, ensuring that deliverables are completed timely and accurately, supervising staff (State and contractual staff), conducting formal presentations, coordinating with all project stakeholders and ensuring that appropriate project controls are instituted. The selected candidate must be a results oriented individual with a very strong work ethic and must be able to demonstrate excellent IT Project Management, negotiation, communication and problem solving skills. This position will be responsible for working with senior level business executives, IT personnel, and business program resources to execute project requirements and manage stakeholder expectations.

Required skills include:

1. Must have 7+ years recent Project Manager experience.
2. Must have demonstrated experience assisting executive teams with the development of concept, scope, and implementation plans.
3. Managing scope, resources, timelines, costs/budget, quality, communication, and procurements to meet the goals of the State
4. Must have theoretical and practical project management and agile management knowledge, techniques and tools. Would be nice to have experience with the Agile capabilities within ServiceNow (ITBM).
5. Must have excellent written and oral communication skills.
6. Must have experience writing RFPs/technical writing.
7. Must be able to able to gather requirements and conduct business analysis necessary to define product backlogs from prioritized business needs that focus on lean value-added processes.
8. Must have strategic planning skills with good understanding of roadmap development.
9. Must have risk management and change management skills.
10. Must have proficiency in project management, agile, scrum, and kanban software tools.
11. Would be nice to have experience with the state’s Touchdown project management system.

NW-644253.docx

Job ID: MN-MNSITE-2000 (90090208)2P

Remote Enterprise Architect (System Monitoring) with Application/Middleware/Database monitoring, Azure/SolarWinds/OEM monitoring tools, Alerting, IT Governance/operations, financial modeling/IT investment and PM experience

Location: St Paul MN (MnDOT)
Duration: 3 months (The State will retain the option to extend the work orders in increments determined by the State)
Interview: phone/online
Visa: any
Attachments: RTR/Skill Matrix
Positions: 2 (2/2)

Minimum Qualifications
• Five (5) years’ experience in Enterprise Architect role
o A Master’s degree substitutes for three years of experience, or a Bachelor’s degree substitutes for two years, or an Associate’s degree substitutes for one year
• Four (4) engagements lasting more than three (3) months in Enterprise Architect role.

Desired Skills
• Comprehensive knowledge of hardware, software, application, and systems engineering
• Systems thinking – the ability to see how parts interact with the whole (“big picture” thinking)
• Knowledge of IT governance and operations
• Knowledge of financial modeling as it pertains to IT investment
• Interpersonal and leadership skills – servant leadership, collaboration, facilitation, and negotiation skills
• Communication skills – both written and verbal
• Ability to explain complex technical issues in a way that non-technical people may understand
• Project and program management planning and organizational skills
• Time management and prioritization

Description of Project
MNIT @DOT is seeking 2 Enterprise Architect resources in a staggered approach to assistance in evaluating in-place service monitoring which includes identifying what monitoring is happening now, who it is being sent to, and what escalation model is in place for alerting. After evaluating existing monitoring and identifying gaps, we need the first resource to provide a recommended defined direction and action plan to implement needed changes to the monitoring environment.

In the next stage, the plan is to go into implementation mode. This is where the State needs the assistance of the second resource along with the first resource and staff from Middleware and Database to ensure that all monitoring, alerting, and escalations are in place by the time the engagement is complete. In order to ensure this happens, the resources need to plan, develop, and enhance application and service monitoring with Operations. This will include but is not limited to:
evaluation of existing monitoring tools (Azure, SolarWinds, OEM and other various in-place monitoring tools) that will be used to monitor our Application, Database and Middleware environments
Environments include Application & Service (Up/Down, Service Availability, Escalation of Alerts, Alerting Schedules and Conditions, During Hours of Operations and Outside of Hours of Operations)
evaluation of existing alerts (including who is getting what alerts and when they get them)
execution of plans to establish application and system monitoring in our Development, Test, and Production environment
provide historical reporting using our existing tools (Alerts & Notifications)
The overall plan is Resource 1 will get started first and will be working on reviewing existing alerts and altering systems, propose an implementation, and start to implement and mentor staff as they create monitors and escalations. Resource 2 will then start about a month later after review and planning is complete and help with the implementation of all the monitoring, alerting, and escalation implementation. It is also envisioned that the contractors will document and mentor staff too. Work is anticipated to be off-site.

Sample Tasks
• Insure the IT strategy and planning is aligned with the organization’s business mission, strategy, and processes and document this using multiple architectural models that show how the current and future technology needs of the organization will be met in an efficient, sustainable, agile,
and adaptable manner
• Provide technical guidance, road maps, principles, standards and best practices focused on enabling business and IT leadership to make investment decisions that balance and prioritize current operational demands, disruptions, and opportunities with the longer-term strategic vision of the organization
• Define the “as is”, “to be” and “future” architecture
• Provide oversight of infrastructure, security, data and application architecture
• Analyze and translate business, information and technical requirements into an architectural blueprint that outlines solutions to achieve business objectives
• Develop a consensus based enterprise solution that is scalable, adaptable and in sync with ever- changing business needs
• Develop road map for evolution of the enterprise application portfolio from current to future state including operating in a bi-modal manner
• Provide advice and guidance to IT leadership and management team on latest architecture principles and approach
• Provide knowledge transfer

2000 skills.docx

Job ID: NC-642967 (93990128)

Help Desk Analyst (Application/Production Support) with browser-based application, Medicaid/Social Services, SQL and phone support experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Experience and knowledge of browser-based applications. Required 5 Years
Experience researching, analyzing and interpreting automated system problems. Required 5 Years
Experience working in a Application/Production Support based (not hardware) help desk environment. Required 5 Years
Working knowledge of social services and Medicaid programs and systems. Desired 5 Years
Broad knowledge of the NC FAST application and functionality. Desired 5 Years
Experience writing and running SQL queries. Highly desired 5 Years
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. Required

This is an Application/Production Support position where selected candidates will support the NC FAST application by assisting outside customers/agents who are accessing the system. This role also requires a high level of customer experience, and is not a hardware based help desk role.
Each position will act as a member of the operations and maintenance support team responsible for monitoring incoming issues unable to be resolved by front line Help Desk staff by diagnosing the root cause and resolving isolated issues or, if required, escalating customer issues to development staff. These positions works closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be referred to specialized business/policy staff, software developers and/or client implementation specialists. Positions work with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with setup of staging or test environments. Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will be a liaison between Business, Program Management, System Development and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented.

NW-642967.docx

Job ID: NC-642474 (93390107)

Help desk analyst with Application/Production support, child welfare, NC FAST functionality, SQL, phone service and government experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Experience and knowledge of browser-based applications. Required 3 Years
Experience researching, analyzing and interpreting automated system problems. Required 5 Years
Experience working in a Application/Production Support based (not hardware) help desk environment. Required 3 Years
Advanced knowledge of child welfare policy and practice in NC such as Intake, Assessment, In-Home Services, Foster Care, CPS, Adoptions. Desired 1 Years
Broad knowledge of the NC FAST application and functionality. Desired 3 Years
Experience writing and running SQL queries. Highly desired 3 Years
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. Desired
Degree in social work from an accredited school of social work; or bachelor’s degree in social work and one year related experience. Desired

This is an Application/Production Support position where selected candidates will support the NC FAST application by assisting outside customers who are accessing the system. This role also requires a high level of customer experience, and is not a hardware based help desk role. This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming child welfare issues by diagnosing the root cause and resolving isolated issues or, if required, escalating user issues to development staff. This position uses understanding of child welfare policy and practice and works closely with business and technical teams as well as the child welfare section of the Division of Social Services to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be mitigated by engaging appropriate business/policy staff, software developers and/or client implementation specialists. Position works with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with setup of staging or test environments. Position may recommend product and process improvement strategies based on perceived trends or patterns in field issues. This position will be a liaison between Business, Program Management, System Development and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented. Some statewide travel may be involved to support county workers.

NW-642474.docx