Support Analyst, Sikich

• 3–5 years of experience providing Tier 1 and/or Tier 2 Service Desk or technical support in an enterprise environment
• Strong customer service and communication skills with the ability to support users with varying levels of technical proficiency
• Experience with ticketing systems such as Cherwell, ServiceNow, or similar platforms
• Experience supporting SaaS applications, preferably Salesforce or similar CRM platforms
• Ability to troubleshoot application, access, navigation, and workflow issues and clearly guide users through resolution
• Familiarity with IT Service Management (ITSM) practices, including incident management, service request management, documentation, and escalation procedures
• Ability to work effectively in a fast-paced, high-demand environment during critical rollout periods

Desirable

• Sikich is seeking experienced Support Analysts to provide centralized Tier 1 and Tier 2 Service Desk support for the implementation of a large-scale Salesforce SaaS application
• This role will support government client staff during Production Simulation, Go-Live, and stabilization phases of the rollout
• Support Analysts will serve as the first point of contact for end users, providing timely, high-quality support through phone, email, and ticketing channels to ensure successful system adoption and minimize operational disruption
• Prior experience supporting child welfare programs, child welfare professionals, or California's Child Welfare Services – California Automated Response and Engagement System (CWS-CARES) is highly desired
• Provide Tier 1 and Tier 2 support to end users via phone, email, and ticketing systems
• Troubleshoot and resolve user issues related to system access and authentication, navigation and workflow guidance within the Salesforce application, data entry, record updates, document management, browser compatibility, and general system usage
• Log, track, and manage incidents and service requests using the client's ticketing system (e.g., Cherwell)
• Categorize, prioritize, and document tickets in accordance with established Service Desk and ITSM procedures
• Resolve known issues using knowledge articles, job aids, FAQs, and documented troubleshooting procedures
• Provide guidance on system functionality and business workflows to help users successfully complete their day-to-day activities
• Escalate complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams
• Communicate effectively with users regarding ticket status, troubleshooting steps, resolutions, and required follow-up
• Collaborate closely with government client Service Desk staff, Implementation and Training teams, Over-the-Shoulder Support Analysts, and technical and higher-tier support teams
• Identify recurring user issues and trends and communicate them to the appropriate project teams
• Contribute to knowledge management by documenting common issues, resolutions, and troubleshooting procedures
• Support high-volume periods during Go-Live and stabilization while maintaining service quality and responsiveness
• ---Key Success Factors---
• Strong problem-solving and troubleshooting skills
• Ability to provide clear, calm, patient, and effective guidance to end users
• Ability to understand and support both system functionality and business workflows
• High attention to detail in ticket documentation, categorization, and resolution
• Ability to manage multiple tickets while maintaining quality and responsiveness
• Ability to quickly identify when an issue requires escalation
• Understanding of the importance of providing timely and effective support to child welfare professionals performing critical day-to-day work

• This position is scheduled to end on January 31, 2027, with the possibility of an extension