Support Analyst

UI Professional Services (UIPS)

February 26, 2026

Overview

We are seeking a motivated and customer-focused Support Analyst to join our application support team. In this role, you will be the first point of contact for technical assistance requested by States and other partners, providing prompt and effective solutions to end-user issues. This position is ideal for individuals with strong communication skills and a passion for technology.

Responsibilites

1. State & Client Management:

Client Communication & Support: Serve as the primary contact for technical assistance, providing prompt, effective solutions to end-user issues.
Documentation & Knowledge Base: Update and maintain support details (tickets, meetings, connection info) and internal/external documentation to ensure easy information access for team members.
User Provisioning & Training: Set up new State users for the client website and provide user training on current processes or new features as needed.
Coordination & Advocacy: Coordinate system upgrades and changes with States and 3rd parties. Advocate for States to transition to the client's direct connection service.

2. Technical Support & Issue Resolution:

Troubleshooting & Debugging: Field connection issues, respond to State requests for error information, and review error emails to coordinate and find fixes, identifying trends and outliers.
Data & System Investigation: Gather detailed information (logs, sample data, debugging info) for bugs or feature requests, create Jira tasks, and write/execute ad-hoc SQL queries for data investigation.
Production Release & Monitoring: Work with the QA team to validate fixes in the pipeline, ensure batch cutovers occur correctly, and report any SLA failures or downtime to the Maintenance Manager. System Maintenance: Work with developers to adjust notifications for critical errors and assist with testing and resolving production issues. 3

3. Team & Operations Process Adherence & Meetings:

Check-in daily (Eastern Time) to ensure State requests are handled within SLA timeframes. Attend daily scrums and other team meetings, and create/save meeting notes for all cross-agency meetings.
Resource Coordination: Coordinate with the Maintenance Manager on employee resources, maintenance tasks, and priorities.
On-Call Support: Participate in the team's on-call rotation, ensuring coverage, and provide after-hours system support.

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