Software Support on-site
Dew Softech - Rochester, NY

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Position: Software Support on-site

Location: Rochester, NY

Duration: 12 months

Rate: Open

Interview: Phone/Skype

Position Description/Responsibilities:
Project Description:
The Client has had the greatest success in implementing and supporting the CONNECTIONS application deployments when it has provided the end users on-site face-to-face support during deployment. Providing on-site support staff resources accelerates a caseworker's ability to successfully master how to utilize the new application properly and results in fewer case documentation errors and aids in user acceptance.

The staff hired will provide one-to-one or small group on- site support to users in how to best utilize the new application features and to how incorporate them into their business processes. The hired staff will understand and be able to translate the screen changes of the transformed CONNECTIONS for the end-users. These staff will also serve as the front line to identify software issues that could possibly occur when the application is first migrated and will also be able to quickly provide helpful information to users for features that require additional training or technical assistance.

Ongoing support of the system will be provided by a cadre of well-trained, experienced support staff will significantly help ease the transition for users as OCFS deploys new application development over the next several years.

Day to day duties of the position:
o Go on-site to local districts and voluntary agencies located within the Spring Valley Region/Long Island office to assist caseworkers/supervisors in properly using the CONNECTIONS application.

o Trouble shoot either via phone or while on-site application issues needing resolution.

o Provide training support and technical assistance follow-up to CONNECTIONS users in using new CONNECTIONS functionality both prior to rollout and following the rollout.

o Troubleshoot issues encountered on-site and provide information and data to help resolve identified problems.

o Assist in providing face-to-face support for an array of ad hoc OCFS initiatives that require a specialized response.

Position Requirements/Technical Skills:
Mandatory Requirements:
Experience in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms, beyond that of a Programmer

  • The Authorized User may seek Specialists in the following areas (list is not exhaustive):
o Backup and Recoveryo Security

Skill Level: Mid-Level

Typical Experience: Mid-Level 36-60 Months.

Preferred Skills: Candidate is able to work without assistance


1. 36 months of experience providing actual on-site implementation assistance for a large scale automation effort

2. 36 months of experience in change management; planning and implementing change.

3. 15 months of experience in implementing SACWIS systems in New York State or another state.

4. 36 months of experience providing training and/or technical assistance in either a classroom or in a work environment.

5. Bachelor's Degree.

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