The-Shoulder Support Analyst (COTS) – Field Support

POSITION DETAIL

Role :The-Shoulder Support Analyst (COTS) – Field Support

Location: Los Angeles- CA

OVERVIEW

They will be providing Tier 1 and Tier 2 support and logging incidents in the ticketing tool.

COTS will be deployed to regional offices during Go-Live and stabilization phases to support end users in real-time as they perform their daily tasks. This role is critical in reinforcing training, accelerating user adoption, and minimizing operational disruption during system rollout.

COTS will work directly alongside users at their workstations, providing immediate guidance, troubleshooting assistance, and workflow support.

KEY RESPONSIBILITIES

Provide in-person, over-the-shoulder support to end users during system usage

Assist users with:

System navigation and workflow execution

Data entry, record updates, and document management

Completing day-to-day operational tasks within the system

Troubleshoot user issues and resolve common application errors in real time

Reinforce proper system usage, business processes, and training concepts

Identify recurring user challenges and communicate trends to the service desk and implementation team

Escalate complex or unresolved issues to Tier-3 support teams as appropriate

Partner closely with:

Super Users

Service Desk Analysts

o Implementation and Training teams

Support high-volume user needs during Go-Live and early adoption phases

Provide feedback to improve training materials, job aids, and user guidance resources

Enter all incidents in the ticketing system

REQUIRED QUALIFICATIONS

4–6 years of experience supporting enterprise applications in:

User support

System implementation

Business operations environments

Experience providing in-person support during large-scale system rollouts or Go-Live events

Strong understanding of business workflows and ability to translate system functionality into practical user guidance

Excellent communication and interpersonal skills to support users with varying technical proficiency

Ability to troubleshoot application issues and guide users through resolution in real time

Experience working with ticketing systems (e.g., Cherwell, ServiceNow) for issue tracking and escalation

Ability to work in fast-paced, high-demand environments

Preferred Qualifications

• Experience supporting Salesforce or other enterprise SaaS platforms

• Experience in public-sector or large organizational environments

• Familiarity with change management and user adoption strategies

• Prior experience working alongside training teams or supporting end-user training reinforcement

• Work Environment

• Primarily onsite role at regional office locations

• May require travel between multiple office locations based on deployment needs

• Must be available to support business hours, with flexibility for after-hours and weekend support during Go-Live and stabilization

• Must be able to work in Pacific Time (PT) hours

• Collaboration with remote service desk and implementation teams

• Key Success Factors

• Ability to provide hands-on, real-time support in a live operational environment

• Strong problem-solving and critical thinking skills

• Ability to quickly build trust with users and provide clear guidance

• Adaptability in high-pressure, fast-changing environments

• Focus on improving user confidence and system adoption

• Position Impact

• This role is critical to ensuring:

• Rapid resolution of user issues at the point of need

• Increased user confidence and proficiency with the system

• Reduced dependency on the service desk for basic issues

• Smooth Go-Live and successful system adoption across the organization