Application Support Specialist

Full Job Description

Under general supervision, the Application Support Specialist provides user support and training to court staff, South Carolina Judicial Branch (SCJB) personnel, and other users of statewide technology services developed by the Judicial Branch. These services include, but are not limited to, the Appellate Court Case Management System (C-Track), Trial Court Case Management System (CMS), Attorney Information System (AIS), Bar Admissions Tracking System, e-Filing solutions, SCJB’s document management system (OnBase), website content management systems, county statistics systems, Judicial Branch public and trial court websites, and other SCJB applications.
The Application Support Specialist is also responsible for testing and troubleshooting SCJB’s Court Case Management System (CMS), Jury Management System (JMS), and e-Filing applications to ensure compliance with application specifications and standards for consistency, usability, and system functionality.

Essential Duties and Responsibilities of the Position
User Support & Training
•Provide virtual or onsite training to judges, clerks, court reporters, and other judicial users during go-lives or ongoing operations.
•Ensure judicial application users are effectively onboarded and trained to use applications accurately, efficiently, and consistently, supporting reliable court operations.
•Ensure new users understand system responsibilities, workflows, and data integrity requirements.
•Translate business process issues into technical support actions.
•Support court operations during critical events (court sessions, filings deadlines, elections, emergency orders, etc.).
•Deliver responsive, professional customer service in a high-visibility environment

Incident Management & Troubleshooting
•Provide expert level support for complex issues regarding judicial application incidents and service requests.
•Conduct user interviews to review and research; communicate with clarity as often as necessary with user.
•Diagnose and analyze application, data, integration, and user-workflow issues.
•Conducts data analysis and provides recommendations to resolve any issues or anomalies against our CMS databases using SQL scripts. Consults with Apps Team and DBA regarding same.
•Creates individual test procedures for tasks entered into Ivanti by analyzing program specifications and writing the step-by-step instructions required to recreate application non-conformities and validate software conforms to specifications.
•Coordinate resolution with business analysts, development team, vendors, database administrators, and infrastructure staff.
•Document root causes and corrective actions.

Application Support & Operations
•Provide day-to-day operational support for judicial applications (e.g., case management, e-filing, JMS, AIS, website, etc.)
•Maintain application configuration tables, codes, roles, permissions, and workflows.
•Monitor application availability, performance, and configuration ensuring systems operate within established service levels and court schedules.
•Support application updates, enhancements, and new feature releases.
•Participate in testing, validation, and user acceptance activities.
•Assist with data integrity and audit readiness
•Serves as an administrator for the SC Electronic Filing system.

Documentation & Knowledge Management
•Maintain application support documentation, FAQs, and standard operating procedures.
•Document incidents, resolutions, and configuration changes.
•Contribute to knowledge base to improve first-contact resolution.
•Assists in the development and preparation of training materials and reference guides by reviewing content for accuracy and completeness prior to release.

Continuous Improvement & Optimization
•Identify recurring issues and recommend process or system improvements.
•Assist with automation, monitoring, and efficiency initiatives.
•Participate in modernization efforts and system migrations.
•Support data-driven decision-making through operational insights.
•Remains up-to-date and knowledgeable on Release notes, Hot Fixes, program changes, implementation plans and release schedules to assist users.

Security, Compliance & Access Control
•Administer user access consistent with judicial security policies and separation-of-duties requirements.
•Support compliance with confidentiality, privacy, and records retention standards.
•Assist with audits, access reviews, and incident investigations.
•Ensure sensitive judicial data is handled appropriately.

Team Collaboration & Leadership
•Provide guidance & mentorship to the team through changes in application, courtroom operations, and other related judicial workflows
•Promote open communication, teamwork, and a positive culture to maximize productivity and innovation
•Set an example for peers by embracing best practices, contributing to continuous process improvement, and delivering best-in-class customer service.

Performs all other duties as assigned.

Requirements

A high school diploma (or equivalent) and at least five (5) years of progressively responsible experience providing application support, technical support, and user training in a court or judicial setting.

Qualifications

Knowledge of the South Carolina state court system. Experience working in South Carlina's Statewide Case Management System (CMS), Jury Management System (JMS) and E-Filing application is a plus.
Training or hands-on experience with court case management systems, judicial technology applications, or comparable enterprise-level systems. Demonstrated experience analyzing complex technical issues, performing troubleshooting, and implementing effective solutions.
Proven experience delivering training in multiple formats, including in-person, virtual, and one-on-one instructional settings. Strong background providing technical troubleshooting and end-user support in a fast-paced or mission-critical environment.
Experience conducting functional and system testing, including documenting results and identifying system improvements.
Demonstrated work in a technical support or help desk environment supporting diverse user groups.
Experience developing, modifying, and using SQL scripts for data queries, validation, reporting, or troubleshooting purposes.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.

Knowledge & Skills required
Demonstrated experience working with court case management systems or judicial technology applications.
Ability to analyze, troubleshoot, and provide solutions to complex problems.
Experience delivering in-person, virtual, and one-on-one training
Proven ability to provide technical troubleshooting and end-user support
Strong written and verbal communication skills
Knowledge of functional and system testing methods and techniques.
Demonstrated experience in a technical support environment.
Experience using and developing SQL scripts.

Additional Information

The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children.
• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll).
• 15 days paid annual (vacation) leave per year.
• 15 days paid sick leave per year.
• Option to designate 10 days of earned paid sick leave per year as family sick leave.
• 13 paid state holidays.
• Workers’ Compensation Benefits.