Cinnovx Implementation Support Analyst - CARES Folsom, CA · Full time Company website

Apply for Implementation Support Analyst - CARES

Cinnovx stands for Continuous (C)-Innovation (innov)-Accelerated (x). We are passionate about delivering innovative and sustainable solutions to clients across the country with a simple goal: To make “THEM” successful. We are thinkers, strategists, and technologists who are passionate about building cultures of continuous innovation that sustain excellence in a world that never slows down. Our services are grounded in sustainable innovation and are geared towards self-sufficiency. We help our clients formulate a vision, realize it, and ensure that the investments they make today are always focused on tomorrow. Our culture differentiates us. Our core values of Growth, Team First, and Results define us.

Key responsibilities

• Serve as a point of contact for Los Angeles County social workers experiencing issues with the CARES system during implementation.
• Triage and categorize issues reported by users — distinguishing between CARES system defects, user errors, and training gaps.
• Log, track, and escalate confirmed system defects to the CWDS technical team using established ticketing and issue management protocols.
• Deliver on-the-spot guidance and workflow coaching to social workers for issues classified as user-driven or training-related.
• Identify patterns in reported issues and communicate trends to the CWDS implementation team to inform system fixes and training curriculum updates.
• Conduct on-site support visits to Los Angeles County district offices to provide hands-on assistance to frontline staff.
• Maintain detailed documentation of reported issues, resolutions, and user feedback for post-implementation review.
• Collaborate with CWDS project leadership, county liaisons, and system vendor representatives to coordinate timely issue resolution.
• Contribute to the development of quick-reference guides, FAQs, and job aids to support user adoption and reduce repeat support requests.

Required qualifications

• Child welfare program knowledge: Solid understanding of California child welfare policy, program structure, and social worker workflows (e.g., referrals, investigations, case management, court documentation).
• Case management system experience: Prior hands-on experience with child welfare case management systems (CWS/CMS, CCWIS-compliant systems, or comparable statewide platforms).
• Issue triage and analytical skills: Demonstrated ability to quickly diagnose and classify system issues, distinguish defect types, and make sound routing decisions under pressure.
• Communication skills: Ability to communicate technical findings clearly to non-technical end users, as well as summarize and escalate issues effectively to project leadership.
• System implementation exposure: Prior experience supporting a government system implementation, go-live, or ERP/case management rollout in a support or analyst capacity.
• Documentation: Proficiency in documenting issues, writing clear summaries, and maintaining issue logs in a structured format.
• Travel availability: Ability to travel to Los Angeles County district offices as required throughout the engagement period.

Preferred qualifications

• Direct experience with CARES or familiarity with the CARES system modernization initiative.
• Prior work experience at or with Los Angeles County DCFS or a California county child welfare agency.
• Background as a social worker, eligibility worker, or program specialist in a California county child welfare or social services department.
• Experience with help desk ticketing systems (e.g., ServiceNow, Jira, Zendesk) and issue management workflows.
• Bilingual in Spanish — preferred given LA County's service population.
• Bachelor's degree in Social Work, Public Administration, Information Systems, or a related field.

Note: This position is contingent upon contract award. We are pursuing a contract and anticipates a need for this role. Qualified candidates who express interest will be contacted upon award confirmation

Employment Fraud Warning

Cinnovx will never ask job applicants or employees to pay any fees, costs, or expenses as part of our recruitment, hiring, or employment process. We do not charge for job applications or interviews, background checks or drug screenings, training materials or equipment, or any other recruitment-related services. All official job communications will come from verified Cinnovx email addresses ending in @cinnovx.com. Our recruiters will never request payment or personal financial information during any stage of the hiring process. If you encounter suspected fraud, please report suspicious recruitment activities claiming to represent Cinnovx to [email protected] and to local authorities. Remember: Legitimate employers pay you, not the other way around.