Over-The-Shoulder Support Analyst (COTS) - Field Support

E.K. Associates is seeking experienced Over-The-Shoulder Support Analysts (COTS) to provide in-person, hands-on user support for a large-scale enterprise system implementation within a government client environment. 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
  • 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

For over 10 years, E.K. Associates has been successful in solving complex problems across diverse areas of applications. We have gained the knowledge and proven abilities to assess our clients’ needs and provide the broadest assortment of technical options, to derive the most effective solution. In addition, E.K. has been awarded the Local Business Preference designation by the City of Los Angeles. We are a certified MBE/WBE/SBE/DBE company.