Over-the-Shoulder Support Analyst (COTS) – Field Support Pay Rate: $30/hour Schedule: Pacific Time (PT) About the Role We are seeking an experienced Over-the-Shoulder Support Analyst (COTS) – Field Support to provide hands-on T…
Over-the-Shoulder Support Analyst (COTS) – Field Support
Location: California
Work Mode: Onsite
Pay Rate: $30/hour
Experience: 4–6 years
Schedule: Pacific Time (PT)
About the Role
We are seeking an experienced Over-the-Shoulder Support Analyst (COTS) – Field Support to provide hands-on Tier 1 and Tier 2 support to end users during enterprise system Go-Live and stabilization activities.
The COTS Analyst will be deployed onsite at regional office locations and work directly alongside users at their workstations. This role provides immediate system guidance, troubleshooting assistance, workflow support, and training reinforcement while ensuring incidents are properly documented and escalated when necessary.
The ideal candidate has strong experience supporting enterprise applications, assisting users during large-scale system implementations, and translating system functionality into clear, practical guidance.
Key Responsibilities
Provide in-person, over-the-shoulder support to end users during daily system operations.
Deliver Tier 1 and Tier 2 application support and troubleshoot common system issues in real time.
Assist users with system navigation, workflow execution, data entry, record updates, and document management.
Guide users through day-to-day operational activities within the application.
Reinforce proper system usage, business processes, training concepts, and established procedures.
Log and maintain all incidents, issues, and support activities in the designated ticketing system.
Troubleshoot application errors and guide users toward timely resolution.
Identify recurring user issues and communicate trends to the Service Desk and implementation teams.
Escalate complex or unresolved issues to Tier 3 support teams when appropriate.
Collaborate closely with Super Users, Service Desk Analysts, Implementation teams, and Training teams.
Support high-volume end-user needs during Go-Live and early stabilization periods.
Provide feedback to improve training materials, job aids, FAQs, and user-guidance resources.
Help improve user confidence, adoption, and proficiency with newly implemented systems.
Required Qualifications
4–6 years of experience supporting enterprise applications, system implementations, user support, or business operations environments.
Experience providing onsite or in-person application support during large-scale system rollouts or Go-Live events.
Strong understanding of business workflows and the ability to translate technical system functionality into practical user guidance.
Experience troubleshooting application issues and assisting users with real-time resolution.
Experience using ticketing and incident-management systems such as ServiceNow, Cherwell, or similar platforms.
Excellent verbal communication and interpersonal skills.
Ability to support users with varying levels of technical proficiency.
Strong problem-solving and critical-thinking abilities.
Ability to work effectively in fast-paced, high-demand environments.
Ability to work onsite and support Pacific Time (PT) business hours.
Flexibility to provide after-hours or weekend support when required during Go-Live and stabilization.
Preferred Qualifications
Experience supporting Salesforce or other enterprise SaaS applications.
Experience working in public-sector, government, or large enterprise environments.
Familiarity with change management, user adoption, and organizational transformation initiatives.
Experience working alongside implementation and training teams.
Previous experience reinforcing end-user training or supporting post-training adoption.
Interested in this position?
Review your details and resume before submitting your application.