Role: Application Support Specialist – LARS & Zendesk
Location : 665 Mainstream Dr Nashville, Tennessee 37243 (On Site)
Duration: 6+ Months
Job Description
Communication & Collaboration Skills
- Customer Service & User Support: Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests
- Cross-Functional Collaboration: Experience working with multiple teams, including application coordinators, trainers, and QA personnel
- Professional Documentation & Reporting: Ability to clearly document system changes, maintain logs, and communicate status updates effectively
Technical Knowledge & Skills
Help Desk Support:
- Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices
- Licensing & Regulatory Systems: Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
- Application Support: Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management
- Configuration & System Administration: Ability to modify and configure system settings, user permissions, and automated workflows
- Data Management & Documentation: Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint
- Daily Tasks
Ensure the completion of all (assigned) routine LARS and Zendesk Support tickets and address requested changes promptly by achieving a 100% response rate within one business day and closing all tickets within three business days.
Action Steps:
- Complete requested changes for password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within 3 business days.
- Follow up with the requester for any additional needed information within 1 business day.
- Ensure all communication with the requestor is noted within ServiceNow.
- Ensure all time spent on non-HRB tickets is noted within ServiceNow.
- Ensure the completion of all assigned configuration requests for LARS and Zendesk by achieving a 100% response rate to the requestor within one business day and providing weekly status updates to the requestor and LARS Application Manager until the change is completed.
- Action Steps:
- Collaborate with the LARS Application Coordinator to ensure that complete and accurate requirements are gathered.
- After requirements are gathered, provide an anticipated timeline for changes within one business day and keep the LARS Application Coordinator updated on the progress of the changes.
- Work with the Application Trainer or STS QA Resources to ensure that appropriate testing is completed.
- Work with the LARS Application Coordinator to ensure the requester's sign-off is obtained.
- Document all modifications made to the Licensure and Regulation System (LARS) in the Application Change Log.
Action Steps:
- Ensure that all changes are consistently logged within one business day of implementation.
- Store any supporting documentation in the assigned location within the SharePoint site.
- Collaborate with the LARS Application Coordinator to maintain an up-to-date log.
Please share Profiles to [email protected] Or Reach me 469-813-0748,
Job Type: Contract
Pay: $30.00 - $32.00 per hour
Expected hours: 40 per week
Security clearance:
Ability to Commute:
- Nashville, TN 37201 (Preferred)
Ability to Relocate:
- Nashville, TN 37201: Relocate before starting work (Preferred)
Work Location: In person
