Job Description

• Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests.
• Experience working with multiple teams, including application coordinators, trainers, and QA personnel.
• Ability to clearly document system changes, maintain logs, and communicate status updates effectively.
• Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices.
• Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies.
• Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management.
• Ability to modify and configure system settings, user permissions, and automated workflows.
• Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint.

• Ensure completion of all assigned LARS and Zendesk support tickets, addressing requested changes promptly, achieving a 100% response xx within one business day, and closing all tickets within three business days.
• Complete requested changes such as password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within three business days.
• Follow up with requesters for any additional needed information within one business day.
• Record all communication with requesters within ServiceNow.
• Log all time spent on non-HRB tickets in ServiceNow.
• Complete assigned configuration requests for LARS and Zendesk, providing a 100% response xx to requesters within one business day and weekly status updates until changes are completed.
• Collaborate with the LARS Application Coordinator to ensure accurate requirements gathering.
• Provide an anticipated timeline for changes within one business day after requirements are gathered and keep the LARS Application Coordinator updated on progress.
• Coordinate with the Application Trainer or STS QA resources to ensure appropriate testing is completed.
• Work with the LARS Application Coordinator to obtain requester sign-off.
• Document all modifications made to LARS in the Application Change Log within one business day of implementation.
• Store supporting documentation in the assigned SharePoint location.
• Collaborate with the LARS Application Coordinator to maintain an up-to-date change log.

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