Job Description
Job Description: Requirement/Must Have:
- 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.
Responsibilities: - 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.
CYNET SYSTEMS
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