Calance
Application Support Specialist (Zendesk/ServiceNow) $25.00
Calance, Nashville, Tennessee, United States, 37247
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* We will NOT accept 3rd Party (C2C) Contractors **
JOB DETAILS:
Position:Application Support Specialist (Zendesk/ServiceNow)
JOB REF#:43888 – 64958
Duration:12+ Months (On-Going Contract)
Location:ONSITE – Nashville, TN 37243
Pay Rate:$25.00 (W2) or $28.00 (INC)
This role is ONSITE with the potential for remote work upon completion of training and demonstrated proficiency
HOURS: Monday Friday, 8:00 AM 5:00 PM CST
Application Support Specialist will focus on strictly on application-level support for the Licensure and Regulation System (LARS) and Zendesk, including configuration, ticket resolution, and workflow optimization. Provide desktop support or troubleshoot individual workstation issues Deploy or install hardware or software Address network connectivity problems or infrastructure related concerns Manage physical devices, printers, or peripheral equipment Perform system-wide upgrades or server maintenance
Ensuring 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. 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 by achieving a 100% response rate to the requestor within one business day and providing weekly status updates to the requestor: 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. 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.
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
REQUIRED SKILLS/EXPERIENCE: 3+ years of experience as a Application Support Specialist, providing desktop support, troubleshooting workstations, troubleshooting network programs and infrastructure issues. Experience with Systems Administration, performing upgrades and peripheral equipment support Experience supporting applications level support, including configuration, ticket resolution, and workflow optimization Application Support: Experience working with platforms such as Zendesk, Licensure and Regulation System (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 Licensing & Regulatory Systems: Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
Other requirements: Must pass a 10 panel drug test Must pass a criminal background check Must have a valid Driver’s Licence
Calance Consultant Benefits Offerings:
EPO/PPO Medical Plans HMO/PPO Dental programs Vision – VSP (Vision Plan Summary) 401K Retirement vesting program (VOYA) Paid Bi-Weekly/Direct Deposit Flex Spending Plan Voluntary Life, AD&D, STD or LTD plans
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This role is ONSITE with the potential for remote work upon completion of training and demonstrated proficiency
HOURS: Monday Friday, 8:00 AM 5:00 PM CST
Application Support Specialist will focus on strictly on application-level support for the Licensure and Regulation System (LARS) and Zendesk, including configuration, ticket resolution, and workflow optimization. Provide desktop support or troubleshoot individual workstation issues Deploy or install hardware or software Address network connectivity problems or infrastructure related concerns Manage physical devices, printers, or peripheral equipment Perform system-wide upgrades or server maintenance
Ensuring 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. 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 by achieving a 100% response rate to the requestor within one business day and providing weekly status updates to the requestor: 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. 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.
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
REQUIRED SKILLS/EXPERIENCE: 3+ years of experience as a Application Support Specialist, providing desktop support, troubleshooting workstations, troubleshooting network programs and infrastructure issues. Experience with Systems Administration, performing upgrades and peripheral equipment support Experience supporting applications level support, including configuration, ticket resolution, and workflow optimization Application Support: Experience working with platforms such as Zendesk, Licensure and Regulation System (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 Licensing & Regulatory Systems: Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
Other requirements: Must pass a 10 panel drug test Must pass a criminal background check Must have a valid Driver’s Licence
Calance Consultant Benefits Offerings:
EPO/PPO Medical Plans HMO/PPO Dental programs Vision – VSP (Vision Plan Summary) 401K Retirement vesting program (VOYA) Paid Bi-Weekly/Direct Deposit Flex Spending Plan Voluntary Life, AD&D, STD or LTD plans
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