• Job Description

  Req#: 25-34644
  Job Description:
  
  Responsibilities:
  • Responsible for maintaining the Licensure and Regulation System (LARS) and external help desk system (Zendesk).
  • This role requires a proactive approach to resolving system issues, processing change requests efficiently, and implementing solutions as directed.
  Communication And 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 And 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 xx 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 xx to the requestor within one business day and providing weekly status updates to the requestor and LARS Application Manager until the change is completed.
  • 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.

• About the company

  We are a team of technical visionaries who joined forces to form a company that would gather the best and brightest talent in the world. The company uses this talent to help other organizations fulfill their technological dreams and goals and make them a reality. Welcome to Cynet Systems Inc. – a premier staffing and recruiting company – a nationally and locally certified diversity firm.

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