POSITION TITLE: Product Support Specialist I, CS (Nursys Specialist I, CS)

STATUS: Full time / Exempt

LOCATION: Chicago, Illinois (Hybrid: 2 days/week on-site, 3 days/week remote)

ABOUT NCSBN

The National Council States Boards of Nursing (NCSBN) is an independent, not-for-profit organization through which nursing regulatory bodies act and counsel together on matters of common interest and concern affecting public health, safety and welfare, including the development of nursing licensure examinations. Our mission empowers and supports nursing regulators in their mandate to protect the public.

JOB SUMMARY

We are seeking a talented professional to join our Nursys team within the Consolidated Services department. The ideal candidate will bring value to the team by providing administrative support for the Nursys daily operations.

Reporting to the Nursys Manager, Consolidated Services, the Nursys Specialist I will serve as a liaison between operations and Nursing Regulatory Bodies (NRBs) and ensure NRB-Nursys inquiries are resolved by providing accurate, prompt, and professional support.

This role is an exciting opportunity for an individual looking to strengthen their operational and administrative skills, while working for an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Provides administrative support to Nursys operations by serving as a primary liaison with NRBs, Customer Experience and other applicable vendors for leading Nursys-related projects, obtains additional information (from NRBs) and communicates problem status and resolution to Nursys end-user and relevant internal resources.
• Responds to Nursys.org related helpdesk tickets by responding within the SLA and resolving issues in expedient and accurate manners, keeping all internal and external stakeholders up to date on the status. Responsible for escalating complex data issues to the Business Analyst team.
• Communicates and coordinates with NRBs regarding rejected records, updates file rejects, records rejects to maintain the integrity of the reports and data in Nursys. Maintains daily and weekly Nursys reports, including but not limited to, workforce, NLS, SSN-related and state-specific reports.
• Monitors and audits NRB Nursys import files for currency and frequency of submissions and submission issues (rejected files, duplicate files, empty files) and works with NCSBN Business Analysts to resolve issues, including taking the lead on all issues through resolution and communication.
• Provides additional support by monitoring FITS daily, co-facilitates the posting of Nursys Corner, assists in coordinating and supporting the quarterly Nursys education sessions for NRBs.
• Acquires and maintains competent knowledge of relevant products, current support policies, and methods of support delivery to achieve established performance metrics based on standard operating procedures. Makes recommendations for continuous process enhancement.
• Evaluates, maintains, and updates standard operating procedures and other support documentation using writing, proofing, and editing skills. Provides recommendations and input for Nursys user documentation approach and standards.
• Performs other duties as assigned.

QUALIFICATIONS

• Associate degree preferred with a minimum 2 years of professional experience in a similar role
• Strong verbal, written, organizational, critical thinking and analytical skills required
• Professional interpersonal skills
• Effective communication skills
• Attention to detail, adaptability and flexibility in a fast-paced environment
• Computer Skills: Microsoft Office suite (Outlook, Word, Excel, PowerPoint) or CRM experience

TO BE CONSIDERED
Interested candidates must submit their resume as soon as possible.

The National Council of State Boards of Nursing (NCSBN) is an equal employment opportunity employer. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.