Job Description

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 of State 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.

We are seeking a talented professional to join our Nursys team within the Consolidated Services department. T he ideal candidate will bring value to the team by providing administrative and technical 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 who is looking to strengthen their operational, technical, and administrative skills, while working for an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Provides administrative and technical support to Nursys operations by serving as a primary liaison with NRBs, Customer Experience (CX), Information Technology, 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 and Speed Memos by responding within the Service Leveling Agreement (SLA) and resolving issues in expedient and accurate manner, keeping all internal and external stakeholders up to date on the status. Responsible for troubleshooting and resolving data issues and escalating matters to the Business Analyst (BA) team when necessary.
• Serves as the primary staff member responsible for supporting NCLEX Exam Data (NED) and split collapse record reports. Monitors the Falsified Identity Tracking System (FITS) daily, and co-facilitates the posting of Nursys Corner weekly message and news alerts.
• Assists in coordinating, supporting, and occasional presenting during the quarterly Nursys education sessions for NRBs.
• Communicates and coordinates with NRBs regarding rejected records, including daily file rejects and individual record rejections to ensure the integrity of Nursys data and reports. This position takes the lead on all data submission issues through resolution and communication.
• Maintains daily and weekly Nursys reports, including but not limited to, Workforce, Nurse Licensure System (NLS), Social Security Number (SSN)-related, and state-specific reports, while always adhering to Nursys policies.
• 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, while meeting established KPI goals. Makes recommendations for continuous process enhancement including 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.

QUALIFICATIONS

• Associate’s degree required.
• Minimum of two years of related experience.
• Knowledge of databases; Web and HTML; Customer Relation Management (CRM) system.
• Strong verbal, written, organizational, critical thinking and analytical skills required.
• Professional interpersonal skills and excellent customer service skills.
• Attention to detail, adaptability and flexibility in a fast-paced environment.

COMPENSATION AND BENEFITS

The anticipated starting salary for this position is $43,000 - $48,000 annually. Actual compensation will be dependent on a candidate’s relevant experience, skills, training, certifications/licenses, qualifications and geographical location.

NCSBN offers eligible employees a competitive benefits package that provides our team members with plan options to meet their individual needs. Review benefit details here: https://www.ncsbn.org/about/governance-and-staff/careers/ncsbn-benefits.page

TO BE CONSIDERED

Interested candidates are encouraged to 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.