Client Service Associate 2

About the Company Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S., working across the 50 states, six Canadian provinces, and Europe. Position Overview The TN Support & Training Lead will provide advanced end‑user support and lead statewide training efforts for TN PULSE, Tennessee’s Special Education technology platform built on PCG’s EDPlan. Based in the Metro Nashville area, the role requires in‑office presence two days per week and leading in‑person trainings across the state as needed. Key Responsibilities End User Support Serve as the primary PCG point of contact for end‑user support in TN PULSE via Zendesk. Troubleshoot system defects, document issues, and identify trends or user pain points. Escalate issues to Product and Development teams, track progress, and keep users and partners informed. Provide support for other regional clients as needed. Training Leadership Act as the training lead for Tennessee, coordinating with TDOE, district leadership, and the PCG TN State Manager on training strategy. Plan, schedule, and deliver statewide TN PULSE trainings (virtual and in‑person) to meet contract requirements. Deliver district and school‑level supplemental trainings, coordinate with PCG teams to ensure consistent training delivery, and develop and maintain up‑to‑date training content. System Expertise & User Advocacy Develop deep expertise in how end users interact with TN PULSE across all modules. Translate real‑world usage challenges into clear recommendations for system improvement, collaborate with Product and Client Management teams, and support User Acceptance Testing. Communicate best practices for system usage in alignment with TDOE policy and guidance. Client Partnership and Cross‑Functional Collaboration Partner closely with TDOE, Client Management, and Program teams to support statewide priorities. Participate in client meetings as needed, collaborate with Product, Development, and Data teams to support issue resolution, and contribute to improvements in support workflows, documentation, and training approaches. Policy and Compliance Knowledge Maintain working knowledge of Special Education, English Learner, ILP‑D, and 504 processes and compliance in Tennessee. Translate federal and state policy requirements into system usage expectations and reinforce consistent, compliant system usage through support and training. Qualifications Experience supporting end users in a complex software system, ideally within Special Education or K‑12 education. Demonstrated experience providing Tier 2 and/or Tier 3 end‑user support. Strong training facilitation skills, including planning, content development, and delivery. Comfort presenting to large and diverse audiences across a range of delivery models. Excellent communication and documentation skills. Ability to analyze user issues, identify patterns, and explain complex concepts clearly. Strong self‑driven organizational and time‑management skills with the ability to balance multiple priorities. Preferred Additional Qualifications Experience supporting or using TN PULSE, EDPlan, or similar Special Education technology systems. Experience working with Zendesk or a comparable ticketing/support platform. Familiarity with SDLC processes. Experience with configuration, testing, and technical documentation of technology products. Experience partnering with state education agencies or large statewide clients. Compensation and Benefits Range: $62,000 - $80,000. PCG provides a range of benefits, including medical and dental care, 401(k), PTO, parental leave, and bereavement leave. EEO Statement Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work. #J-18808-Ljbffr