TN PULSE Training & End-User Support Lead

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.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit .Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed.Services:TeachingLearning SolutionsData SystemsIT SolutionsFinancial SolutionsEquity in EducationEquitable EducationRecovery ServicesThe TN Support & Training Lead is responsible for providing advanced end-user support and leading statewide training efforts for TN PULSE, Tennessee’s Special Education technology platform built on PCG's EDPlan. This role serves as a subject matter expert in how districts and school-level staff use TN PULSE, supporting issue resolution, communicating with end users through Zendesk, identifying system and workflow challenges, and partnering closely with the TDOE client and internal PCG teams to improve user experience and system adoption.This role focuses on deep user understanding, high-quality support, and effective communication between end users, TDOE, and PCG teams. The role is based in the Metro Nashville area and requires in-office presence two days per week, along with leading in-person trainings across the state as needed.Key ResponsibilitiesEnd User Support (Tier 2 and Tier 3)Serve as a primary PCG point of contact for end user support in TN PULSE through ZendeskEffectively identify system defects by troubleshooting in the system and reviewing technical documentation. Clearly document issues, steps to recreate the issue, and impact for escalation of issues to Product and Development teams.Partner with internal teams to track progress of escalated issues and communicate updates to users.Identify trends, recurring issues, and user pain points from support interactionsEnsure accurate, timely, and professional communication with districts and state partnersProvide end user support for other clients in the region as needed based on capacity and regional prioritiesTraining LeadershipServe as the training lead for Tennessee, partnering closely with TDOE, district leadership, and the PCG TN State Manager on training strategy and planningPlan, schedule, and deliver statewide TN PULSE trainings (virtual and in-person) to meet state contract requirementsPlan, schedule, and deliver district and school-level supplemental trainings purchased by districtsCoordinate across PCG teams to support consistent delivery of trainings including those provided for add-on servicesDevelop and maintain up-to-date training content, including presentations, scripts, end user guides, and recorded materialsMid-South RegionEnsure training efforts support consistent system usage and successful adoption across the stateProvide support for delivering trainings and end user materials for other clients in the region as neededSystem Expertise & User AdvocacyDevelop deep expertise in how end users interact with TN PULSE across IEP, 504, ILP, ILP-D, Student Success Plan, Transportation, and additional products as assignedAct as a user advocate by translating real-world usage challenges into clear recommendations for system improvementCollaborate with Product and Client Management teams to share insights on usability, workflow alignment, and training gapsSupport product readiness by supporting User Acceptance Testing, validating that new features or updates are understandable from an end-user perspectiveHelp communicate best practices for system usage in alignment with TDOE policy and guidanceClient Partnership and Cross-Functional CollaborationPartner closely with TDOE, Client Management, and Program teams to support statewide prioritiesParticipate in client meetings as needed to provide support insights, training guidance, and user contextCollaborate with Product, Development, and Data teams to support issue resolution and continuous improvementContribute to improvements in support workflows, documentation, and training approaches across the regionSupport a culture of collaboration, continuous learning, and operational excellencePolicy and Compliance KnowledgeMaintain working knowledge of Special Education, English Learner, ILP-D, and 504 processes and compliance in TNUnderstand how federal and state policy and procedural requirements translate into system usage expectationsSupport districts and the state by reinforcing consistent, compliant system usage through support and trainingMinimum Qualifications and ExpectationsExperience supporting end users in a complex software system, ideally within Special Education or K-12 educationDemonstrated experience providing Tier 2 and/or Tier 3 end-user supportStrong training facilitation skills, including planning, content development, and deliveryComfort presenting to large and diverse audiences in a variety of delivery modelsExcellent communication and documentation skillsAbility to analyze user issues, identify patterns, and explain complex concepts clearlyStrong self-driven organizational and time-management skills with the ability to balance multiple prioritiesPreferred Additional QualificationsExperience supporting or using TN PULSE, EDPlan, or similar Special Education technology systemsExperience working with Zendesk or a comparable ticketing/support platformFamiliarity with SDLC processesExperience with configuration, testing, and technical documentation of technology productsExperience partnering with state education agencies or large statewide clientsCompensation:Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.Range: $62,000 - $80,000PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.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 Public-Consulting-Group