Application Support Specialist

Position:
Vital Records Support Specialist

Work Environment:
On-site – Being present in the office is an essential function

• Serve as the primary Help Desk contact for users of ROVER and other Vital Records tools.
• Monitor and resolve requests related to onboarding, offboarding, training, data quality, access, and platform support.
• Troubleshoot workflow and access issues and elevate complex matters when required.
• Coordinate training requests, scheduling, materials, webinars, and follow-up support.
• Develop and maintain user guides, manuals, process documentation, and training resources.
• Participate in user testing for platform updates and enhancements and document findings.
• Identify documentation and workflow gaps and support process improvement initiatives.
• Ensure data accuracy, integrity, compliance, and reliable service delivery.
• Collaborate with internal teams and multiple stakeholders on operational and cross-functional initiatives.

• Bachelor’s degree and 1 year of relevant experience, or an equivalent combination of education and experience.

• Bachelor’s degree in Public Health, Health Information Management, or a related field.
• Experience with help desk, technical assistance, investigative troubleshooting, or user support.
• Familiarity with Vital Records processes, including birth, death, fetal death, registration, issuance, amendments, and order processing.
• Strong analytical, problem-solving, communication, documentation, and process-improvement skills.
• Ability to manage multiple priorities in a dynamic, service-oriented environment.
• Candidates must be legally authorized to work in the United States without visa sponsorship.
• Background check is required.
• Education/certification/licensure documentation must be provided if required to meet qualifications.