Public Consulting Group LLC
public sector solutions
ClientServiceAssociate2
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Client Service Associate 2 at Public Consulting Group LLC. Skills: end-user support, training leadership, system expertise, user advocacy, client partnership, cross-functional collaboration. providing advanced end-user support. leading statewide training efforts for TN PULSE”
What You'll Achieve.
improve user experience and system adoption; meet state contract requirements; ensure training efforts support consistent system usage and successful adoption across the state
Industry & Context.
Ability to analyze user issues, identify patterns, and explain complex concepts clearly
requires in-office presence two days per week, leading in-person trainings across the state as needed
What They're Looking For.
Must Have
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, training facilitation skills, including planning, content development, and delivery, Comfort presenting to large and diverse audiences in a variety of delivery models, Excellent communication and documentation skills, Ability to analyze user issues, identify patterns, and explain complex concepts clearly, self-driven organizational and time-management skills with the ability to balance multiple priorities
Nice to Have
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
What You'll Do.
providing advanced end-user support
leading statewide training efforts for TN PULSE
serving 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
partnering closely with the TDOE client and internal PCG teams to improve user experience and system adoption
developing deep expertise in how end users interact with TN PULSE across IEP
and additional products as assigned
translating real-world usage challenges into clear recommendations for system improvement
supporting product readiness by supporting User Acceptance Testing
validating that new features or updates are understandable from an end-user perspective
helping communicate best practices for system usage in alignment with TDOE policy and guidance
How You'll Work.
Team & Collaboration
partnering closely with the TDOE client and internal PCG teams; partnering with internal teams to track progress of escalated issues and communicate updates to users; partnering closely with TDOE, district leadership, and the PCG TN State Manager on training strategy and planning; coordinating across PCG teams to support consistent delivery of trainings; collaborating with Product and Client Management teams to share insights on usability, workflow alignment, and training gaps; partnering closely with TDOE, Client Management, and Program teams to support statewide priorities; participating in client meetings as needed; collaborating with Product, Development, and Data teams to support issue resolution and continuous improvement; contributing to improvements in support workflows, documentation, and training approaches across the region; supporting a culture of collaboration, continuous learning, and operational excellence
Communication Scope
Excellent communication and documentation skills; Ensure accurate, timely, and professional communication with districts and state partners
Process & Methodology
planning, scheduling, and delivering statewide TN PULSE trainings, planning, scheduling, and delivering district and school-level supplemental trainings
Full Job Description
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 [www.publicconsultinggroup.com](http://www.publicconsultinggroup.com). 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:_ * Teaching * Learning Solutions * Data Systems * IT Solutions * Financial Solutions * Equity in Education * Equitable Education * Recovery Services The 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 leadin
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