Application Support Analyst - Build Ops

Key Responsibilities Platform Ownership & Governance

• Centralized Governance: Serve as the single accountable owner for the Build Ops platform across all Operating Companies (opcos). Establish clear governance for how requests, issues, enhancements, and priorities are submitted, reviewed, approved, and communicated.
• Enterprise Standards: Define and maintain enterprise-wide standards for system usage, configuration, and process design, ensuring escalations flow through a central pipeline rather than disconnected, ad hoc channels.

• Workflow Alignment: Drive consistency in how Operating Companies utilize Build Ops for service, purchasing, inventory, projects, reporting, and accounting-related workflows.
• Fragmentation Reduction: Identify where operating-company-specific practices should be preserved versus where standard enterprise workflows should be enforced to align teams on common terminology and expectations.

• Strategic Liaison: Act as the primary bridge between portfolio leadership, operating-company leaders, dispatch/service teams, accounting, implementation resources, and the Build Ops vendor.
• Expectation Management: Translate complex business needs into clear requirements, use cases, and action plans while managing stakeholder expectations regarding timelines, trade-offs, and constraints.

• Backlog Ownership: Own the intake, documentation, prioritization, and follow-through of enhancement requests, defects, and workflow improvements.
• Vendor Partnership: Partner directly with Build Ops to evaluate platform capabilities, influence their broader product roadmap, and sequence future releases based on enterprise-impact opportunities.

• M&A and Launch Support: Support new Operating Company launches, acquisitions, tenant setups, and post-go-live stabilization.
• Playbook Development: Participate in discovery, solution design, user acceptance testing (UAT), and create repeatable implementation templates, golden processes, and launch checklists.

• Executive Dashboards: Own and coordinate the enterprise reporting strategy for Build Ops to ensure leadership has reliable, real-time visibility into operational and financial performance across all companies.
• Data Validation: Validate that dashboards, reports, and source data align strictly with business definitions and intended use cases.

• Adoption Support: Assess process changes for operational impact, document future-state workflows, and coordinate the training and communication required to reinforce new feature adoption.
• Technical Integration: Partner with accounting, IT, data, and integration teams on data migrations, system dependencies, ERP handoffs, and known platform workarounds.

• Experience: 5+ years in business systems, field service operations, implementation, process improvement, or enterprise applications ownership.
• Platform Management: Proven experience owning or administering an operational platform across multiple business units, regions, or subsidiaries.
• Operational Knowledge: Strong understanding of service operations, dispatch, work orders, purchasing, inventory, projects, agreements, and accounting-adjacent workflows.
• Leadership & Execution: Demonstrated experience leading cross-functional initiatives, gathering requirements, mapping processes, and managing diverse stakeholders.

• Prior Build Ops experience as an administrator, super user, implementation lead, or enterprise owner.
• Experience working within a private equity environment or a multi-opco roll-up model.
• Deep familiarity with field service, construction, mechanical/HVAC, commercial service, or trades businesses.
• Familiarity with ERP/accounting integrations, data migration, and advanced reporting tools.