Service Transition Specialist

At FORTÉ, every role plays a part in reimagining how the modern workplace works. Whether you're on the front lines with customers or behind the scenes making things run, your work helps people connect, collaborate, and get things done. From classrooms to control centers, we design and deliver the systems that power smarter, more connected workplaces – and it all starts with the people who make them possible.

FORTÉ (formerly AVI Systems) is a 100% employee-owned company with 50+ years of experience and a bold new identity.

The Service Transition Specialist plays a key role in FORTÉ's managed services team by onboarding customers and ensuring smooth transitions. Using ITIL best practices, this role manages projects, allocates resources, and oversees effective service delivery.

• Subject Matter Expertise
  :
  Act as SME (Subject Matter Expert) for managed services practices. Guide branch and central resources on standard and custom transition service practices.
• Project Management
  :
  Use ITIL principles to validate service designs and meet customer expectations. Manage multiple onboarding projects, tracking and reporting on progress and decisions. Conduct risk analysis, elevate issues, and ensure all stakeholders remain informed.
• Business Process Development
  :
  Work with stakeholders to maintain a Business Process Library. Document go-live processes, checklists, and continuous improvement initiatives.
• Training & Adoption
  :
  Prepare welcome materials, train customers and internal teams, and ensure readiness for service go-live.
• General Responsibilities
  :
  Facilitate meetings, document updates, and hold team members accountable. Align project plans with business leaders and manage within budget constraints. Conduct interviews and gap analyses to optimize workflows and maintain process compliance.

• Strong workflow and business process architecture skills, with the ability to identify and document the intersection of people, processes, and systems.
• Exceptional communication skills, effectively engaging with all organizational levels, including C-level executives.
• Proficiency in creating project plans, business correspondence, best practice documentation, project checklists, Visio workflow diagrams, and client-facing onboarding communication.
• Ability to present information clearly and respond to questions from managers, clients, and customers.
• Basic understanding of ITIL Service Lifecycle, especially Service Transition processes.
• Ability to maintain initiative and composure when dealing with customer escalations.

• Technical Skills
  :
  Proficient in Microsoft Office, ITSM/ITIL, BPM tools, and project management software (e.g., Smartsheet, MS Project, MS Planner, MS Power
  
  BI is a plus).
• Project Management
  :
  Ability to handle multiple projects with strong organizational and risk management skills.
• Analytical Skills
  :
  Skilled in conducting process gap analyses and defining improvement metrics.
• Experience
  :
  • Bachelor’s degree in IT, Business Administration, or related field preferred.
  • 3+ years in Managed Services Operations, Project Management, Business Process Development, and Technical Documentation preferred.
• Soft Skills
  :
  Exceptional communication, collaboration, and problem-solving abilities. Customer-focused and detail-oriented, with strong leadership skills.

• Certifications
  : ITIL Foundation (v4.0 preferred), CAPM or PMP (preferred).
• Additional Skills
  :
  Knowledge of Business Process Modeling Notation (BPMN), Lean Six Sigma, and enterprise architecture frameworks.

• Up to 25% travel to branch offices or client sites.

At FORTÉ, your work matters, and it’s easy to see the impact you make. That’s because we’re 100% employee-owned, and everyone here has a stake in how we show up – for each other, our customers, and the future we’re building. You’ll join a team that values your strengths, supports your growth, and shares your commitment to doing work that moves people and organizations forward.

With bold momentum and a clear mission, FORTÉ is a place where you can bring your best – and build what’s next.