FSM Support Specialist

**** Please do not apply unless you have Experience in supporting Field service management platforms... API uses Astea for FSM, but this is not required (servicemax/servicetitan are comparable solutions**
* Description

Essential Duties and Responsibilities:

This position supports ongoing efforts and one-time initiatives for Business Systems, specifically for the Field Service Management (FSM) system that serves multiple operating companies (Op Cos). This role evaluates system processes and capabilities through analysis and critical thinking and collaborate with IT work streams and Op Cos to improve business & system processes. Lastly, this position works alongside team members to support daily operations within the FSM and associated systems.

Duties include:

Learn aspects of software systems utilized by APi Group, including end user use of system, minor to complex configurations, and business processes within the system
Support the Operating Companies and other IT work streams to solution more complex use cases brought forth by end users for resolution through the Support ticket system
Determine repetitive support tickets that can "shift left" within IT by developing training and creating shared knowledge for other customer support teams
Collaborate with stakeholders to solution tickets and determine root causes, including end user retraining, developing training tools, process reevaluation, or changes to software
Ensures solutions, configurations, and processes are sustainable and scalable
Support testing and QA/QC efforts to verify functionality through proven test scripts
Support partnership with SaaS vendor to ensure system maintenance, stability, and optimization
Engage the user community to support Operating Companies' use of the system through training, support, standard processes, and feedback loops
Help maintain user community communication, training documentation, and resources, ensuring these living documents are readily available and up to date as necessary
Analyze business processes within the systems to ensure optimization, efficiency, and scalability
Day-to-day responsibilities:
Learn aspects of software systems utilized by APi Group, including end-user use of the system, minor to complex configurations, and business processes within the system
Respond to and Resolve Service Incidents reported by Operating Companies and other IT work streams
Document incident resolution by creating Knowledge articles that can improve ticket resolution rates by 1st level of support
Support the Operating Companies and other IT work streams to solve more complex use cases brought forth by end users for resolution through the Support ticket system
Determine repetitive support tickets that can "shift left" within IT by developing training and creating shared knowledge for other customer support teams
Collaborate with stakeholders to solution tickets and determine root causes, including end-user retraining, developing training tools, process reevaluation, or changes to the software
Ensures solutions, configurations, and processes are sustainable and scalable
Support testing and QA/QC efforts to verify functionality through proven test scripts
Support partnership with SaaS vendor to ensure system maintenance, stability, and optimization
Engage the user community to support Operating Companies' use of the system through training, support, standard processes, and feedback loops
Help maintain user community communication, training documentation, and resources, ensuring these living documents are readily
Skills
Support, Customer service, Technical support, FSM, SQL
Top Skills Details
Support, Customer service, Technical support, FSM, SQL
Additional Skills & Qualifications
Work Experience Requirements:
3+ years' experience supporting Field Service, ERP, Reporting, or critical business systems
Excellent analytical skills and aptitude for critical thinking, problem-solving, and decision-making
Excellent communication, interpersonal, and collaboration skills
Data driven and analytically focused approach
Exceptional time management and organizational skills
Strong character, ethics, commitment, and reliability
Proficient in Microsoft Suite (Word,…