FSM Support Specialist

Field Service Management Support

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 collaborates 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, Excel, SharePoint)
• Skill set requirements:
• High learning agility and self-starter
• A strong focus on detail-oriented work
• Proficient documentation skills
• Excellent observational, analytical, and creative skills
• Ability to…