Job Information
TEKsystems Field Service Management Support Admin in New Brighton, Minnesota
Description:
Essential Duties and Responsibilities:
This position will support ongoing efforts and various one-time initiatives for Company Business Systems, specifically for the Field Service Management system that serves multiple operating companies (Op Cos). This role is responsible for technical solutioning for the Inspection & Service Operations team to meet business requirements. They will provide technical oversight to support the SaaS-based FSM solutions. Lastly, this position works alongside team members to support daily operations within the FSM and associated systems. This role is critical to our commitment to the central premise...ensuring quality is top of mind when we release our solutions to our men and women in the field and branch teams.
Responsibilities include:
• Respond to and resolve service incidents reported by Operating Companies and other IT workstreams
• 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 workstreams 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
Work Experience Requirements:
• BS/BA in field related to computer science, information technology, business or other relevant business application is preferred but less significant than other requirements listed.
• Excellent analytical skills and aptitude for critical thinking, problem-solving, and decision-making
• Excellent communication and interpersonal skills
• Exceptional time management and organizational skills
• Strong character, ethics, commitment, and reliability
• Proficient in Microsoft Suite
Skills:
fsm, erp, dataflow
Top Skills Details:
fsm,erp,dataflow
Additional Skills & Qualifications:
Need good customer support skills
Experience Level:
Expert Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.