ServiceTitan Field Service Systems Analyst

The Service Systems Analyst applies expertise to configure and customize software to meet the needs of service delivery divisions at BGIS, as well as BGIS customers. The position works with different BGIS departments and multiple key customers for the organization to implement creative solutions for a positive outcome. The Service Systems Analyst demonstrates BGIS values in communication with clients and other team members. 

Key Duties & Responsibilities

• Support the development as a stakeholder of the BGIS Field Service Management platform and how it interacts with BGIS accounting system and BGIS RealSuite in addition to integrations to other 3^rd party applications.
• Support and enhance core functionality, process workflow, user defined fields, configurations, customer portals, and KPI reporting by business unit and region. 
• Continuously optimize how BGIS uses the mobile app, payroll, planning/scheduling/dispatching, client management, contract management, pricing rules, estimating/quoting management, inventory management, asset management, and service agreements (preventive maintenance programs), etc.
• Participate in existing and new integrations or data sharing with BGIS platforms including platforms such as Quickbooks, Oracle, RealSuite, and external platforms such as client systems (e.g., ServiceChannel) or other work order management, accounting, and customer payment portals.
• Coordinate integration issues, as needed by working with BGIS IT and 3^rd party IT support, on an urgent and ongoing basis to aid troubleshooting and resolutions.
• Monitor activity logs on the systems to assist and support troubleshooting, and reboots along with addressing other inquiries. 
• Contribute to the completion of other key initiatives, as assigned.

• Identify and implement required “user defined fields” (UDF’s) by adding fields to screens and database that may be used by process flows. 
• Develop and implement process flows with the Field Service platform.
• Configure and publish reports from the system including different formats of invoices, purchase orders, quotes, and other key information. This includes performance reporting such as open work order reporting.
• Confiture and publish changes applicable changes to mobile app and oversee BGIS activity.
• Support development of Power BI reporting platform and development of views. Provide overall support as individual lines of business are encouraged to self develop. 

• Implement migration for acquired businesses including BGIS established customizations, process flows, UDF’s, configurations, and other details. 
• Load legacy data into BGIS systems and evaluate legacy integration needs. 
• Support training approach based on curriculum and audience. 
• Support consistent training for optimal implementation and adoption including:
  • New Team Members
  • Existing business units
  • Acquired business units
  • New customers
  • Existing customers

• Analyze software and feature upgrades to determine if delivered to users’ expectations.
• Evaluate and capture efficiencies gained (utilization of same or less people resources) such as:
  • Dispatch – More tickets per dispatcher, fewer miles per ticket and service level agreement performance
  • Technicians – More tickets per period, increased efficiency by tasks (fewer hours by task over time), and service level agreement performance
  • Customers – Positive feedback from external and internal customers, increased revenue per all business unit team members and per technician
  • Contribute to the completion of other key initiatives, such as divisional and customer KPI scorecards / dashboards, as assigned

• Demonstrated experience and expertise supporting Field Service Platforms such as ServiceTitan, IFS, Sampro, DataBasics, Jonas, etc.
• Associate Degree/Education/Experience in related area of study or equivalent work experience.
• Minimum 2 years of experience performing job duties in a similar role.
• Excellent communication and presentation skills with internal departments and external clients.
• Ability to ask questions, determine specific needs and problem solve with efficient solutions. 
• Time management skills to balance multiple priorities
• Proficiency in computer applications including Microsoft Office Suite and the ability to learn and administer various software platforms quickly.
• Understanding of Programming Languages: SQL and XMLS preferred.

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.  

BGIS is an equal opportunity employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. 

Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement.

The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training.

BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who the source of our strength has always been. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence. 

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

The salary range for this exempt position in the US is $90,000-110,000 annually. 

A candidate’s salary offer is determined by various factors including, but not limited to, relevant work experience, knowledge, skills, abilities, education, certifications, licenses, and location.

BGIS offers a comprehensive benefits package including medical, dental, vision, prescription coverage, health savings account, flexible spending account (both healthcare and dependent), 401(k) with a Company match, Paid Time Off, paid company holidays, short term and long-term disability, life insurance, employee assistance program, tuition reimbursement, paid parental leave, gym membership discount and team member referral bonus.

Our dedication to the principle of pay equity is steadfast. We believe in equal pay for work of equal value.  

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