IT Field Operations Systems Specialist

Description

Company Overview:

ARCXIS, headquartered in Houston, Texas, is the nation's number one engineering and inspections firm, touching 1 in every 7 new homes, and operating in over 28 states. Committed to innovation and excellence, our services help to build better quality homes, more quickly, at lower cost, and with less risk. Formerly known as DPIS Builder Services, Ei Companies, Post-Tension Solutions, Ensign Building Solutions Home Energy Division, and Building Energy, ARCXIS unites extensive expertise into a single brand, offering nationwide coverage with a local touch. Our portfolio includes ABCO Construction Services, LLC, United Structural Consultants, and iPermit, amplifying our reach into the multi-family, multi-use, commercial, and pre-existing residential sectors. ARCXIS is majority owned by Saw Mill Capital, LLC (Briarcliff Manor, New York). Visit us online at www.arcxis.com.

Position Overview

The IT Field Operations Systems Specialist is a hybrid technical and operational role supporting both ForeSite and Onyx. The position serves as the primary bridge between field operations, business stakeholders, software development, and IT support. This role provides hands-on support, improves field workflows, coordinates system enhancements, develops training and documentation, and validates mobile and internal-system changes from discovery through post-launch support.

Primary Responsibilities

ForeSite and Onyx Operations Support

• Serve as the primary point of contact for ForeSite and Onyx onboarding, day-to-day support, issue triage, and escalation.
• Coordinate, prioritize, consolidate, and summarize support requests received through phone, email, and the ticketing system.
• Assist field team members with receiving, completing, and submitting jobs; troubleshoot workflow issues and escalate defects when necessary.
• Guide field personnel in diagnosing device or equipment problems and coordinate repair or replacement activities.
• Maintain clear communication between field teams, field leadership, scheduling, onboarding, software development, and internal support groups.
• Support the alignment and internalization of ForeSite capabilities within core ARCXIS systems and workflows.
• Business Process Analysis and Improvement
• Analyze end-to-end inspection and field-service processes to identify inefficiencies, control gaps, and opportunities for standardization or automation.
• Gather, document, and present business and end-user requirements for enhancements affecting ForeSite, Onyx, mobile applications, scheduling, inspections, and related internal systems.
• Partner with field operations, scheduling, engineering, onboarding, and technology stakeholders to translate operational needs into practical system improvements.
• Support data reconciliation, root-cause analysis, and corrective actions related to jobs, inspections, scheduling, and field workflows.

Training, Documentation, and Adoption

• Develop and maintain role-based training materials, quick-reference guides, standard operating procedures, and self-service troubleshooting resources for ForeSite and Onyx users.
• Establish and maintain standard tablet configurations and documented operating practices for Android and iOS devices.
• Conduct onboarding, refresher, and open-forum training sessions for inspectors, field management, and other operational users.
• Communicate system changes, known issues, workarounds, and process updates to field leadership on a regular cadence.
• Scope of Work and Recipe Management
• Collaborate with field management to develop and maintain detailed scopes of work, commonly referred to as recipes, that support consistent service delivery.
• Test and validate recipe changes before release to confirm that instructions are practical, accurate, and aligned with field requirements.
• Coordinate feedback and revisions when field conditions, customer requirements, or system capabilities change.
• Project Coordination, Testing, and Release Support
• Lead or support initiatives from discovery through deployment, including requirements gathering, solution review, test planning, user acceptance testing, release readiness, and post-launch support.
• Work closely with software developers to test ForeSite, the Onyx Mobile app, and related internal-system changes.
• Document test scenarios, results, defects, business impact, and recommended corrections; verify resolved items before production release.
• Provide structured field feedback to improve usability, reliability, adoption, and operational fit.
• Reporting and Continuous Improvement
• Prepare recurring summaries of support activity, issue trends, root causes, and recommended preventive actions.
• Monitor recurring problems across ForeSite, Onyx, tablets, job workflows, and related integrations, and coordinate sustainable resolutions.
• Contribute to process automation, system alignment, knowledge management, and continuous-improvement efforts.

Requirements

Education, Experience, and Qualifications

• Bachelor’s degree in information technology, computer science, business systems, or a related field, or equivalent relevant experience preferred.
• Minimum of three years of experience in IT support, field technology support, business systems support, software quality assurance, or a similar role.
• Experience troubleshooting mobile devices and field equipment in an operational environment.
• Experience with mobile device management, Android and iOS tablet operations, application testing, ticketing systems, and technical documentation.
• Ability to gather requirements, map workflows, execute structured testing, analyze issues, and communicate findings to technical and nontechnical audiences.
• Excellent written and verbal communication skills, with the ability to create and deliver clear training materials and operational documentation.
• Strong analytical, organizational, and troubleshooting skills, with the ability to manage priorities and resolve issues independently.
• Ability to collaborate effectively with field management, inspectors, schedulers, onboarding teams, developers, and support staff.

Work Requirements

• Full-time, in-office position.
• Periodic travel to field locations to support ForeSite and Onyx training, testing, rollout activities, and process-improvement efforts.
• Ability to support business-critical field operations and coordinate timely response to system or device issues.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance