Software Support Analyst

Software Support Analyst

The Software Support Analyst will play a crucial role in providing ongoing support and optimizing the software platforms for Ace Handyman Services and Ace Hardware Painting Services, serving as a subject matter expert for ServiceTitan, Monday.com, and other software platforms. This position also assists with onboarding new businesses, ensuring smooth integration and effective utilization of our systems.

Major Activities/Accountabilities

• Provide personalized one-on-one sessions and webinars for franchisees and staff throughout the onboarding and post-go-live phases, guaranteeing their success and expertise with ServiceTitan.
• Develop and deliver targeted training to franchisees and internal staff to deepen their understanding, ensuring knowledge of new features and updates, and maximize their use of the features of the software platforms assigned to the business units.
• Quickly and effectively resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com, prioritizing high-impact concerns.
• Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring they optimized for maximum functionality and aligned with business goals.
• Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence.
• Support the monthly communication to franchisees and staff, detailing the progress of the ServiceTitan implementation, highlighting new support resources, strategic initiatives, and recent product updates.
• Support the optimization and maintenance of the AHS Monday.com account.

Knowledge, Experience, and Competencies

• Bachelor's degree in information technology or equivalent experience
• Prior Home Services industry experience strongly preferred
• 3-5 years' experience with ServiceTitan software
• 2+ years of Service Industry experience
• Technical Proficiency: Proficient in software such as ServiceTitan, Monday.com, and Microsoft Office
• Stakeholder Management: Experience in managing expectations and relationships with various internal and external stakeholders
• Innovative Thinking: Capacity to drive innovation in technology and business processes to drive efficiencies and profitability
• Problem-Solving: Excellent analytical and problem-solving abilities
• Adaptability: Ability to adapt to rapidly changing technology landscapes

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life's necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It's a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
• You are joining a team that's committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

* Benefits are provided in compliance with applicable laws, plans and policies.