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Application/IT Support Specialist - Field Support
Saint Paul, Minnesota  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on March 22, 2023
Job Id #62298 Posted March 10, 2023

Skill Set Requirements:

  • A strong focus on detail-oriented work
  • Proficient documentation skills
  • Excellent observational, analytical, and creative skills
  • Ability to communicate and collaborate effectively with other IT team members.
  • Strong investigation and problem-solving skills
  • Capable of multi-tasking, prioritizing, and flexibility as required to help our teams in the areas of need.
  • Experience with a service management/ticket management system (example: ServiceNow)

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 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
  • 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
  • Other duties as needed or assigned.

Experience You Will Bring:

  • Quality First attitude
  • Strong character, ethics, commitment, and reliability
  • Data-driven and analytically focused approach.
  • Exceptional time management and organizational skills
  • Excellent analytical skills and aptitude for critical thinking, problem-solving, and decision-making
  • Effective communication for various stakeholder levels (IT support team, project team, IT leaders, and business stakeholders).
  • 2+ years of ERP support experience (supporting ERP, Field Service, Payroll, or critical business systems)
  • 5+ Years of experience working in an IT environment independently and in teams (including remote and global delivery models).
  • ITIL Service Management Experience is a plus
  • Proficient in Microsoft Suite (Word, Excel, SharePoint)

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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