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 1^st 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)