Senior IT Support Analyst

The Senior IT Support Analyst is responsible for providing IT support for all franchises and Franchise Support Center staff.

What you will do:

• Provide technical support for products to end users through various means of communication
  • Products include web-based software as well as mobile technology
• Document support activity through our ticketing system, following proper process, emphasizing accuracy and efficiency; maintaining a quick turnaround to franchise users
• Create documentation for end users to follow to navigate repetitive technical requests
• Assist the training department as requested with creating training guides for end users
• Collaborate with the department to increase efficiency in order to better assist end users
• Provide regular feedback to IT team members on ways to improve our technology
• Communicate openly with employees to transfer knowledge on our products and known issues
• Stay up to date on new products, enhancements, and bug fixes being released
• Act as a consultant regarding applications and related support software; assists franchise users with properly following processes
• Assist various departments with miscellaneous projects related to IT, as requested
• Maintain regular and punctual attendance to ensure Franchises are serviced as needed
• Coordinates transfers, shutdowns, and new start-ups of franchises included but not limited to franchise user setups
• Maintain our ticketing system environment as an admin
  • Assist with providing team stats and ticket information as needed
• Performs administrative duties related to exchange licensing and security groups
• Performs advanced troubleshooting on reported issues
  • Properly documents the issue along with reproduction steps
  • Escalate the issue as needed to the appropriate team members
• Work on ongoing projects for the team as assigned (e.g. oversee PCI Compliance from all the franchises)
• Collaborates with the team and other departments to keep IT related documentation up to date, as needed
• Assists the franchises and Database Administrator with Sales Order modifications and data clean up
• Works with the Business Intelligence team on testing and documenting reports as requested
• Train and onboard new team members to ensure they are up to speed as quickly as possible
• Work with leadership to develop processes to improve efficiency within the team
• Complete other duties/responsibilities as assigned

What you will bring:

• Excellent customer service skills
• Skill in completing assignments accurately and with high attention to detail
• Ability to read, interpret and follow policies and procedures such as ISO, ITIL, SDLC and Project management methodology
• Broad based knowledge of the software support, quality control and development life cycles
• Intermediate knowledge of Microsoft Office Suites and other desktop software
• Ability to analyze, organize and prioritize work while meeting multiple deadlines
• Ability to effectively communicate orally and in writing
• Adaptable and with intellectual ability to thrive in a demanding, fast moving and customer focused environment
• Technical Expertise/Business Knowledge: Demonstrates in-depth technical expertise and knowledge appropriate to functional role; stays abreast with emerging technologies and trends
• Ability to work independently as well as work in a team and provide quality deliverables
• Ability to manage multiple priorities, establish workflow and meet deadlines
• Demonstrated ability to cultivate strong working relationships and drive collaboration across diverse team(s)
• Mentor to other team members

Education and Experience:

• Associate degree in Computer Science, technical or related field, or equivalent combination of education and experience is preferred
• Experience working in SQL Server and basic understanding of queries/ databases is preferred
• A minimum of 3 -5 years of experience in a comparable position is preferred.

  
  This position is 100% remote and we are hiring in the following states: Georgia, Florida, Mississippi, Tennessee, North Carolina, South Carolina, Alabama, Arkansas, Idaho, Michigan, Indiana, Iowa, Kansas, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nebraska, New Mexico, Oklahoma, Texas, Utah, Wisconsin, West Virginia, and Arizona

About ServiceMaster Brands

ServiceMaster Brands ® is a leading provider of residential and commercial cleaning and restoration services. Founded in 1929, the company is home to over 2,100 franchisees across 2,600+ locations serving over 1,000,000 homes and businesses in 2021. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under seven brands today across 50 states and ten countries that generate more than $3.5B in system-wide sales: ServiceMaster Restore ®, ServiceMaster Clean ®, Merry Maids ®, TWO MEN AND A TRUCK ®, Aftermath Services ®, AmeriSpec ®, and Furniture Medic ®. While each brand maintains a distinct identity, we share a commitment to our mission to make everyday heroes more heroic.

While each brand maintains a distinct identity, we share a commitment to our mission to make everyday heroes more heroic. From our franchisee experience to career development to our community, our values – We Serve, We Care, We Deliver, We Do - guide us.

Working as part of our team means bringing your best ideas to work every day and seeing the impact of your contributions. Stars in our company at all levels are builders—they love to create, lead and see their plan come to life. Our best people understand that while great ideas are important, they require incredible focus and teamwork to execute. Life inside our company is the opportunity to do the best work of your career with a high energy.

ServiceMaster Brands is headquartered in Atlanta, Georgia.

Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark focuses on investing in the consumer and business services sectors, with a specialization in multi-location and franchised businesses. Since inception, affiliates of Roark have invested in 100 multi-location, franchised brands, which collectively generate $62 billion in annual system revenues from 66,000 locations in 50 states and 89 countries. Please visit www.roarkcapital.com to learn more.