Business Implementation & Support Specialist (ERP Exp Required)

About This Role

This specialist role focuses on the successful adoption and ongoing support of a standardized field service management platform across multiple operating brands. It involves hands-on execution, end-user training, developing standard operating procedures, and providing high-touch support to field and office personnel. The position serves as a functional expert and internal support resource, partnering with senior leadership and external vendors to bridge strategic initiatives and operational execution.

Responsibilities

• Facilitate role-specific training and SOP guidance during new brand onboardings, including group training sessions and one-on-one coaching for dispatchers, technicians, and office staff
• Develop, maintain, and continuously improve SOPs and training materials aligned with standardized platform workflows and enterprise technology standards
• Coordinate brand readiness activities prior to go-live, including data validation, user preparation, and completion of vendor and platform prerequisites
• Monitor post-go-live adoption by shadowing users, identifying knowledge gaps, and delivering targeted follow-up training
• Lead recurring, role-based support sessions to surface adoption challenges and resolve operational issues
• Manage platform configuration, including user permissions, business units, form creation, and pricebook administration
• Build and maintain operational reports and dashboards that enable leadership and brand managers to monitor key performance indicators such as conversion rates, membership metrics, and technician performance
• Continuously evaluate and optimize workflows to improve usability for brand teams while maintaining organization-wide standards
• Support the rollout of new tools and platforms across brands and corporate teams in partnership with the CTO
• Own the internal help desk ticketing process, resolving Tier 1 and Tier 2 platform support requests and escalating issues to internal stakeholders or external vendors when required

Requirements

• Advanced proficiency with field service management or business operations platforms, including configuration, troubleshooting, and end-user training across functional workflows (ServiceTitan experience strongly preferred)
• Proven ability to train and coach users with varying levels of technical skill in a clear, patient, and professional manner
• Strong written communication skills with the ability to produce clear SOPs, internal communications, and technical documentation
• Demonstrated project coordination skills with the ability to manage multiple implementations or brand engagements simultaneously
• Comfort operating within a growing and evolving technology ecosystem and quickly learning new platforms
• Strong analytical skills with the ability to build reports and present findings in a clear, actionable format for operational leaders