Customer Platform Administration

Fortive; United States; Remote; USD 85.000 - 120.000; Vollzeit

Zusammenfassung

Fortive's ServiceChannel team is seeking a Platform Administrator who acts as trusted advisor and technical steward for customer environments, configuring platform settings, managing users, and implementing approved updates.

You will partner with Customer Success, Product, Support, and Facility Coordinators to optimize workflows, maintain dashboards, document changes, and communicate performance and enhancements to customers.

Qualifikationen

• 2+ years of experience in SaaS administration, customer support, or related fields.
• Experience managing customer-facing technology solutions.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple priorities and customer requests simultaneously.
• Excellent written and verbal communication skills.
• Experience working with cross-functional stakeholders.

Aufgaben

• Configure and maintain ServiceChannel platform settings based on customer requirements.
• Modify and manage user access, permissions, and administrative settings.
• Implement customer-requested updates within approved platform modules.
• Maintain dashboard settings, workflows, and issue list configurations.
• Serve as the primary point of contact for platform administration requests.
• Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
• Provide customers with updates on enhancement requests and platform initiatives.
• Communicate platform performance issues and updates to customers and internal stakeholders.
• Document platform changes and maintain configuration records.
• Escalate issues and risks appropriately to leadership and technical teams.
• Collaborate with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
• Participate in customer meetings related to platform administration and optimization.
• Support configuration and administration within locations, asset management, etc.

Kenntnisse

SaaS administration

Customer support

System administration

Analytical troubleshooting

Communication skills

Tools

Zendesk

ServiceChannel platform

Jobbeschreibung

Description

The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers, ensuring platform configurations are maintained, optimized, and aligned to business requirements. This role partners closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and drive adoption of ServiceChannel capabilities. This position is responsible for administrative configuration, user management, customer-requested updates, and communication regarding platform performance and enhancements.

Key Responsibilities

Customer Platform Administration

• Configure and maintain ServiceChannel platform settings based on customer requirements.
• Modify and manage user access, permissions, and administrative settings.
• Implement customer-requested updates within approved platform modules.
• Maintain dashboard settings, workflows, and issue list configurations.

Customer Consultation & Support

• Serve as the primary point of contact for platform administration requests.
• Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
• Provide customers with updates on enhancement requests and platform initiatives.
• Communicate ServiceChannel system performance issues and platform updates to customers and internal stakeholders.

Configuration Management

Support configuration and administration within:

• Locations & Provider Assignments
• Asset Management
• Refrigerant Tracking
• Site Planning
• Inventory
• Projects
• Supply Manager
• Preventative Maintenance configuration
• Business Hours settings
• Invoice and Proposal workflows
• Auto Invoice Approval processes
• Dashboard administration
• Issue List configuration

Cross-Functional Collaboration

• Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
• Participate in customer meetings related to platform administration and optimization.
• Document platform changes and maintain configuration records.
• Escalate issues and risks appropriately to leadership and technical teams.

Qualifications

• 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
• Experience managing customer-facing technology solutions.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple priorities and customer requests simultaneously.
• Excellent written and verbal communication skills.
• Experience working with cross-functional stakeholders.

Preferred

• ServiceChannel platform experience.
• Zendesk experience.
• Knowledge of facilities management workflows.
• Experience with workflow automation and business process optimization.
• Experience supporting enterprise customers.

Success Measures

• Customer satisfaction and platform adoption
• Configuration accuracy and quality
• Request turnaround time
• SLA adherence
• Reduction in configuration-related escalations
• Customer retention and expansion support

Stakeholder satisfaction