Remote FSM Support & Training Pro

TEKsystems; Saint Paul (MN); On-site; USD 41,000 - 48,000; Full time

Job summary

TEKsystems in Saint Paul, MN is seeking an intermediate-level contractor to support Field Service Management (FSM) and related systems. You will analyze business processes, assist IT workstreams, and respond to incidents while helping to train end users and create knowledge resources.

The role emphasizes collaboration, scalable configurations, and ongoing system optimization. Remote work is offered, with close coordination across Operating Companies and SaaS vendors.

Qualifications

• 3+ years' experience supporting Field Service, ERP, Reporting, or critical business systems.
• Excellent analytical skills and aptitude for critical thinking, problem-solving, and decision-making.
• Excellent communication, interpersonal, and collaboration skills.
• Data driven and analytically focused approach.
• Exceptional time management and organizational skills.
• Strong character, ethics, commitment, and reliability.

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

Skills

Support

Customer service

Technical support

FSM

SQL

Tools

ServiceNow

Job description

TEKsystems in Saint Paul, MN is seeking an intermediate-level contractor to support Field Service Management (FSM) and related systems. You will analyze business processes, assist IT workstreams, and respond to incidents while helping to train end users and create knowledge resources.

The role emphasizes collaboration, scalable configurations, and ongoing system optimization. Remote work is offered, with close coordination across Operating Companies and SaaS vendors.