Sr. IT Customer Specialist

Rosendin Electric, Inc; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Rosendin Electric, Inc. is seeking a Sr. IT Customer Success Specialist - Enterprise Application to serve as the liaison between the IT Enterprise Applications team and business users, ensuring enterprise systems deliver a seamless, reliable experience across the organization.

You will triage tickets, translate business needs into functional requirements, monitor performance and user adoption, and develop training materials to enable smooth UATs and rollout of updates.

Qualifications

• Experience in IT customer success, support, or enterprise application administration.
• Familiarity with enterprise apps like Workday, Oracle, Salesforce, or ServiceNow.
• Understanding of ERP and HRIS platforms.
• Experience managing support ticket queues and customer-facing communications.
• Ability to work in a cross-functional team with technical and non-technical staff.
• Strong problem-solving and troubleshooting abilities.

Responsibilities

• Serve as the primary point of contact for business users on enterprise application issues, requests, and enhancements.
• Triage, prioritize, and manage support tickets related to enterprise applications, ensuring timely resolution.
• Partner with IT technical teams to translate business needs into functional requirements.
• Monitor system performance and user adoption, proactively identifying areas for improvement.
• Conduct regular check-ins and satisfaction reviews with key business stakeholders.
• Develop and maintain user training materials, FAQs, and knowledge base documentation.
• Facilitate user acceptance testing (UAT) for system updates, patches, and new feature rollouts.
• Coordinate with vendors and internal teams to resolve escalated technical issues.
• Track and report on customer satisfaction metrics, ticket trends, and system health.
• Identify recurring pain points and recommend process or system improvements.
• Assist in onboarding new users and departments onto enterprise platforms.

Skills

IT Customer Success

Enterprise Applications

Ticket Management

Problem Solving

Tools

Workday

Oracle

Salesforce

ServiceNow

Job description

Whether you’re a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more. Why Rosendin? Committed. Innovative. Engaged. If you’re looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder!

YOUR NEXT OPPORTUNITY

The Sr. IT Customer Success Specialist - Enterprise Application is responsible for serving as the primary liaison between the IT Enterprise Applications team and business users, ensuring enterprise systems deliver a seamless, reliable, and positive experience for all stakeholders across the organization.

WHAT YOU'LL DO

• Serve as the primary point of contact for business users on enterprise application issues, requests, and enhancements
• Triage, prioritize, and manage support tickets related to enterprise applications, ensuring timely resolution
• Partner with IT technical teams to translate business needs into functional requirements
• Monitor system performance and user adoption, proactively identifying areas for improvement
• Conduct regular check‑ins and satisfaction reviews with key business stakeholders
• Develop and maintain user training materials, FAQs, and knowledge base documentation
• Facilitate user acceptance testing (UAT) for system updates, patches, and new feature rollouts
• Coordinate with vendors and internal teams to resolve escalated technical issues
• Track and report on customer satisfaction metrics, ticket trends, and system health
• Identify recurring pain points and recommend process or system improvements
• Assist in onboarding new users and departments onto enterprise platforms
• The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position's role within the business unit

WHAT YOU'LL NEED TO BE SUCCESSFUL

• Work experience in IT customer success, support, or enterprise application administration
• Strong familiarity with enterprise applications such as Workday, Oracle, Salesforce, or ServiceNow
• Good understanding of ERP (Enterprise Resource Planning) and HRIS (Human Resources Information System) platforms
• Experience managing support ticket queues and customer‑facing communications
• Strong ability to work within a team setting and cross‑functionally with technical and non‑technical staff
• Excellent problem‑solving and troubleshooting abilities