Systems Analyst

The Senior Systems Analyst supports and improves the systems the Service organization runs on, including field service management, dispatch, work order and warranty processing, and the tools technicians use in the field. Day to day the work is gathering requirements from Service leadership and technicians, designing and configuring how the systems handle that work, resolving application and data problems, and coordinating with software vendors.

Roles & Responsibilities

• Gathers and documents requirements from Service leadership, dispatch, and field technicians, and translates them into system design and configuration.
• Designs the application and data architecture for changes to Service systems, including how work order, parts, and warranty information moves between them.
• Configures, tests, and supports the Service application stack, including field service management, dispatch, and technician mobile tools.
• Builds and maintains the interfaces that connect Service systems to ERP, parts, and customer records.
• Troubleshoots application, integration, and data failures through to root cause.
• Evaluates software options and vendors for Service needs and recommends an approach with the tradeoffs stated.
• Defines and documents technical standards for Service applications, including data definitions and integration patterns.
• Plans and executes testing for system releases, including writing test scripts and coordinating user acceptance with Service users.
• Administers user access and security roles for Service systems according to company policy.
• Trains Service users and produces reference material for new features and changed processes.
• Other duties as assigned

• Required: Bachelor’s degree in information systems, computer science, business, or a related field, or an equivalent combination of education and experience.
• Required: Five years supporting or implementing business applications as a systems analyst, applications analyst, or in a similar role.
• Preferred: Experience with field service management, dispatch, or warranty systems.
• Preferred: Experience designing application or integration solutions rather than only configuring them.

Functional/Technical Knowledge, Skills & Abilities:

• Working knowledge of field service management systems and the transactions that run through them, including work orders, dispatch, parts consumption, and warranty claims.
• Ability to design an integration or data model and explain the tradeoffs behind it to both technical and non-technical audiences.
• Ability to write and modify database queries to investigate data and build reports.
• Familiarity with common integration methods, including APIs, file transfers, and scheduled jobs.
• Structured troubleshooting, including isolating a problem before changing anything in a production system.
• Ability to manage several concurrent requests and set realistic expectations on timing.
• Discretion with confidential employee, customer, and financial data.

Physical Requirements:

• Sits for extended periods while working at a computer.
• Uses a keyboard, mouse, and telephone throughout the workday.
• Lifts and carries up to 20 pounds occasionally.
• Travels occasionally to branch, warehouse, and customer sites, including areas where equipment is operating. Requires the ability to walk on wet and uneven surfaces and to wear required personal protective equipment.