Implementations and Professional Services support

Roles and Responsibilities:

eInvoice, Data Feed, and Integration Support

• Receive and triage Professional Services support inquiries from internal teams or clients related to eInvoice integrations, data feeds, and authentication errors.
• Troubleshoot and resolve common eInvoice specification issues, including rejected invoice files and transmission failures.
• Investigate and correct file-processing issues—such as missing files, delayed jobs, and incomplete or failed runs—by reviewing logs, directories, and schedules.
• Analyze and resolve Single Sign-On (SSO) problems including token failures, metadata mismatches, and user authentication errors.
• Review and troubleshoot Data Feed and API file transfers, determining whether issues originate on the customer side, integration side, or system side.
• Collaborate with Professional Services, Support, and DevOps teams to escalate system defects, configuration inconsistencies, or recurring data-flow issues.
• Documentation, Communication & SLA Management
• Document each issue, resolution, and root cause clearly in Jira for visibility to Support, CSMs, Project Managers, and Senior Project Managers.
• Communicate resolution steps and outcomes to the Support Team or CSM, ensuring updates are reflected in project documentation.
• Maintain SLA-based response and resolution targets for Professional Services support tickets.
• Identify recurring issues and recommend preventive, process, or automation improvements to reduce repeated incidents.
• ServiceChannel Configuration & Data Management
• Receive project documentation (locations, notes, assets, users, and roles) from the Project Manager or Senior Project Manager and prepare data for upload to ServiceChannel.
• Create and manage configurations in the ServiceChannel platform—via UI or data templates—including:
• Locations and location notes
• Asset types and assets
• Trades, categories, and priorities
• Statuses and GL codes
• Configure and load Preventive Maintenance (PM) services and frequencies using templates or UI-based methods.
• Validate and correct template data to ensure accurate loading and alignment with project requirements.
• Troubleshoot and resolve data-load or configuration errors by reviewing logs, reconciling discrepancies, and applying corrective fixes.
• Exercise sound judgment to independently resolve template, data, or UI issues without recurring escalation to the Project Manager.
• Work Order Management & Reporting
• Support work-order remapping efforts by updating existing work orders when trades, categories, or priorities are updated.
• Provide load results, logs, and configuration status updates to the Project Manager after each update cycle.
• Maintain version control and complete documentation for all configuration activities.
• Cross-Functional Collaboration
• Partner with Project Managers, Senior Project Managers, and other team members to ensure project timelines, dependencies, and deliverables are consistently met.

Skill and Qualification Requirements:

• English proficiency
• Strong functional understanding of SaaS integrations and basic troubleshooting methodologies
• 2+ years in a customer-facing technical or support role focused on integrations, APIs, or data feeds
• Familiarity with eInvoice file structures (CSV, XML, JSON) and ability to read or validate logs
• Experience troubleshooting Single Sign-On configurations (SAML, SCIM, Okta, Azure AD)
• Advanced Excel and file validation skills
• Excellent attention to detail and documentation practices
• Strong written and verbal communication skills
• Ability to prioritize and manage multiple support cases simultaneously
• CRM or ticketing system experience
• Collaborative mindset with ability to work in a distributed global team

Tools and Systems Used:

• ServiceChannel.com
• Excel
• QuickBase / Internal project tracker
• Slack
• Microsoft Suite & Teams
• ServiceChannel.com
• Zendesk
• Sharepoint
• Confluence / Jira
• Log or File Monitoring Tools - AWS S3

Fortive Corporation Overview

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

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