Service Systems Analyst

**Who We Are**

**SUMMARY**

The **Service Systems Analyst **applies expertise to configure and customize software to meet the needs of service delivery divisions at BGIS. The position works with different departments in the organization to implement creative solutions for a positive outcome. The Service Systems Analyst demonstrates BGIS values in communication with clients and other team members.

**KEY DUTIES & RESPINSIBILITIES**

**Enterprise Product Roadmap Functions**
- Support the development as a stakeholder of the IFS (Astea)-RealSuite -Oracle software strategy.
- Review and modify core functionality, process workflow, “customizers”, vendor portals, customer portals, and reporting by business unit and region.
- Participate in existing and new integrations of data sharing with BGIS platforms including Oracle and RealSuite and external platforms such as client systems. (i.e. work order management, accounting, and customer payment portals)
- Coordinate integration issues tactically as needed. Work with BGIS IT and Astea IT on an urgent basis to aid troubleshooting and resolutions.
- Monitor activity logs on BGIS Astea platform to assist and support reboots along with addressing other inquiries.
- Contribute to the completion of other key initiatives as assigned.

**Line of Business Support**
- Create and implement process flows using Astea workflow tools.
- Identify and implement required “customizers” by adding fields to screens and database that may be used by process flows.
- Configure and publish Astea Reports including different formats of invoices, purchase orders, quotes, and other key information.
- Configure and publish changes applicable changes to mobile app and oversee BGIS activity.
- Support development of Power BI reporting platform and development of views. Provide overall support as individual lines of business are encouraged to self-develop.

**Software Adoption & Training Strategy**
- Implement migration for acquired businesses including Astea provided customization and BGIS performed process flows, customizers, configurations, and other details.
- Load legacy data into BGIS system s and evaluate legacy integration needs.
- Support training approach based on curriculum and audience.
- Support consistent training for optimal implementation and adoption including:

- New Team Members (full Astea process with system rationality)
- Existing business units (Astea process)
- Acquired business units (full Astea and potentially accounting system adoption with system rationality)

**Tracking and Reporting**
- Analyze software and feature upgrades to determine if delivered to users expectations.
- Evaluate and capture efficiencies gained (utilization of same or less people resources):

- Dispatch - More tickets per dispatcher, fewer miles per ticket and service level agreement performance
- Technicians - More tickets per period, increased efficiency by tasks (fewer hours by task over time), and service level agreement performance
- Customers - Positive feedback from external and internal customers, increased revenue per all business unit team members and per technician

**KNOWLEDGE & SKILLS**
- Associate Degree/Education/Experience in related area of study or equivalent work experience.
- Minimum 2 years of experience performing job duties in a similar role.
- Excellent communication with internal departments and external clients.
- Ability to ask questions, determine specific needs and problem solve with efficient solutions.
- Time management skills to balance multiple priorities
- Understanding of Programming Languages: SQL and XMLS preferred.
- To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

**Licenses and/or Professional Accreditation (one of the following bullet points)**

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success