FSM Support Specialist

****Please do not apply unless you have Experience in supporting Field service management platforms… API uses Astea for FSM, but this is not required (servicemax/servicetitan are comparable solutions***

Description

Essential Duties and Responsibilities:

This position supports ongoing efforts and one-time initiatives for Business Systems, specifically for the Field Service Management (FSM) system that serves multiple operating companies (Op Cos). This role evaluates system processes and capabilities through analysis and critical thinking and collaborate with IT workstreams and Op Cos to improve business & system processes. Lastly, this position works alongside team members to support daily operations within the FSM and associated systems.

Duties include:

• Learn aspects of software systems utilized by APi Group, including end user use of system, minor to complex configurations, and business processes within the system

• Support the Operating Companies and other IT workstreams to solution 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 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 available and up to date as necessary

• Analyze business processes within the systems to ensure optimization, efficiency, and scalability

Day-to-day 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

Top Skills Details

Support, Customer service, Technical support, FSM, SQL

Additional Skills & Qualifications

Work Experience Requirements:

• 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

• Proficient in Microsoft Suite (Word, Excel, SharePoint)

Skill Set Requirements:

• High learning agility and self-starter

• A strong focus on detail-oriented work

• Proficient documentation skills

• Excellent observational, analytical, and creative skills

• Ability to communicate and collaborate effectively with other IT team members.

• Strong investigation and problem-solving skills

• Capable of multi-tasking, prioritizing, and flexibility as required to help our teams in the areas of need.

• Experience with a service management/ticket management system (example: ServiceNow)

Familiarity with one or more programming languages

Experience working with HTML/XML

Fundamental understanding of TCP/IP, DNS, SSL

Experience Level

Intermediate Level

This is a Contract position based out of Saint Paul, MN.

The pay range for this position is $30.00 - $35.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Aug 28, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.