Franchise Technology Specialist II

Headquarters Careers At Servpro Industries•Gallatin, TN

12d•Onsite

About The Position

The Franchise Technology Specialist II is responsible for assisting the Franchise Technology Manager and Service Line Product Managers with the identification and prioritization of technology improvement, as well as coordinating and conducting internal User Acceptance Testing (UAT) for proper stakeholder approval and franchise focused pilot testing. The Franchise Technology Specialist II will collaborate with internal stakeholders and the franchise community on proper use of new SERVPRO technology as well as new features of existing SERVPRO technology and will create supporting resources. You will Partner with the franchise community and internal stakeholders to develop software business requirements for new software integrations or updates to existing software. Identify, direct, and assist with the creation of resources associated with SERVPRO technology. Partner with Information Technology team to coordinate and conduct User Acceptance Testing (UAT) to ensure software updates fulfill the needs of the business. Work with Information Technology team to establish pilot test schedules; identify franchise participants for pilot; provide software feedback to the proper stakeholders. Function as a subject matter expert representing the technology and process needs of the franchise community while attending project planning/update meetings. Work in tandem with other technology and rollout stakeholders such as Product Owners, Information Technology, National Accounts, Field Operations, and Franchise Learning & Development to optimize the efforts of each team. Ensure that all SERVPRO technology training resources properly equip each position within the franchise community with the knowledge they need to succeed. Coordinate with the Franchise Deployment team to ensure key messaging is delivered to the franchise community in a timely and effective manner. Communicate all franchise technology support resources to key stakeholders such as, the SERVPRO Help Desk, Franchise Learning and Development, and Franchise Operations/Deployment teams, to ensure franchises have access to knowledgeable support. Coordinate with all implementation stakeholders to address any challenges in a timely manner. Assist the Franchise Learning & Development team with the creation of technology resources.

Requirements

2-3 years of work experience in a technology role such as support, project management or business analyst role.
Knowledge of Microsoft software suite required.
Experience with project management methodology preferred.
Experience with process mapping methodology preferred.
Strong attention to detail to ensure accuracy and provide validation of results.
Intellectual curiosity, along with excellent critical thinking skills, to disaggregate issues, identify root causes and recommend solutions.
Ability to execute/manage multiple projects simultaneously while balancing competing and changing priorities.
Effective written and verbal communication skills; able to conduct task demonstrations, develop and deliver presentations, convey technical concepts to non-technical audiences, and produce written content.
Strong focus on delivering excellent customer service.
Bachelors degree in business administration, technology, or related comparable work experience is preferred.
The ability to travel independently and maintain a valid Drivers License.

Nice To Haves

Experience with Verisk suite of software, for example Xactimate, is preferred.
Experience with Cotality suite of software, including Cotality Mitigate, Estimate, and Dash are preferred.

Responsibilities

Partner with the franchise community and internal stakeholders to develop software business requirements for new software integrations or updates to existing software.
Identify, direct, and assist with the creation of resources associated with SERVPRO technology.
Partner with Information Technology team to coordinate and conduct User Acceptance Testing (UAT) to ensure software updates fulfill the needs of the business.
Work with Information Technology team to establish pilot test schedules; identify franchise participants for pilot; provide software feedback to the proper stakeholders.
Function as a subject matter expert representing the technology and process needs of the franchise community while attending project planning/update meetings.
Work in tandem with other technology and rollout stakeholders such as Product Owners, Information Technology, National Accounts, Field Operations, and Franchise Learning & Development to optimize the efforts of each team.
Ensure that all SERVPRO technology training resources properly equip each position within the franchise community with the knowledge they need to succeed.
Coordinate with the Franchise Deployment team to ensure key messaging is delivered to the franchise community in a timely and effective manner.
Communicate all franchise technology support resources to key stakeholders such as, the SERVPRO Help Desk, Franchise Learning and Development, and Franchise Operations/Deployment teams, to ensure franchises have access to knowledgeable support.
Coordinate with all implementation stakeholders to address any challenges in a timely manner.
Assist the Franchise Learning & Development team with the creation of technology resources.

Benefits

Excellent health benefits plan, which includes medical, vision and dental options
401(k) with company match
Company profit sharing plan
Generous paid time-off and paid holidays
Paid parental leave
Company-paid mental health benefit through Headspace
2 free on-site fitness rooms
Employee Assistance Program
Employee Resource Groups
Personal and professional development program