Franchise Technology Specialist II

Headquarters Careers At Servpro Industries • Gallatin, TN

1d

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 improvements, as well as designing, directing and assisting with the delivery of training associated with new and existing SERVPRO technology. The Franchise Technology Specialist 2 will collaborate with internal stakeholders and the franchise community on how to properly use new SERVPRO technology as well as new features of existing SERVPRO technology. You will Identify, design, direct, and assist with the delivery of resources associated with SERVPRO technology. Partner with Information Technology team to coordinate and assist with User Acceptance Testing (UAT). Work with Information Technology team to establish Alpha/Beta test schedules, as well as identifying and working with participating franchises to provide software feedback to IT. Function as a subject matter expert while attending project planning/update meetings. Work in tandem with other technology and rollout stakeholders such as Product Managers, Information Systems, National Accounts, Field Operations, and Franchise Training 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. Ensure that all training resources emphasize not just how to use the technology but also the why behind certain actions. (i.e., downstream impacts, client visibility, customer satisfaction, key performance metric impact, etc.). Communicate all franchise technology support resources to key stakeholders such as, the SERVPRO Help Desk and Franchise Operations teams, to ensure franchises have access to knowledgeable support. Coordinate with all implementation stakeholders to address any challenges in a timely manner. Assist Franchise Training team with the creation of technology resources.

Requirements

• Two to three years of work experience in a technology role such as training, project management or business analyst
• Knowledgeable with Microsoft suite of software required
• Strong attention to detail to ensure accuracy and provide validation of results
• Intellectual curiosity, along with excellent critical thinking skills, to be able 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 field experience

Nice To Haves

• Experience with Verisk suite of software, for example Xactimate, is preferred
• Experience with CoreLogic suite of software, including CoreLogic Mitigate, Estimate, and Dash is preferred
• Experience with project management methodology preferred
• Experience with process mapping methodology preferred
• Certifications in relevant previously mentioned software is preferred

Responsibilities

• Assisting the Franchise Technology Manager and Service Line Product Managers with the identification and prioritization of technology improvements
• Designing, directing and assisting with the delivery of training associated with new and existing SERVPRO technology
• Collaborating with internal stakeholders and the franchise community on how to properly use new SERVPRO technology as well as new features of existing SERVPRO technology
• Identifying, designing, directing, and assisting with the delivery of resources associated with SERVPRO technology
• Partnering with Information Technology team to coordinate and assist with User Acceptance Testing (UAT)
• Working with Information Technology team to establish Alpha/Beta test schedules, as well as identifying and working with participating franchises to provide software feedback to IT
• Functioning as a subject matter expert while attending project planning/update meetings
• Working in tandem with other technology and rollout stakeholders such as Product Managers, Information Systems, National Accounts, Field Operations, and Franchise Training to optimize the efforts of each team
• Ensuring that all SERVPRO technology training resources properly equip each position within the franchise community with the knowledge they need to succeed
• Ensuring that all training resources emphasize not just how to use the technology but also the why behind certain actions. (i.e., downstream impacts, client visibility, customer satisfaction, key performance metric impact, etc.)
• Communicating all franchise technology support resources to key stakeholders such as, the SERVPRO Help Desk and Franchise Operations teams, to ensure franchises have access to knowledgeable support
• Coordinating with all implementation stakeholders to address any challenges in a timely manner
• Assisting Franchise Training 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
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees