Platform Adminstrator

Fortive•Greenville, SC

About The Position

The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers. The role maintains and optimizes platform configurations to align with business requirements, and partners with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and encourage adoption of ServiceChannel capabilities. Responsibilities include administrative configuration, user management, customer-requested updates, and communicating platform performance and enhancements. The administrator configures and maintains settings, user access, permissions, dashboards, workflows, and issue lists, and serves as the primary contact for platform administration requests. The position also supports administration across multiple ServiceChannel modules, participates in customer meetings, documents configuration changes, collaborates with internal teams, and escalates issues and risks. Success is measured by customer satisfaction and platform adoption, configuration quality and accuracy, request turnaround time, SLA adherence, reduction in configuration-related escalations, support for customer retention and expansion, and stakeholder satisfaction.

Requirements

At least 2 years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
Experience managing customer-facing technology solutions.
Strong analytical and troubleshooting skills.
Ability to manage multiple priorities and customer requests simultaneously.
Excellent written and verbal communication skills.
Experience working with cross-functional stakeholders.

Nice To Haves

ServiceChannel platform experience.
Zendesk experience.
Knowledge of facilities management workflows.
Experience with workflow automation and business process optimization.
Experience supporting enterprise customers.

Responsibilities

Configure and maintain ServiceChannel platform settings based on customer requirements.
Modify and manage user access, permissions, and administrative settings.
Implement customer-requested updates within approved platform modules.
Maintain dashboard settings, workflows, and issue list configurations.
Serve as the primary point of contact for platform administration requests.
Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
Provide customers with updates on enhancement requests and platform initiatives.
Communicate system performance issues and platform updates to customers and internal stakeholders.
Support configuration and administration for Locations & Provider Assignments, Asset Management, Refrigerant Tracking, Site Planning, Inventory, Projects, Supply Manager, Preventative Maintenance, Business Hours, Invoice and Proposal workflows, Auto Invoice Approval processes, dashboards, and issue lists.
Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
Participate in customer meetings related to platform administration and optimization.
Document platform changes and maintain configuration records.
Escalate issues and risks appropriately to leadership and technical teams.