Systems Analyst - Service Line Software Support Specialist

S&ME•Raleigh, NC

About The Position

S&ME is looking for a motivated and passionate Service Line Software Support Specialist to join our Business Solutions team. This position may sit in any location within our footprint. Are you a proactive and technically skilled individual, familiar with our current reporting systems, but ready to contribute your expertise to making them better? We need you now! As a Service Line Software Support Specialist , you will serve as the primary contact for internal users seeking assistance with our suite of service line-specific software applications. You'll collaborate with Operations, IT, Business Solutions, and software vendors to troubleshoot issues, deliver training, and optimize tools that support our most critical projects. This role is ideal for someone who enjoys solving complex technical problems, sharing knowledge, and driving continuous improvement in software usage across the organization.

Requirements

A Bachelor's degree in computer science, information systems, or a related field, or equivalent combination of education and experience
A minimum of 5 years of experience
Experience with Excel, Microsoft SQL Server, Bentley (Seequent) products (e.g., OpenGround Cloud, gINT), Autodesk Civil 3D, Metafield, KeyLab, XML, and other geotechnical/construction data formats
Strong verbal and written communication skills with the ability to explain complex concepts to diverse audiences; multilingual abilities and a client-focused mindset are a plus
A methodical approach to troubleshooting, with a track record of launching and sustaining collaborative initiatives and delivering user-centered solutions
Background in technical support, training, or software implementation, ideally within geotechnical engineering, construction services, or civil design environments
Comfortable with Windows OS and general technology; scripting knowledge (e.g., PowerShell, Python, VBA, MATLAB) and certifications (e.g., ITIL, CompTIA) are beneficial
Candidates must comply with our Fleet Management, Substance Policy, and Reference Check requirements.
Only candidates with valid employment eligibility (I-9) will be considered.
Visa assistance is not available.

Nice To Haves

multilingual abilities and a client-focused mindset
scripting knowledge (e.g., PowerShell, Python, VBA, MATLAB) and certifications (e.g., ITIL, CompTIA)

Responsibilities

Technical Support & Troubleshooting: Respond to internal inquiries via email, phone, and Teams chat, providing expert-level support for software-related issues ranging from installation errors to advanced modeling challenges.
Software Optimization & Vendor Collaboration: Work with software vendors to identify innovative solutions, optimize existing tools, and streamline workflows to improve efficiency and reduce costs.
Documentation & Knowledge Sharing: Maintain detailed records of support cases and solutions, and create user-friendly documentation including FAQs, tutorials, and knowledge base articles.
Training & User Enablement: Deliver remote and on-site training sessions and webinars to educate users on software features, best practices, and workflow integration.
Cross-Functional Collaboration: Partner with IT and Business Solutions teams to relay user feedback, report bugs, and recommend enhancements for future software releases.

Benefits

Medical, Dental & Vision Plans with HSA and FSA options – with no medical premium increase in 2026
Wellness Program – $50 off per month on your 2027 premiums!
Pet Insurance
Term Life & Long-Term Care Coverage – available Spring 2026
100% Employee Stock Ownership Plan (ESOP) with a 5% company contribution
401(k) Retirement Plan
Paid Holidays and Paid Time Off (PTO) – with rollover options
Paid Maternity & Paternity Leave
Mentorship & Career Development Programs
Credential Incentive Program – get rewarded for advancing your skills
Tuition Reimbursement
Employee Recognition Program
Company Vehicle & Fuel Card – for project-based roles
$2,000 Employee Referral Bonuses – and more!