Software Support Analyst

Compensation Details:

$70,000 - $80,000

Job Description:

The Software Support Analyst will play a crucial role in providing expert support and optimizing software platforms for Ace Hardware Home Services, serving as a subject matter expert for ServiceTitan, Intacct, Monday.com, and other software platforms. You will troubleshoot software issues, assist with system configuration, and ensure that users are maximizing the features and benefits of the ServiceTitan platform

Principal Activities:

Provide onboarding, training, and ongoing support to users on best practices for using ServiceTitan, financial integrations, and inventory management processes.

Troubleshoot and resolve issues related to financial integrations (Intacct, QuickBooks), covering areas like invoicing, billing, accounting, and inventory control.

Develop and deliver targeted training to branch teams and internal staff, ensuring they are equipped with the knowledge of new features, system updates, and effective utilization of the software platforms relevant to their business units.

Resolve branch and staff issues efficiently through a dedicated support ticketing system via Monday.com, with a focus on prioritizing and addressing high-impact concerns.

Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring the system is fine-tuned for maximum performance and aligned with business objectives.

Provide strategic insights to drive the effective use of the ServiceTitan Center of Excellence, promoting deeper, more sophisticated engagement with the platform.

Contribute to monthly communications to branches and staff, keeping them informed of ServiceTitan implementation progress, new support resources, strategic initiatives, and recent product updates.

Assist with the integration of new acquisitions, ensuring smooth transitions and proper system configuration for new business units within ServiceTitan.

Lead change management efforts by supporting teams through system transitions, ensuring they understand and adapt to new tools, processes, and technologies as the business evolves.

Knowledge, Experience, and Competencies: Knowledge, Experience, and Competencies:

3-5 years of experience with ServiceTitan software, including comprehensive usage of key features and modules.

3+ years of experience in the service industry, with a solid understanding of industry-specific workflows.

Bachelor's degree in Information Technology or a related field, or equivalent work experience.

Technical proficiency with software tools like ServiceTitan, Intacct, Monday.com, and Microsoft Office Suite.

Strong hands-on experience with Intacct (and QuickBooks is a plus), including working knowledge of Accounts Receivable (AR), Accounts Payable (AP), and other accounting processes.

Proven ability to manage inventory processes within ServiceTitan, such as stock tracking, ordering, and reporting.

Strong troubleshooting abilities to address and resolve both technical issues and process-related challenges efficiently.

Proficient Excel skills, including the ability to use functions such as VLOOKUP, PivotTables, SUMIF, and various data analysis techniques.

Experience with customer support tools and ticketing systems, with an understanding of escalation processes.

Stakeholder management expertise, with experience managing relationships and expectations across internal teams and external partners.

Strong analytical skills, with the ability to diagnose issues, spot trends, and implement data-driven solutions.

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Customer Service and others). Your career at Ace is more than just a job. It’s a c