Business Implementation and Support Specialist Job at Robert Half (Paramus)

Job Description

Key Responsibilities: Training & Enablement; Platform Operations & Support.

Facilitate role-specific training and SOP guidance during new brand onboardings, including group training sessions and one-on-one coaching for dispatchers, technicians, and office staff
Develop, maintain, and continuously improve SOPs and training materials aligned with standardized platform workflows and enterprise technology standards
Coordinate brand readiness activities prior to go-live, including data validation, user preparation, and completion of vendor and platform prerequisites
Monitor post-go-live adoption by shadowing users, identifying knowledge gaps, and delivering targeted follow-up training
Lead recurring, role-based support sessions to surface adoption challenges and resolve operational issues
Manage platform configuration, including user permissions, business units, form creation, and pricebook administration
Build and maintain operational reports and dashboards that enable leadership and brand managers to monitor key performance indicators such as conversion rates, membership metrics, and technician performance
Continuously evaluate and optimize workflows to improve usability for brand teams while maintaining organization-wide standards
Support the rollout of new tools and platforms across brands and corporate teams in partnership with the CTO
Own the internal help desk ticketing process, resolving Tier 1 and Tier 2 platform support requests and escalating issues to internal stakeholders or external vendors when required.

3+ years of hands-on experience in software implementation, systems support, or business systems administration
Experience training or coaching end users on software platforms or operational processes
Strong project coordination and organizational skills with the ability to manage multiple parallel initiatives
Proficiency with Microsoft Office 365, including Excel, Word, and Outlook
Proficiency with virtual collaboration and training tools such as Microsoft Teams or Zoom
Strong verbal and written communication skills with the ability to interact effectively at all levels of the organization.

Platform certification or administrator designation (ServiceTitan or equivalent)
Experience working with help desk or ticketing systems
Familiarity with ERP platforms such as NetSuite.