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ACE Hardware Logo ACE Hardware · IT - Software Development

Software Support Analyst

United States, Lakewood Employment contract 70000.00 - 75000.00 USD / Year · Job Posted May 04, 2026
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Job Description

The Software Support Analyst will play a crucial role in providing ongoing support and optimizing the software platforms for Ace Handyman Services and Ace Hardware Painting Services, serving as a subject matter expert for ServiceTitan, Monday.com, and other software platforms. This position also assists with onboarding new businesses, ensuring smooth integration and effective utilization of our systems.

Job Responsibility

  • Provide personalized one-on-one sessions and webinars for franchisees and staff throughout the onboarding and post-go-live phases, guaranteeing their success and expertise with ServiceTitan
  • Develop and deliver targeted training to franchisees and internal staff to deepen their understanding, ensuring knowledge of new features and updates, and maximize their use of the features of the software platforms assigned to the business units
  • Quickly and effectively resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com, prioritizing high-impact concerns
  • Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring they optimized for maximum functionality and aligned with business goals
  • Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence
  • Support the monthly communication to franchisees and staff, detailing the progress of the ServiceTitan implementation, highlighting new support resources, strategic initiatives, and recent product updates
  • Support the optimization and maintenance of the AHS Monday.com account

Requirements

  • Bachelor’s degree in information technology or equivalent experience
  • Prior Home Services industry experience strongly preferred
  • 3-5 years’ experience with ServiceTitan software
  • 2+ years of Service Industry experience
  • Technical Proficiency: Proficient in software such as ServiceTitan, Monday.com, and Microsoft Office
  • Stakeholder Management: Experience in managing expectations and relationships with various internal and external stakeholders
  • Innovative Thinking: Capacity to drive innovation in technology and business processes to drive efficiencies and profitability
  • Problem-Solving: Excellent analytical and problem-solving abilities
  • Adaptability: Ability to adapt to rapidly changing technology landscapes

What we offer

  • Incentive/Commission/Bonus opportunities
  • 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
  • Career Growth & opportunities within several channels
  • Robust Employee Assistance Program
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