IT Systems Specialist

Overview

We are seeking a highly skilled and motivated IT Systems Specialist with expertise in administering and optimizing key operational platforms, specifically ServiceTitan and Avoca AI (or similar field service management and AI dispatch/scheduling systems). This role is crucial for ensuring the stability, performance, and integration of our core business systems, supporting efficient daily operations, and maximizing the utility of our AI-driven technologies. The ideal candidate will bridge the gap between IT infrastructure, business process needs, and advanced system functionality.

Key Responsibilities

• System Administration & Maintenance:
  • Serve as the primary administrator for ServiceTitan, managing user accounts, permissions, custom fields, forms, pricebook, reporting, and system configurations to align with business requirements.
  • Manage and maintain the integration and configuration of the Avoca AI platform (or similar AI-driven scheduling/dispatch system), ensuring optimal performance for dynamic route planning and technician allocation.
  • Monitor system health, troubleshoot issues, and implement patches or updates across all primary operational systems.
• Support & Training:
  • Provide expert Tier 2/3 technical support to end-users (e.g., dispatchers, technicians, managers) for ServiceTitan and Avoca AI issues.
  • Develop and deliver training materials and sessions to ensure staff competency and effective utilization of both platforms.
• Optimization & Integration:
  • Collaborate with operational stakeholders to identify areas for system improvement, process automation, and efficiency gains within ServiceTitan workflows.
  • Work closely with the Data/Analytics teams to ensure clean data flow and robust reporting capabilities, particularly regarding data generated by AI scheduling models.
  • Manage API integrations between ServiceTitan, Avoca AI, and other peripheral systems (e.g., accounting software, telematics).
• Project Management:
  • Lead or support system-related projects, including new feature rollouts, major upgrades, and configuration changes.

Requirements

Required Qualifications

• Experience:
  • Minimum of 3 years of experience in an IT systems administration or specialist role.
  • Minimum of 6 months of experience with ServiceTitan Platform.
  • Proven, hands-on administration and configuration experience with ServiceTitan is mandatory.
  • Experience with Avoca AI or a similar complex, AI/ML-based field service optimization or scheduling platform is highly preferred.
• Technical Skills:
  • Strong understanding of API communication and data integration methodologies.
  • Proficiency in data analysis and reporting tools within ServiceTitan and/or external tools (e.g., SQL, Power BI, Excel).
  • Solid grasp of IT concepts, networking fundamentals, and security best practices.
• Soft Skills:
  • Excellent problem-solving, analytical, and troubleshooting abilities.
  • Strong communication skills, both written and verbal, for technical and non-technical audiences.
  • Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.

Preferred Qualifications

• Certifications or advanced training specific to ServiceTitan administration.
• Experience in the Home Services or Field Service Management (FSM) industry.
• Familiarity with change management processes and ITIL framework.