Fast Water Heater Company is the leading installer of hot water heaters and related services in Washington, Oregon and California. We are a fast-growing company that is dedicated to our core values of Professionalism, Uncompromising Integrity, Caring, Innovation and Enjoyment.  We are seeking a highly skilled Business Analyst - IT specialist who will oversee the management and optimization of our ServiceTitan software platform. The ideal candidate will ensure the system operates efficiently for our team, handle user configurations, and provide backup technical support as needed. This role also involves troubleshooting, training staff, and maintaining system integrations to ensure seamless operations.

This role is part of the Business Systems Job Function. They are responsible for the maintenance and enhancement of Service Titan, internal reporting, and coordinating with 3rd party IT team to provide internal tech support across the organization.

Pay Scale: $85 - $95K [DOE]

ServiceTitan Admin Duties:

• Configure and manage the ServiceTitan platform, including user setups, workflows, and permissions.
• Create and maintain custom reports, dashboards, and forms to meet operational needs.
• Monitor system performance, identify issues, and implement improvements to optimize productivity.
• Serve as the primary point of contact for ServiceTitan-related issues, managing support tickets and liaising with ServiceTitan technical support when necessary.
• Train employees on ServiceTitan features, processes, and best practices.
• Oversee data accuracy, entry, and management within the system.
• Develop and enforce system use protocols to ensure consistent data integrity.

Backup Tech Support:

• Provide technical support to internal teams, including troubleshooting hardware and software issues.
• Assist in the setup and maintenance of devices, including desktops, laptops, and mobile platforms.
• Respond to IT-related queries and manage help desk tickets during peak times or as backup support for the primary tech team.
• Maintain hardware and software inventories.
• Work with the 3rd party tech team to ensure proper system updates, security patches, and backups are performed.
• Other projects and responsibilities as assigned

Qualifications:

• At least 3+ years of hands-on experience managing ServiceTitan (or other CRM's such as SalesForce) - pulling reports, optimizing system set up, etc. 
• Tech Support Skills - Prior experience providing technical support (software and hardware) to a small or medium-sized business.
• Strong analytical and troubleshooting skills.
• Excellent communication skills, both verbal and written.
• Ability to train and coach team members on using new systems and technology.
• Experience with workflow and process optimization.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. Forms and SharePoint.

Preferred Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field.
• ServiceTitan certification or advanced training.
• Previous experience in the [specific industry, e.g., HVAC, plumbing, home services] a plus
• Familiarity with other business management platforms and integrations (Power BI, SalesForce)
• Experienced with data analysis tools (Power BI, Power Automate) and knowledge of basic business intelligence and data visualization tools.

Our Benefits: We offer a comprehensive benefits package, including medical, dental, vision, a 401K matching program, 6 paid holidays, and paid time off.

Job Type: Full-time; Partial remote working possible – earned based on performance