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Southwind · 3 hours ago

Operations Technology Analyst

KC Metro Area

Full-time

Onsite

Mid Level

$90K/yr - $100K/yr

3+ years exp

Southwind is seeking a highly skilled Operations Technology Analyst to serve as the functional expert and primary liaison for their core operational platforms, ServiceTitan and Avoca AI. The role focuses on maximizing system utility, driving operational efficiency, and translating key system data into actionable business insights for leadership.

Home ImprovementHome Services

Growth Opportunities

Hiring Manager

Taylor Nelson

Responsibilities

Translate System Performance: Interpret data and reports generated by ServiceTitan and the AI scheduling platform, explaining key trends, performance indicators, and optimization opportunities to non-technical business leaders (e.g., impact of AI on route efficiency, technician utilization rates)

Business Process Optimization: Serve as the primary consultant to operational managers (Dispatch, Service, Sales) to identify, design, and implement improved workflows and processes within ServiceTitan to drive efficiency and revenue growth

AI Value Maximization: Work closely with stakeholders to ensure the configuration and output of the Avoca AI platform directly align with and support high-priority business objectives (e.g., customer satisfaction, emergency response times, profitability)

ServiceTitan Functional Ownership: Own the functional configuration of ServiceTitan, specifically focusing on Pricebook structure, workflow design, custom forms, reporting dashboards, and user experience to mirror and enforce best-practice business processes

AI Platform Configuration: Manage the configuration parameters of the Avoca AI platform (or similar), focusing on inputs, constraints, and optimization goals to ensure it delivers optimal scheduling and dispatch outcomes for the business

New Feature Adoption: Lead the rollout and functional implementation of new ServiceTitan features and modules, ensuring staff readiness and tangible business value from the investment

Stakeholder Collaboration: Facilitate working sessions with end-users and leadership to gather requirements for system enhancements and communicate the impact of system changes on daily operations

Expert Training & Coaching: Develop and deliver targeted training that focuses on the business impact and best practices of using the systems, elevating user competency beyond basic function

Tier 2/3 Functional Support: Provide expert-level troubleshooting, focusing on complex functional and process-related issues within ServiceTitan and Avoca AI workflows

Change Management: Own and execute the change management process for major system updates, new feature rollouts, and configuration changes to minimize disruption and ensure smooth adoption across the organization

Ensure data integrity and clean flow between ServiceTitan, Avoca AI, and reporting tools, supporting robust and accurate reporting for business analysis

Manage API integrations (ServiceTitan, Avoca AI, etc.) primarily from a data and functional requirement standpoint , collaborating with IT infrastructure teams on the technical execution

Qualification

ServiceTitanAvoca AIBusiness Process ImprovementData AnalysisAI/ML OptimizationChange ManagementStakeholder CollaborationTrainingCoachingCommunication Skills

Required

Minimum of 3 years of experience serving in a Business Systems Analyst, Functional Consultant, or ServiceTitan Administrator role focused on business process improvement

Proven, hands-on administration and functional configuration experience with ServiceTitan is mandatory

Experience working with an AI/ML-based field service optimization or scheduling platform (e.g., Avoca AI) is highly preferred

Strong Business Acumen: Demonstrated ability to understand core HVAC/Home Services operational metrics (e.g., technician utilization, average ticket, booking rate) and connect them directly to system configuration

Exceptional Data Literacy: Proficiency in using ServiceTitan reporting and/or external tools (Power BI, Excel, SQL) to analyze and clearly present data to management

Excellent written and verbal communication skills, with a proven track record of explaining complex technical/data concepts to non-technical business audiences