Sr. IT Customer Success Specialist

Job description

Whether you’re a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more. Why Rosendin? Committed. Innovative. Engaged. If you’re looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder! YOUR NEXT OPPORTUNITY: The Sr. IT Customer Success Specialist - Enterprise Application is responsible for serving as the primary liaison between the IT Enterprise Applications team and business users, ensuring enterprise systems deliver a seamless, reliable, and positive experience for all stakeholders across the organization. WHAT YOU'LL DO: Serve as the primary point of contact for business users on enterprise application issues, requests, and enhancements Triage, prioritize, and manage support tickets related to enterprise applications, ensuring timely resolution Partner with IT technical teams to translate business needs into functional requirements Monitor system performance and user adoption, proactively identifying areas for improvement Conduct regular check-ins and satisfaction reviews with key business stakeholders Develop and maintain user training materials, FAQs, and knowledge base documentation Facilitate user acceptance testing (UAT) for system updates, patches, and new feature rollouts Coordinate with vendors and internal teams to resolve escalated technical issues Track and report on customer satisfaction metrics, ticket trends, and system health Identify recurring pain points and recommend process or system improvements Assist in onboarding new users and departments onto enterprise platforms The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position's role within the business unit WHAT YOU'LL NEED TO BE SUCCESSFUL: Work experience in IT customer success, support, or enterprise application administration Strong familiarity with enterprise applications such as Workday, Oracle, Salesforce, or ServiceNow Good understanding of ERP (Enterprise Resource Planning) and HRIS (Human Resources Information System) platforms Experience managing support ticket queues and customer-facing communications Strong ability to work within a team setting and cross-functionally with technical and non-technical staff Excellent problem-solving and troubleshooting abilities Good coordinating and organizational abilities Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.) Ability to prioritize and manage multiple tasks, changing priorities as necessary Ability to work under time pressure and adapt to changing requirements with a positive attitude Effective oral and written communication skills as required for the position Ability to be self-motivated, proactive and an effective team player Ability to interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others COMPETENCIES: Customer focus Computer literacy Teamwork Comfortable with fast paced environment WHAT YOU BRING TO US: Minimum of 5+ years experience in IT customer success, enterprise application support, or a related role Bachelor's Degree in Information Technology, Computer/Information Science, or related discipline Can be a combination of education, training, certifications and relevant experience WORKING CONDITIONS: General work environment – sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning Noise level is usually low to medium; it can be loud on the jobsite. We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions. Occasional lifting of up to 30 lbs. YOU Matter – Our Benefits ESOP – Employee Stock Ownership 401 K Annual bonus program based upon performance, profitability, and achievement 17 PTO days per year plus 10 paid holidays 3 days of paid sick leave each year 3 days of paid Bereavement leave each year 3 days of paid Jury Duty Medical, Dental, Vision Insurance Bonding Leave Term Life, AD&D Insurance, and Voluntary Life Insurance Disability Income Protection Insurance Pre-tax Flexible Spending Plans (Health and Dependent Care) Charitable Giving Match with our Rosendin Foundation Pay Range $111,700.00-$146,600.00 Annual The pay range for this role is what we expect to pay for candidates that meet the specified qualifications and requirements listed on this job description. Candidate’s pay can vary based on location, job-related experience, skills, and education. Our success is rooted in our people. We all come together around long-term vision and a sense of shared ownership. As a group, we do whatever it takes to ensure the success of our business…and your career. Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.