Build, scale, and lead AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers.
Locations (2)
United States
Ontario, Canada
Compensation
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
Responsibilities
Lead the Tier 1 and Tier 2 support teams through the reorganization
Create clear performance standards and hold teams accountable
Build performance metrics and frameworks for individuals and teams
Co‑own the annual operating plan and headcount planning
Set annual and quarterly support goals and review progress with the executive team
Own the Coupa and Rossum platforms end-to-end, keeping them stable, scalable, and well-configured as core systems the global finance function relies on, while supporting adjacent platforms such as NetSuite and Concur.
Compensation
The pay range for this position is $150000.00 - $180000.00/yr.
Responsibilities
Provide L1/L2 support across the finance systems landscape, covering ticket triage, incident management, SLA tracking, and root cause analysis.
Take on open-ended platform problems, provide clarity, and implement appropriate solutions, simplifying and improving processes within your domain to lift team efficiency.
Act as a trusted point of contact for finance stakeholders, translating system issues into clear actions and managing expectations through timely, accurate communication.
Identify repetitive support activities and automate them using documentation, process improvements, and AI-assisted tooling.
Develop and maintain runbooks, knowledge base articles, and handover materials that reduce recurring issues and capture how Coupa and Rossum are configured.
Develops and manages product training and knowledge content for a complex clinical trial technology platform, ensuring accuracy and clarity across releases.
Responsibilities
Develop and maintain knowledge base articles, job aids, user guides, and training resources alongside each of the four annual software releases.
Use release overviews and release notes as the source of truth so content is complete and accurate at the time of each release.
Write clear, precise technical documentation that translates complex functionality into language users can understand.
Determine where new content belongs within the knowledge base, and how functionality connects across the platform, user roles, and processes.
Create training assets such as training presentations, training manuals, curriculum materials, and competency assessments.
Requirements
Bachelor’s degree in a clinical, science, health-related, or technical communication field
Provides customer support for IT related issues via phone, email, voicemail and incident tickets, troubleshooting hardware, software and application issues, and documenting resolutions in ServiceNow.
Responsibilities
Will work on an Incident Management System ticket queue (ServiceNow), accurately and thoroughly documents issues and resolutions.
Troubleshooting on Microsoft and Apple devices, day to day varies between hardware, software, resetting passwords, to specific application related issues.
Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact.
Monitors assigned tickets in ServiceNow queue daily, follows-up with customer, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate.
Recommends ideas for new Incident templates to expedite incident detail and assignments.
Requirements
Associate's degree in computer science
Nice to have: A+ Certification
Nice to have: Support Center Analyst Certification
Lead ServiceNow Developer role focused on supporting federal clients by building custom high-code solutions and enhancing user experiences across enterprise environments.
Compensation
$120,000–$140,000 annually, based on experience level.
Responsibilities
Work independently and as a technical team member
Work in multiple instances and domains, supporting internal and external customers
Utilize an Agile/Scrum methodology to manage development work
Advise functional and admin teams on design, development and overall ServiceNow best practices
Collaborate with business, systems, and Technology partners in business analysis meetings to develop business and systems requirements
Requirements
Nice to have: ServiceNow CAD (Certified Application Developer)
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