Position Summary
The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers, ensuring platform configurations are maintained, optimized, and aligned to business requirements. This role partners closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and drive adoption of ServiceChannel capabilities. This position is responsible for administrative configuration, user management, customer-requested updates, and communication regarding platform performance and enhancements.
Key Responsibilities
Customer Platform Administration
Configure and maintain ServiceChannel platform settings based on customer requirements.
Modify and manage user access, permissions, and administrative settings.
Implement customer-requested updates within approved platform modules.
Maintain dashboard settings, workflows, and issue list configurations.
Customer Consultation & Support
Serve as the primary point of contact for platform administration requests.
Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions.
Provide customers with updates on enhancement requests and platform initiatives.
Communicate ServiceChannel system performance issues and platform updates to customers and internal stakeholders.
Configuration Management
Support configuration and administration within:
Locations & Provider Assignments
Asset Management
Refrigerant Tracking
Site Planning
Inventory
Projects
Supply Manager
Preventative Maintenance configuration
Business Hours settings
Invoice and Proposal workflows
Auto Invoice Approval processes
Dashboard administration
Issue List configuration
Cross-Functional Collaboration
Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
Participate in customer meetings related to platform administration and optimization.
Document platform changes and maintain configuration records.
Escalate issues and risks appropriately to leadership and technical teams.
Qualifications
Required
2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
Experience managing customer-facing technology solutions.
Strong analytical and troubleshooting skills.
Ability to manage multiple priorities and customer requests simultaneously.
Excellent written and verbal communication skills.
Experience working with cross-functional stakeholders.
Preferred
ServiceChannel platform experience.
Zendesk experience.
Knowledge of facilities management workflows.
Experience with workflow automation and business process optimization.
Experience supporting enterprise customers.
Success Measures
Customer satisfaction and platform adoption
Configuration accuracy and quality
Request turnaround time
SLA adherence
Reduction in configuration-related escalations
Customer retention and expansion support
Stakeholder satisfaction
Accruent is a global SaaS leader that provides solutions for organizations to manage their property and physical assets more effectively. The company serves more than 10,000 customers worldwide with technology and services that enable efficiency, compliance, and transformation across the built environment. Accruent's platform helps organizations gain visibility, efficiency, and confidence in how they operate their physical resources. The company is committed to customer success, operational excellence, and long-term innovation through their software solutions and professional services.
