Onsite Support Analyst

The Onsite Support Analyst must be able to travel to the Walmart facility in Bentonville at least twice per week (Monday - Friday). ServiceChannel is seeking an Onsite Support Analyst to serve as a dedicated, embedded resource supporting our strategic partnership with Walmart at their global headquarters in Bentonville, AR. This is a full-time, on-location role requiring presence at Walmart's Bentonville facility during core business hours (8am - 6pm CST, Monday through Friday). What You'll Do

• Serve as the primary onsite point of contact for Walmart's facilities and operations teams, delivering white-glove support and ensuring a best-in-class experience with ServiceChannel's platform.
• Troubleshoot API-related support requests, including inbound and outbound calls, using tools such as Postman, Swagger Explorer, or Fiddler — working with internal teams to resolve issues quickly and accurately.
• Monitor and manage inbound support requests through the help desk platform, prioritizing and escalating critical issues as appropriate.
• Deliver training and guidance to Walmart staff and service providers on ServiceChannel applications, partnering with internal teams on training development and ongoing enablement needs.
• Provide regular feedback and insight to internal teams on client needs, identifying patterns, best practices, and recommended solutions to continuously improve support quality.
• Support the Premium Support Consultant and Senior Customer Success Manager on special projects and ongoing client initiatives. What You'll Bring
• Experience in a customer-facing software support or SaaS customer success role, ideally within facilities management or a related industry.
• Foundational knowledge of API concepts —

XML, JSON, REST, SOAP

— or demonstrated ability and eagerness to develop technical skills quickly.

• Strong attention to detail, with the ability to accurately capture and document information in real time while managing live conversations.
• Clear, professional written and verbal communication skills in English.
• A collaborative, team-oriented mindset balanced with the ability to work independently in a client environment.
• Comfort with ambiguity and a track record of adapting quickly to new tools, processes, and feedback.
• A bachelor's or associate's degree is preferred, but equivalent experience will be considered.

Fortive Corporation Overview Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive:

For you, for us, for growth. About ServiceChannel ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.

In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world's most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. Bonus or Equity This position is also eligible for bonus as part of the total compensation package. Pay Range The salary range for this position (in local currency) is 54,100.00 - 100,500.00