Technical Services Analyst

RESPONSIBILITIES:
Kforce's client in Charlotte, NC is seeking a detail-oriented and technically skilled Technical Services Analyst to support our in-gym systems and core business platforms. This role ensures system accuracy, smooth operations, and a positive experience for Franchise Partners and Members.

Summary:
The Technical Services Analyst specializes in in-gym technology platforms, including Mindbody, DOMO, LoopSpark, and the client's App, while also providing Tier One and Tier Two support for retail and nutrition systems.

Accountability:
* Provide technical support for in-gym systems and core platforms
* Troubleshoot and resolve system issues for Franchise Partners and members
* Serve as escalation point for complex technical cases
* Maintain and improve system processes and documentation
* Support technology projects and new system implementations
* Assist with cross system support including retail and nutrition platforms

In-Gym Technical Support (Tier 3 Focus):
* Serve as the lead technical contact for operational platforms, including Mindbody, DOMO, and the App
* Provide advanced troubleshooting, configuration, and process improvement across systems
* Act as a liaison for system improvements and vendor collaboration

Cross-System Support (Tier 1 and 2):
* Respond to and resolve inbound tickets related to B2B and B2C systems and orders
* Escalate Tier 3 technical issues to the appropriate subject matter expert or vendor

System Optimization & Process Development:
* Identify recurring issues and recommend scalable, system-level solutions
* Contribute to technical documentation, SOPs, and internal knowledge bases

Project & Implementation Support:
* Partner with HQ stakeholders to scope, test, and deploy technical projects that impact franchise operations
* Provide user feedback and ensure field-readiness for new technology rollouts

REQUIREMENTS:
* 2-4 years of experience in technical support, systems analysis, or a related role
* Proven experience managing or supporting platforms such as CRMs, POS systems, or enterprise SaaS tools
* Strong analytical and problem-solving skills with the ability to break down complex issues into actionable steps
* Excellent communication skills; capable of translating technical concepts into clear, business friendly language
* Familiarity with ITIL concepts and experience working on a structured service desk environment
* Highly collaborative with the ability to work cross-functionally across business and technical teams
* Detail oriented, process driven, and focused on delivering high quality, scalable solutions
* A passion for empowering others through technology and process improvement

Preferred Qualifications:
* Bachelor's degree preferred
* Experience using Zendesk or similar ticketing platform
* Experience with Mindbody software
* Experience with analytics or reporting tools such as DOMO
* Knowledge of the fitness industry or franchise systems is a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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