Senior Technical Services Analyst

RESPONSIBILITIES:
Kforce is working with a client in Cornelius, NC that is looking for a Senior Technical Services Analyst to join their team. This organization operates in a fast-paced, collaborative environment where innovation, problem-solving, and ownership are encouraged.

Overview:
The Senior Technical Services Analyst will support and enhance the technology ecosystem across multiple locations, acting as a key escalation point and owning core systems including booking, scheduling, POS, CRM, and reporting.

This role focuses on resolving complex issues, identifying trends, driving root cause solutions, and improving workflows at scale. The ideal candidate enjoys solving problems, thinking systemically, and making a measurable impact through technology.

Key Responsibilities:
* Own and support core platforms (booking, scheduling, POS, CRM, reporting)
* Serve as the escalation point for complex issues and lead root cause analysis
* Identify and improve inefficient workflows and processes at scale
* Enhance support through better tools, automation, and evolving strategies (including AI)
* Partner cross-functionally to align systems with business and operational needs
* Contribute to documentation, best practices, and overall support quality

REQUIREMENTS:
* 3-5+ years of experience in Technical Support, Technical Operations, or Systems Support
* Hands-on experience with support workflows (ticketing systems, escalations, cross-functional resolution)
* Working knowledge of ITIL practices (incident, problem, and change management)
* Experience supporting business-critical systems (POS, CRM, scheduling/booking, reporting)
* Background in customer-facing or customer support environments
* Experience with tools such as Zendesk, Jira Service Management, or similar platforms

Preferred Qualifications:
* Experience supporting multi-location or franchise-based business models
* Experience in fitness, wellness, lifestyle, or retail environments

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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