ServiceTitan Administrator & Operations Support Specialist

About our company
JB’s is a veteran-owned construction and home-services business based in Northwest Florida. We serve our neighbors through electrical, plumbing, HVAC, roofing, remodeling, construction, and related services.
We are looking for an experienced ServiceTitan Administrator who can become our internal ServiceTitan Champion.
Our goal is straightforward: our team needs a knowledgeable person who can answer questions, solve problems, complete administrative work, maintain the system, and help us use ServiceTitan effectively—without every issue going back to the owner.
This is a hands-on execution role, not a consulting-only position. We need someone who can both explain what needs to happen and complete the work.
Your primary responsibility
Take ownership of day-to-day ServiceTitan administration and internal support.
When a team member has a question or something is not working properly, you will investigate, resolve what is within your authority, coordinate with ServiceTitan support when necessary, and follow the issue through to a verified resolution.
You are not expected to know every answer immediately. You are expected to know how to investigate, find reliable answers, communicate clearly, and follow through.
What you will own
Team support and troubleshooting
Be the first point of contact for ServiceTitan questions from our office, technicians, sales staff, and managers. Help team members understand the correct workflow and investigate problems involving customer records, jobs, estimates, invoices, memberships, mobile usage, and system settings.
Distinguish between a training issue, a configuration issue, missing information, and a problem that requires ServiceTitan support.
Daily administration and system maintenance
Complete approved updates to records, templates, forms, job types, business units, and other settings within your assigned scope. Maintain a visible request list so important work does not get forgotten.
Identify incomplete or inconsistent records, investigate the cause, and coordinate corrections with the responsible department. Do not guess at missing financial information or change records simply to make a report look correct.
Pricebook maintenance
Maintain our approved pricebook structure, descriptions, categories, images, and related information. Implement approved service, material, equipment, and pricing updates.
Work with management and accounting to identify missing information or setup problems. Pricing strategy, margin targets, and accounting-policy decisions remain with authorized leadership.
For bulk changes, document the starting point, validate the proposed changes, obtain required approval, and verify the results after implementation.
Reporting and data quality
Prepare and maintain useful reports for management, including approved views of department performance, sales, completed work, unsold estimates, memberships, and job-cost information where available.
Understand what a report measures, which dates and filters it uses, and what information may be incomplete. Investigate discrepancies instead of simply forwarding a spreadsheet to the owner.
Maintain recurring report delivery and help managers understand how to use their reports.
Training and documentation
Create short, practical instructions and screen-recorded walkthroughs for recurring tasks. Train new employees on the workflows relevant to their roles and help existing employees correct repeated mistakes.
Maintain a JB’s ServiceTitan knowledge library so the same questions do not need to be answered from scratch repeatedly.
Help translate our approved operating procedures and Nexstar-based service processes into practical system workflows.
ServiceTitan support and vendor follow-through
Own support cases from initial investigation through resolution. Provide clear examples, relevant screenshots, affected record identifiers, and steps already attempted.
Attend appropriate support or account meetings, document action items, and complete approved follow-up work. Escalate decisions requiring management approval with a clear explanation and recommended next step.
Connected tools and ongoing improvements
Help investigate problems involving our approved ServiceTitan-connected tools, including website booking and other integrations we use.
Coordinate with vendors or technical specialists where needed. Advanced programming is not a core requirement, but you should be able to explain a problem clearly and test whether a fix works.
Recommend practical improvements while working within our existing subscriptions and approved budget.
Required experience
You must have at least two years of meaningful, hands-on ServiceTitan experience, including administration, configuration, troubleshooting, reporting, or implementation work.
Experience limited to call answering, appointment booking, or dispatching is not sufficient by itself.
You should be able to demonstrate:
- ServiceTitan administrative work you personally completed, including pricebook maintenance and reporting.
- Successful troubleshooting and the ability to explain a workflow to a nontechnical team member.
- Strong spreadsheet skills, attention to detail, and careful handling of imports or bulk changes.
- Clear written and spoken English, dependable live availability, and independent follow-through.
Experience supporting U.S. HVAC, plumbing, electrical, or other home-service businesses is strongly preferred.
Preferred qualifications
ServiceTitan Certified Administrator certification is preferred. Please identify your credential and current status.
Experience with multi-trade businesses, memberships, job costing, QuickBooks integration support, purchasing or inventory workflows, and Nexstar-based operations is helpful.
Please be honest about which areas you know well and which would require additional training.
Authority and working relationships
You will report to the owner and work closely with our call-center manager, service manager, sales professional, and accounting support.
You will own system support and execution, not override department leaders.
Dispatch priorities, customer commitments, pricing policy, financial approvals, and employee-management decisions remain with the appropriate manager or owner.
You must obtain approval before making high-impact changes, enabling paid services, changing financial mappings, expanding access, or making changes that affect multiple departments.
What success looks like
Our team knows where to go for ServiceTitan help. Routine issues get handled without the owner becoming involved. Approved changes are completed accurately. Reports are dependable and clearly explained. Recurring problems lead to better training or a corrected process.
Most importantly, you make ServiceTitan easier for our team to use while reducing the owner’s daily administrative workload.
How to apply
Apply with the subject:
JB’s ServiceTitan Champion — Your Name
Include your résumé, expected monthly compensation, availability, and answers to these questions:
1. How long have you worked in ServiceTitan, and what administrative responsibilities did you personally own?
2. Describe a difficult ServiceTitan problem you investigated and resolved. What did you check, change, and verify?
3. What pricebook and reporting work have you completed yourself?
4. Have you trained other employees or managed ServiceTitan support cases? Give an example.
5. Which ServiceTitan areas are your strongest, and which would require additional training?
Shortlisted applicants will complete a paid practical assessment and live walkthrough using provided sample information or an appropriately controlled environment.
Do not submit confidential information, customer records, or unauthorized screenshots from another employer.