Onsite Support Analyst
Job Description
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 stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.
We are a diverse team 18,000 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.