Support Analyst - Orlando - HNM Systems

Description

HNM Systems is the leading tech-enabled professional services provider, shaping the workforce across the telecom, energy, and technology sectors. We connect top specialized talent with direct hire, contract-to-hire, and consulting opportunities that drive fiber expansion, digital infrastructure, wireless networks, and smart grid energy solutions. Our innovative approach delivers high-impact workforce development and consulting outcomes, with a 94% success rate in talent placement and project execution. Relentlessly people-driven, HNM Systems sets the industry standard through an unwavering commitment to exceptional employee experience—establishing a trusted "home base" for our consultants and long-term value for our clients.

Join a large-scale, highly operational organization where enterprise technology plays a critical role in delivering seamless, real-time experiences across complex environments. This role supports cross-functional initiatives that impact infrastructure, digital platforms, and operational systems used by millions annually. You'll work alongside business leaders, technology teams, and external partners to deliver strategic projects in a fast-moving, high-visibility setting. If you enjoy coordinating large initiatives, aligning diverse stakeholders, and driving structured execution within an enterprise-scale organization, this is an opportunity to contribute to technology that supports one of the most dynamic and operationally intensive environments in the region.

Position Summary

The Support Analyst – ClickUp Platform Adoption is responsible for supporting enterprise-wide adoption, enablement, governance, and optimization of the ClickUp platform. This role acts as the frontline support and functional expert, ensuring teams effectively leverage ClickUp to standardize workflows, improve visibility, and drive operational efficiency.

The analyst will provide user support, configuration assistance, training, documentation, reporting support, and continuous improvement recommendations. This role bridges business users and technical teams to ensure the platform is used consistently, strategically, and in alignment with organizational standards.

Key Responsibilities

1. Platform Support & User Assistance

Serve as Tier 1–2 functional support for ClickUp users across departments.

• Troubleshoot issues related to spaces, folders, lists, permissions, dashboards, automations, and integrations.
• Manage and resolve user tickets within defined SLAs.
• Escalate complex system or integration issues appropriately.
• Maintain a knowledge base of common issues and solutions.

2. Platform Adoption & Enablement

Support enterprise rollout initiatives and onboarding of new teams.

• Deliver live and recorded training sessions for users at varying levels of proficiency.
• Develop user guides, quick-reference materials, and process documentation.
• Coach teams on best practices for task management, portfolio tracking, and reporting.
• Reinforce governance standards and approved templates.

3. Configuration & Optimization

Assist in workspace configuration aligned with enterprise standards.

• Support creation and maintenance of:
• Templates
• Custom fields
• Automations
• Dashboards
• Reporting structures
• Identify workflow inefficiencies and recommend improvements.
• Partner with business leads to standardize project structures.

4. Reporting & Data Integrity

Support development of dashboards and reporting for leadership visibility.

• Ensure data quality and adherence to naming conventions and standards.
• Assist with portfolio-level tracking and metrics alignment.
• Monitor adoption metrics and user engagement.

5. Governance & Continuous Improvement

Help enforce platform governance and usage policies.

• Monitor workspace sprawl, duplication, and misalignment.
• Contribute to roadmap discussions for enhancements and integrations.
• Evaluate new ClickUp features (including ClickUp AI capabilities) for enterprise readiness.

6. Integration & Cross-Platform Collaboration

Support integrations with enterprise systems (e.g., Microsoft ecosystem, file storage, reporting tools).

• Coordinate with IT and security teams to maintain compliance and access controls.
• Assist in documentation of system architecture and dependencies.

Required Qualifications

Bachelor's degree in Business, Information Systems, Technology, or related field (or equivalent experience).

• 2–5 years of experience in application support, SaaS platform administration, or enterprise tool enablement.
• Hands-on experience with ClickUp (preferred) or similar platforms (e.g., Jira, Smartsheet, etc..).
• Experience supporting enterprise application adoption initiatives.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to train and support both technical and non-technical users.

Preferred Qualifications

Experience with enterprise rollout/change management initiatives.

• Familiarity with AI-enabled productivity tools (e.g., ClickUp AI, Microsoft Copilot).
• Understanding of portfolio management and reporting frameworks.
• Experience with workflow automation and process standardization.
• Knowledge of governance models for SaaS platforms.

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position. This job description is subject to revision, and it may be updated to reflect changes in the role or organization. HNM Systems utilizes legally permissible drug and background checks as part of our screening process. Essential requirements of the position include eligibility to work for any U.S. employer without sponsorship now or in the future. It is the policy of HNM Systems, Inc., to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information and/or marital status. HNM Systems, Inc is compliant with the Fair Chance Ordinance as applicable and will consider all qualified applications for employment.