Service Support Analyst

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.
   

POSITION SUMMARY

The Service Support Analyst is an entry-level professional responsible for providing administrative and operational support to Vertiv's Offering Team. This role focuses on routine tasks that ensure smooth daily operations, accurate documentation, and timely responses to internal stakeholders.

Working under direct supervision, the analyst applies basic concepts and established procedures to manage communication channels, maintain offering-related data, and support the preparation of standard materials. They will also contribute to core offering-related tasks, as well as straightforward projects and initiatives with guidance, while playing an active role as part of the team on larger projects and initiatives.

This role is essential in enabling the Service Support Senior Analyst and Offering Managers to dedicate more time to research, analysis, and strategic initiatives, while ensuring that operational and project-related activities are executed efficiently.

RESPONSILITIES

• Maintain and update offering documentation, including scopes of work, technical specifications, and sales-enablement materials, ensuring accuracy and accessibility.
• Support order configuration forms and processes in Oracle CPQ or other systems to ensure consistency and operational integrity.
• Contribute to the implementation and testing of new configurations or system updates, collaborating with stakeholders under guidance.
• Perform routine data checks to identify discrepancies or opportunities for improvement, escalating issues to senior team members as needed.
• Maintain a centralized database of offering information to ensure version control, transparency, and easy stakeholder access.
• Collaborate with cross-functional teams, including IT, Sales, Application Engineering, and Customer Service, to support operational excellence.
• Provide administrative and task-level support on projects led by senior team members.
• Document and support resolution of offering-related challenges, escalating when necessary to maintain smooth operations.
• Perform other related duties to drive operational efficiency and enable the Offering Team's strategic priorities.

QUALIFICATIONS:

• Minimum of 1-2 years of professional experience, preferably in administrative support, customer service, business operations, or engineering.
• Preferably with some understanding of business processes or organizational workflows.
• Exposure to working with cross-functional teams or handling internal stakeholder requests is an advantage but not required.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Demonstrated ability to build strong working relationships across cross-functional and geographically dispersed teams.
• Bachelor's degree (BA or BS) in Business Administration, Information Systems, Engineering, or a related field preferred.
• Equivalent work experience in administrative, customer service, operations, or related support roles may be considered in place of a degree.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Experience with CRM systems (e.g., Oracle Sales Cloud) and CPQ tools (e.g., Oracle CPQ) is highly desirable.
• Strong attention to detail and eagerness to develop data analysis skills.
• Comfortable learning to work with configuration tools, internal databases, and system documentation.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Developing analytical skills with the ability to troubleshoot issues, identify root causes, and support process improvements.
• Detail-oriented, with a focus on maintaining data accuracy and consistency.
• Self-motivated and proactive, with a willingness to take ownership of tasks and drive them to completion.
• Collaborative team player who contributes to shared goals and supports a high-performance culture.
• Comfortable providing backup support and taking on additional responsibilities as needed.
• Developing the ability to work independently on moderately complex tasks with minimal supervision

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities. 

OUR CORE PRINCIPALS:  Safety.  Integrity. Respect.  Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development