Teams at Fortive

Administers Zendesk and related integrations, manages contact centre workflows, workforce planning, forecasting, scheduling, and real-time monitoring. Develops dashboards, reports, and analytics covering service levels, productivity, customer experience, and operational performance. Partners with Operations, Quality, and Training teams to identify root causes, automate reporting, improve workflows, and deliver staffing and performance recommendations.

Develop and administer ServiceNow solutions focused on ITOM, CMDB/CSDM, Application Mapping, Discovery, integrations, and Vulnerability Management. Ensure configuration data quality, governance, security, performance, and platform upgradability. Partner with stakeholders and architects, develop and test workflows, provide Tier 3 support, document solutions, and transition capabilities to operations. The role also involves Agile delivery, process improvement, mentoring, technical communication, and occasional international travel.

Analyzes customer feedback, product usage, operational signals, UX research, and validation data to generate actionable customer intelligence. Builds taxonomies, classifications, documentation, and repeatable analysis practices; identifies trends, experience gaps, adoption issues, and meaningful signals. Uses SQL, Python, and multiple data sources to support evidence-based product decisions and collaborates with Product, UX, Engineering, Customer Success, and validation teams.