Overview
Add new team members to your ServiceTitan Max environment and direct them to the right learning paths in ServiceTitan Academy. This article guides managers, owners, and office administrators through the post-go-live workflow for creating users in Enterprise Hub, granting permissions, configuring profiles, and assigning role-based training. A consistent onboarding process helps new hires reach productivity faster across the connected ServiceTitan Max workflow.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
An Enterprise Hub network is required to use the recommended user creation workflow.
The Activate Or Deactivate Employees and Edit Employee permissions are required to add and edit profiles. Administrators have these permissions enabled by default. Please contact the account administrator on your team for access.
The Academy company admin permission is required to assign Academy courses and learning plans to employees. Administrators have this permission enabled by default.
Things to know
Your Max environment must already be set up before adding ongoing new hires. For initial environment setup, see Admin Setup Checklist in ServiceTitan Max.
Bulk add is available only during onboarding. After go-live, create user profiles one at a time.
Roles set default permissions. You can customize permissions for an individual user without affecting the role default.
It takes up to 15 minutes for a new user to appear in ServiceTitan Academy after you add them in ServiceTitan.
Company Position controls which curriculum a new user may have access to in Academy.
Best practices
Choose the Company Position that best matches the new hire's day-to-day work. Academy uses this to auto-assign the right curriculum.
Assign the smallest role that lets the new hire do their Job. Add individual permissions only when needed.
Pair Academy training with hands-on practice in your environment for faster ramp-up.
Review the new user's profile and permissions during their first week to catch gaps early.
Use the Academy Insights dashboard to track training progress and follow up on incomplete courses.
Use cases
A new customer service representative joins the team and needs access to Contact Center, Scheduling, and the Call booking workflow on day one.
A new technician is hired and needs a managed Technician Profile, ServiceTitan Field Mobile App access, Field setup, and a route to the right Academy courses.
A new dispatcher takes over from a teammate and needs Dispatch permissions, the right Business Unit assignment, and access to Dispatch training.
A new marketing manager is brought in to run campaigns in Marketing and Ads Optimizer, and needs the Academy company admin permission to track team training.
Step 1: Create the user in Enterprise Hub
Enterprise Hub is the recommended path for creating new users in ServiceTitan Max. A user created in Enterprise Hub is mapped to your ServiceTitan tenant automatically, and the role you assign is replicated with the same name and permissions across tenants.
Go to enterprise-hub.servicetitan.com and sign in with your credentials.
In Enterprise Hub, click User Management.
In the side menu, click Users.
In the All Users section, click Add User.
In the Add user details section, enter the user's basic information.
Note: The username is the same as the email address.
Click Next Step.
Tip: To add more than one user at a time, click Add Another User before moving on. You can edit details for any user before saving.
In the Assign roles section, select one or more user roles. To view what each role can do, click View Role Permissions.
Note: Assign at least one user role. Roles assigned in Enterprise Hub are replicated in your ServiceTitan tenant with the same name and permissions.
Close the Role Permissions window and click Next Step.
In the Assign Tenants section, click Assign Tenants, then select and assign the tenant.
When finished, save the user. The new user receives an email invitation to create a username and password.
Step 2: Complete the employee or technician profile in ServiceTitan
The user you create in Enterprise Hub appears in your ServiceTitan tenant within minutes. Open the profile in ServiceTitan to add the role-specific details that Enterprise Hub does not capture, such as business unit, mobile access settings, dispatch Zones, and truck assignment.
Note: For employees created in Enterprise Hub, the Role and Email fields can be changed only in Enterprise Hub. You can edit all other profile details in ServiceTitan. For more, see Manage Employee Permissions with Enterprise Hub in ServiceTitan Max.
Complete an office employee profile
Go to the top toolbar and click Settings.
In the side panel, go to People > Employees.
On the Employees screen, click Edit next to the new employee.
Enter the employee's basic information:
Employee Name: Used across ServiceTitan and in reports.
Company Position: Select up to 5 positions that reflect the employee's duties. Positions drive Academy curriculum assignment.
Business Unit: Used for reporting and to control access to certain features.
Manager: Select the employee's manager. Managers can review, edit, and approve payroll for their team.
Photo: Used across ServiceTitan and in customer communications.
Enter the employee's contact information:
Email: Used for verification and to send reports.
Mobile Phone: Used for SMS and notifications.
Office Phone: Used when the employee places customer calls through ServiceTitan. Do not use a tracking number.
When finished, click Save Changes.
Complete a technician profile
Go to the top toolbar and click Settings.
In the side panel, go to People > Technicians.
On the Technicians screen, click Edit next to the new technician.
Enter Basic Info for the technician:
Technician Name: Used across ServiceTitan and in customer communications.
Company Position: Select positions that reflect the technician's duties. Positions drive Academy curriculum assignment.
License Type: Click Change, then select either Managed Technician or Non-managed Technician, and click Save.
Skills: List skills to help assign technicians by job type.
Business Unit: Used for reporting and to control access to certain features.
Photo: Used across ServiceTitan and in customer communications.
Caution: Managed technicians receive credit for sales and work performed, and managed technicians may affect your billing. For cost details, reach out to your Customer Success Manager.
Enter contact information for the technician:
Mobile Phone: Used for verification and notifications. Must be unique to the technician.
Email: Used for dispatch notifications and report delivery. Must be unique to the technician.
Note: A technician profile must include a unique mobile phone number or email address.
Enter ServiceTitan Mobile Access details for the technician. These settings control the technician's access to the ServiceTitan Field Mobile App:
Enable Mobile Access: Enabled by default. Required for technicians using the ServiceTitan Field Mobile App.
Upcoming Appointment Visibility: Use the dropdown to set how many scheduled appointments the technician can view.
Appointment History Visibility: Use the dropdown to set how far back the technician can view completed jobs.
New Account Status: Select Send invitation via email so the technician receives setup instructions automatically.
Enter Dispatching information for the technician:
Team: Used on the Dispatch Board and in reports.
Main Zone: The zone where the technician performs most of their work.
All Zones: All zones where the technician performs work. Required for Dispatch and Maps 2.0.
Memo: Details about the technician that appear on the Dispatch Board.
Enter the technician's Revenue & Cost information, truck inventory details, Home Address, and Manager.
When finished, click Save Changes.
Step 3: Adjust permissions for individual users
The role you assigned in Enterprise Hub sets the default permissions for your new user. If a specific user needs access beyond the role default, adjust their permissions in ServiceTitan.
Note: Manually added permissions for an employee or technician created in ServiceTitan are temporary unless the user is an administrator. System updates reset individual permissions to match the role. To make permission changes permanent across a role, set permissions for the role in Enterprise Hub.
Adjust permissions for an individual employee
Go to the top toolbar and click Settings.
In the side panel, go to People > Employees.
Click Edit next to the employee whose permissions you want to set.
Click Permissions.
In the sections below, select or deselect each permission to enable or disable it:
Access to Admin
Accounting
Customer Communications
Job Booking & Dispatching
Lead Generation
Payroll & Admin
Pricebook
Purchasing & Inventory
Selling & Performing Work
Tip: Use the Search field to find a specific permission. Hover over a permission to see its description.
When finished, click Save Changes.
Adjust permissions for an individual technician
Go to the top toolbar and click Settings.
In the side panel, go to People > Technicians.
Click Edit next to the technician whose permissions you want to change.
Click Permissions.
In the sections below, select or deselect each permission to enable or disable it:
Accounting
Customer Communications
Job Booking & Dispatching
Lead Generation
Payroll & Admin
Pricebook
Purchasing & Inventory
Selling & Performing Work
When finished, click Save Changes.
Step 4: Verify the user has access to ServiceTitan Academy
ServiceTitan Academy is your team's central learning platform. New users gain access automatically after you add them in ServiceTitan, and they receive a curriculum based on their Company Position.
Note: It takes up to 15 minutes for a new user to appear in Academy after you create them in ServiceTitan. If the user accesses Academy through Enterprise Hub and runs into issues, direct them to sign in at go.servicetitan.com instead.
Ask the new user to sign in to their ServiceTitan account.
Direct the user to click their profile icon, then click Academy.
In Academy, the user clicks the User Menu icon, then clicks My Courses and Learning Plans to view their assigned curriculum.
Tip: If the assigned curriculum does not match the user's actual role, return to the user's profile in ServiceTitan and update the Company Position field. Academy reassigns the correct curriculum on the user's next sign-in or through an overnight sync, whichever comes first.
The user clicks Start Course to begin training.
Step 5: Assign role-based ServiceTitan Max training
Direct new hires to the ServiceTitan Max content built for their specific role. The ServiceTitan Max Landing Page in the Academy maps each role to the recommended ServiceTitan Max training and resources. Use it to assign learning plans or individual courses in Academy.
Note: Some ServiceTitan Max content is still being released. Assign available content first, and check the ServiceTitan Max Landing Page in Academy for new content as it goes live.
Assign a learning plan to a user in Academy
In Academy, click the Admin menu at the top of the screen.
From the menu, click Learning plans.
On the Learning Plan screen, search for the learning plan and click its title.
From the individual learning plan, click Add.
In the dropdown, select Enroll users.
Select the user you want to enroll from the fly-out.
When finished, click Confirm.
Assign a course to a user in Academy
In Academy, click the Admin menu at the top of the screen.
From the menu, click Course management.
Click the title of the course to open the course configuration page.
Click Manage enrollments.
Select Enroll users.
Select Learner for the Level.
When finished, click Confirm.
Tip: To assign one or more courses to several users at once, select the check boxes next to each course, click Choose Action, and select Enroll users.
Step 6: Track training progress
Use the Academy Insights dashboard to monitor course completions and follow up with team members who fall behind.
In Academy, click the Admin menu at the top of the screen.
From the menu, select Insights.
Under Featured Dashboards, click Course Enrollments & Completions to view your team's course progress and completions.
Tip: You can also track your team's training progress by going to TitanAdvisor and selecting Training > View Team Training.