Pluspunten
I wanted to wait approximately one year after leaving SysAid before leaving a review so I would be able to reflect on my experience with SysAid in an objective way rather than an emotional way. I also wanted to be able to compare SysAid to my my current employer. SysAid is a fun place to work. The people that work at SysAid are kind, intelligent, and hard working. This goes for the entire company - from C-level to individual contributors (and includes all locations of SysAiders). If you work hard, you will do well at SysAid and you will also be recognised for your hard work and commitment. I liked the management team at SysAid, upon reflection, including the CEO. The CEO is a kind person, with good intentions. A lot of people question if she is fit to be a CEO, and I really don’t know. But what I do know is I have never met someone who is more passionate about their company and more loyal to their long standing employees. If you prove your loyalty, she will have your back, and I like that. Her passion, in my opinion, can sometimes be interpreted in a way that I believe she doesn’t mean to portray, but I do believe she has good intentions.
Minpunten
At the time when I left, there was a lot of negativity amongst employees across all functions I engaged with. This made me feel negative, and I’m generally not a negative person so I didn’t like the person I was becoming surrounded by so much negativity. Everyone at SysAid (apart from Management - or at least they didn’t voice the following) felt under supported (including myself) and burnt out. That in itself, created a toxic culture that I no longer felt I could be part of. At the time (but I believe this has changed - I also believe languishing had an impact on the following), it felt as though that with everyday, came another employee leaving. With that, the panic sets in - ‘who will I go to now if I need xyz’, ‘who will be supporting my clients’, ‘how can we meet company wide deliverables if we don’t have enough support in xyz function’… etc. I felt stretched too thin while I was at SysAid. In all fairness to management (direct manager, VP, CEO), they wanted me to take rest. But because of how understaffed we were, taking rest meant that my customers wouldn’t be happy because there was no one to support them, and for me as a seller, I simply just couldn’t let go after the sale. My style is mostly relationship building so I end up caring about the people who are buying. I wanted them to have a good experience with SysAid and I knew that they could if I supported them where they felt there wasn’t enough support. I was always told by management not to worry that eventually we would hire people who could support employees and customers, but after a year and a half of being told the same thing with no progress, I eventually didn’t believe this could ever be the case. I felt I had no choice but to help customers with enablement, onboarding, and success after they transitioned from sales (also note - my customers were more complex than the average velocity/transactional sale). At the time, I knew the platform better than most employees globally in SysAid. Still to this day, I receive messages from customers asking me for my support (which I can’t provide as I’ve moved on). At the time, and with my support, they were happy and I could feel somewhat calm knowing that (even though I was so exhausted). I do believe if we had more support and knowledge sharing across all functions, mostly all customers could have a good experience using SysAid. The product itself is a good ITSM. It just requires a lot of workarounds to make the product fit to customers processes. The people who know how to do this work in SysAid are very few, which means it doesn’t actually get done for most customers. There’s a lot of Glassdoor reviews about bugs and lack product of product development but every ITSM is the same (ManageEngine, Freshservice, ServiceNow) - you name it. It’s only now that I can say I know this to be the case. At the time, this was a con. But now I know this is quite normal in the industry. Anyway, I moved on from SysAid. I don’t regret my time at SysAid, but I don’t regret leaving either. I’m happier at my new company, doing great, and have a good work life balance. Maybe I could have got there with SysAid but at the time, I didn’t feel SysAid would ever be able to give me that, or at least not in the near future. I now look back at my time at SysAid fondly and thank SysAid for the experience, both the good and bad.