Implementation Specialist

Reporting to the Manager of Professional Services the successful individual will work closely with customers to understand their business requirements, configure the CityView software solution to meet those requirements and deliver training to those clients to ensure value creation. This is a fully remote position, however travel to client sites across the U.S. and Canada may be required.

This remote role welcomes candidates anywhere in Canada and the US. Up to 15-30% of travel is required for this role, and a valid passport/visa is needed for the travel to USA.

What will be your impact?

• Delivering high impact efficiency software solutions that meet our clients’ needs.
• Streamlining workflows to optimize client processes and responsiveness.
• Enhancing our clients’ service delivery capabilities to help communities grow.

What is the role?

• Business analysis: Define and document customer’s business requirements; interpret and apply the information within the scope of the project.
• Software configuration: Configure the software with workflow and business rules to allow customers to conduct and streamline their business processes. This is not a developer role.
• Legacy data conversion: Work with Data Conversion Specialists to achieve a smooth transition of legacy client data.
• Conduct training sessions: Train end-users in how to use the software in both remote and classroom-led sessions.
• Software specialist: Be an expert on the functionality and capabilities of the software to respond to client queries. Identify enhancement opportunities and communicate those requests to our product development team.
• Client service: Provide outstanding customer service and resolve client issues throughout the implementation and feedback process.
• Internal engagement: Work with cross-functional team members including Project Managers, Data Conversion Specialists, Quality Assurance, Technical Support Analysts, and other Business Analysts.

A day in the life:

• Receive weekly project allocations and goals from the Project Manager.
• Work on assigned tasks:
  • Engage with clients.
  • Source and compile data requirements
  • Configure software.
  • Test configuration and perform QA.
  • Deliver solutions to clients.
  • Action client feedback.
  • Report on status and update internal tracking systems.

What are we looking for?

• Highly focused and accountable individual.
• Ability to prioritize conflicting work assignments and deal with uncertainty.
• 5+ years of software configuration and/or end-user training experience is preferred.
• Experience identifying, defining, analyzing, and documenting client work processes, data, systems, and/or related activities.
• Post-secondary education in a technology-related discipline or equivalent work experience.
• Outstanding oral and written skills, as well as telephone manner.
• Ability to travel up to 20-35%.

What would make you stand out? 

• Experience with local government.
• Understanding of the general licensing and permit process.
• An understanding of database (installed and web-based) applications.
• Experience with MS SQL Reporting Services (or equivalent).

What we offer?

• RRSP matching program and employee stock purchase plan.
• Health Insurance from day 1 (medical, dental, vision, life, short and long-term disability, AD&D).
• 3 weeks of vacation and 5 Personal days.

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