Implementation Specialist

The Implementation Specialist is a versatile role that combines responsibilities across all the activities of software development life cycle. This role involves coordinating activities with various stakeholders, gathering and documenting business requirements, supporting testing and UAT activities, training end-users, and implementing solutions from the Convey product suite.

You should have experience coordinating multiple enterprise-level clients at a SaaS company. You must also be highly organized with excellent client communication skills. You must also be able to work well as an individual and in a team-based environment and have a consistent work ethic with a desire to be a part of a fast-paced team.

What you will do:

• Performing highly detailed operational tasks focused on the coordination of client programs

• Collaborate with stakeholders to gather and document business and system requirements.

• Create detailed functional specifications, user stories, use cases, workflow diagrams

• Ensure that all requirements are clear, complete, and aligned with business objectives.

• Maintain comprehensive and up-to-date documentation throughout the project lifecycle.

• Develop message templates for voice, sms, email

• Perform functional testing as necessary.

• Execute SQL scripts to investigate basic issues

• Coordinate user acceptance testing with clients including tracking, verifying, and organizing all reported issues before relaying them to the developers

• Develop training materials and conduct training sessions for end-users to ensure they are proficient in using the new system.

• Create user manuals, FAQs, and other documentation to support the ongoing use of the system.

• Handle miscellaneous client requests such as generate reports using SQL queries

• Work very closely with the Project Manager on assigned tasks to ensure the Project is on budget and on schedule.

Qualifications

What you have - Required Skills:

• Bachelor's degree in computer science, Engineering, Business Administration or related technical fields or equivalent work experience in a closely related field and/or market vertical

• 3+ years of experience in technical analysis, systems design and software development

• A minimum of 3 years' experience with very large enterprise customers with multi-year contracts. This role will be specific to providing dedicated implementation support for one of our large enterprise customers.

• Knowledge of database design and SQL

• Knowledge of workflow diagram tools, I.e., MS Visio, Lucid Chart, etc.

• Experience in project and task prioritization and evaluation of situational urgency

• 3+ years of experience as an IT Analyst or similar role

• 3+ years of experience working with large global, national or enterprise accounts – external clients

• 2+ years of experience working in an Agile environment following SCRUM processes for the entire SDLC

• 1+ years QA exposure or experience creating test cases and test plans for both internal and user acceptance testing for large projects

• Proficiency in RESTful APIs, HTTP methods, request/response structures, and authentication (OAuth, JWT, etc.).

• Ability to troubleshoot API issues and collaborate with developers for resolution.

• Proficiency in API testing tools such as Postman, Swagger, or SoapUI.

• Hands-on experience with SQL queries for data validation.

• Independent problem solver with a fast-learning mindset.

• Ability to learn quickly in a fast-paced environment

• Excellent problem-solving and analytical skills.

• Ability to work under pressure, organize and prioritize responsibilities

• Strong organizational skills and proven experience coordinating multiple projects / assignments simultaneously

• Superior communication and customer service / interpersonal skills

BONUS POINTS FOR:

• Any experience providing basic technical support to clients

• Functional QA experience, specifically API testing

US-BASED ROLES ONLY - BENEFITS

• Medical, Dental, and Vision coverage for employees

• Cost share for dependents

• 401(K) plan with company match

• Fully covered STD/LTD

• Employee Assistance Program (EAP)

• Paid Maternity Leave

• 12 weeks of paid parental leave for birthing parent

• Paid Paternity Leave

• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.

• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st

• On-site gym available for free use in Denver, CO for employees based in the Denver area

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.