Implementation Analyst

Position Summary

The Implementation Analyst is responsible for supporting client’s implementation of Savana’s software. This position will provide product expertise, requirement gathering, configuration of the product, and triage client reported defects during the implementation cycle. The role is critical to a project’s successful implementation of the software. The ideal candidate would possess proficiency with latest OS, Microsoft Office products, Defect Tracking Tools and have a strong understanding of BPM/Workflow, API structures, Swagger and Postman. Experience in financial services, banking and/or FinTech is a big plus!

LOCATION

This will be a hybrid or remote role; if candidate chooses to work on a hybrid basis, Tuesday-Thursday are typical in office days .

Required Skill Sets

• 3+ years of experience in supporting customer software implementations and ability to bring the knowledge of what works, and doesn’t, to bear.
• Experience with information technology, systems analysis, and business applications.
• Proficiency with latest OS, Microsoft Office products, Defect Tracking Tools, and ability to write SQL queries.
• Possess an understanding of the software development lifecycle process.
• Excellent communication skills to effectively work with our clients during their most critical aspect of their relationship with us.
• Professional written and verbal communication skills for client communication and with internal teams and partners.
• Strong attention to detail.
• Strong analytical skills and creative thinking. This is a high velocity role where unexpected issues arise. It requires someone to think outside of the box at times to solve complex problems, proposing solutions rather than just identifying problems.
• Proven experience working well in a team setting. The ability to create meaningful internal relationships to help you succeed in your role.
• Possess a self-starter mentality with the ability to manage time effectively and complete tasks during the time in which they were committed.
• Strong ability to multitask between multiple projects and priority levels.
• Ability to travel 25-50% monthly.
  
  

Essential Duties And Responsibilities

The type of activities expected to be performed at this level include, but are not limited to:

• Develop a deep understanding of the Savana applications from a functional and technical perspective. Understand the flexibility of the system and options available to solve complex business processes of our clients.
• Become an expert in the configuration of the system. Be able to effectively explain to our clients how the system is configured, and what decisions our clients need to make for those settings. Be able to execute on those decisions to complete the configuration of the system to the client’s exact specifications.
• Work with customers on documenting requirements for new features, integrations or complex IT changes required for their launch of the product. Effectively document those in a business requirements document and work with product management or the technical organization to schedule and implement the required changes. Manage the customer’s expectations on those changes and the timing of them.
• Have a deep understanding of project management and how to successfully work as part of a project team to achieve a successful implementation of our software. Ensure not just that tasks are done correctly, effectively, and timely but that the project is financially effective.
• Trouble shoot client reported issues in a timely manner and in accordance to defined SLAs. Communicate clearly and effectively with our clients around reported issues, helping them determine priority, a resolution path, and a timeline. Be able to proactively address issues and/or highlight risks to a project that need to be addressed.
  
  

EDUCATION, CERTIFICATES, LICENSES, AND REGISTRATIONS

A Bachelor's Degree in Business or IT is preferred; comparable work experience may be considered

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.