Implementation Specialist II

Implementation Specialist II

Implementation Specialist II is a talented professional passionate about delighting customers and learning financial software products. This position reports to the Manager of Delivery Excellence under Alkami's Customer Experience Group division and works closely with a cross-functional team of Alkamists and directly with customers. Implementation Specialist II is responsible for collecting customer configuration settings, configuring products, testing the customers' configuration, and guiding customers through their UAT experience. In addition, this role helps establish project schedules, coordinate Jira and Workfront tickets, generate reports, and, in general, help deliver products for our customers. Successful candidates must have a driving sense of urgency, strong communication skills, a desire to learn and be successful in a collaborative environment.

Key Responsibilities & Duties:

• Manage configuration and issue tickets, coordinating with customers, third-party vendors, and internal groups to maintain timelines.
• Assist Technical Consultants with requirements-gathering efforts.
• Work with customers to gather configuration data from third-party vendors.
• Participate in customer and third-party vendor meetings.
• Perform software configuration and customizations to ensure the customer's testing environment is configured and ready for testing, training, and launch.
• Perform functional and integration testing.
• Track and report project configuration and testing progress, escalating when needed.
• Research and resolve configuration and usability questions from end users.
• Become a subject matter expert for at least three Alkami products and vendor integrations.
• Maintain product knowledge as new enhancements and functionality are released in the application.
• Foster an environment that maintains good ticket performance and customer satisfaction.
• Work with team members on internal initiatives to improve team performance, foster team growth, and assist with meeting department and company goals.
• Capture needed documentation changes and provide feedback to the document owner.
• Communicate configuration and testing feedback to upstream teams to improve the product and implementation process.
• Other duties as assigned.
• Approximately 10-15% travel is a requirement for this role.

Qualifications:

• 3+ years experience implementing cloud-based systems, working closely with technical teams, product owners, and project management teams.
• 2-5 years experience interfacing with external clients, including written, telephonic, and face-to-face interactions.
• 2+ years experience writing test cases and assisting clients with best practices for software testing.
• Ability to triage/troubleshoot software configurations.
• Excellent verbal and written communication skills and problem-solving abilities. This position requires extensive interaction on video calls, Slack, and email with our external customers, third-party vendors, and other Alkami employees.

• A general knowledge of software delivery processes and a deep desire to learn and progress into more complex roles.
• Experience using Google or Microsoft Office productivity software, including Outlook, Excel, Word, PowerPoint, or equivalent tools.
• Excellent organizational and time management skills.

• Careful attention to detail in all aspects of the job.

Desired Skills:

• Experience working with Atlassian tools, Jira, Confluence, and AIO Tests. Atlassian is integral to our processes and is used extensively within Alkami.
• Previous work experience within the banking or finance industries related to mobile banking applications is a plus.
• A general knowledge of Internet routing and related protocols.

The salary range for this position is: $83,700 - $93,000