Implementation Specialist / Business Analyst

Location:  Cleveland, OH
Department:  Customer Success
Type:  Full Time
Minimum Experience:  3 – 5 years

Job Overview & Purpose:

The AmpliFund Implementation Specialist / Business Analyst is responsible for understanding clients’ business processes, translating those processes into system requirements, and transforming those requirements into system configuration specifications.  As part of the implementation team, this position works closely with the Project Managers to ensure that project requirements and configuration tasks are completed in accordance with project timelines.  In this role, the Implementation Specialist / Business Analyst will also be responsible for identifying gaps in client requirements and current system functionality.

This position works closely with the product and development teams and reports to the VP of Customer Success.

Essential Job Duties:

• Develops a strong understanding of our customers and business objectives
• Elicits and documents clients’ business requirements
• Configures clients’ AmpliFund instance based on business requirements
• Develops client configuration documentation
• Conducts testing associated with client configuration
• Documents issues discovered during testing, creates support tickets, and monitors resolution of issues
• Actively participates in client project status meetings
• Identifies and documents system functionality gaps
• Identifies potential project risks and reports risks to Project Managers
• Works with Project Managers and the product team to resolve functional gaps
• Ensures client feedback requests have sufficient information for successful execution of work
• Provide customer service and troubleshooting with current customers and ensures timely resolution
• Assist in training customers on effective use of the system
• Performs other job-related duties as assigned

Minimum Qualifications:

• Bachelor’s Degree in relevant field (e.g., Business, Information Systems)
• Three (3)+ years system implementation experience
• Three (3)+ years of business analyst experience
• Experience with launching successful SaaS implementations
• Ability to interact with business clients and internal teams simultaneously to bridge gaps and manage communications
• Proficiency at managing and prioritizing several projects and deadlines simultaneously
• Strong communication skills with the ability to present information in verbal, written or visual form to a variety of audiences, from the internal team to client executives
• Strong analytical and problem-solving skills, particularly with requirements gathering and documentation for concurrent projects
• Strong attention to detail
• Ability to self-manage and be an independent member within the larger project team
• Excellent verbal and written communication skills
• Highly organized, analytical, data-driven
• Understands how to visualize and present complex processes and data to business users
• Ability to quickly learn products, technologies, and processes
• Professional demeanor, able to handle a fast-paced, ever changing environment
• Competent in MS Office and Project
• Ability to travel up to 25%

Knowledge, Skills, Abilities Preferred:

• Experience in the Non-Profit Sector & Public Sector
• Knowledge of the nonprofit sector including grant management
• Basic Accounting knowledge a plus
• Experience teaching or training—specifically virtually a plus

Compensation Package:

• A competitive base salary plus bonus
• The ability to immediately join our benefits plan, including a 401k plan
• A newly renovated office environment in downtown Cleveland, overlooking Progressive field
• Supplemented parking
• Supplemented gym membership
• Equity opportunity
• Opportunity for advancement, based on performance