Implementation Specialist / Business Analyst

CityView

Implementation Specialist / Business Analyst

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.

What’s 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’s You’ll Do:

• Business analysis: Define and document the customer’s business requirements; interpret and apply the information within the project's scope.
• Process mapping: Analyze client requirements and translate them into functional specifications using CityView defined processes.
• Gap analysis: Identify gaps between client needs and out of box system capabilities.
• Discovery: Facilitate discovery sessions and document business requirements, use cases, and pain points.
• 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 We’re Looking For:

• Highly focused and accountable individual.
• Ability to prioritize conflicting work assignments and deal with uncertainty.
• Experience and/or knowledge of local government processes.
• 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.
• Exceptional analytical abilities and reasoning, with strong business analysis skills.
• Understanding of the general licensing and permit process (or equivalent).
• Post-secondary education in a technology-related discipline or equivalent work experience.
• Outstanding oral and written skills, with a high professional, customer-facing communication standard.
• Ability to travel up to 15% in Canada and the USA.

What Makes You Standout: 

• Experience with permitting 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.

Who We Are:

CityView solves real-world business problems that local governments face in serving their constituents expeditiously. It does this by streamlining the complex business processes of permit, license and land management applications and approvals by providing constituents with online self-service and government employees with software that creates efficiencies of workflow management. We seek individuals with long-term career goals, because we believe in sustaining our growth and profitability long-term. We also seek people who are not afraid of change and who can endure the brisk pace set by our rate of growth and evolution.