Implementation Analyst

Summary of this role

Provides front line support in a new partner implementation to ensure Partner functionality is properly selected to meet Partner’s requirements and expectations resulting in a fully successful implementation. Works with business and technical partners to set up and install technical systems, applications, or support Partners'/company's outsourced technology and business process solutions. Works directly with Partners to manage initial requirements, system access, creates required process documents, and coordinates training for Partners.

Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to other product and system integration teams for resolution, where appropriate. Provides feedback based on Partner experiences to product and professional services teams for product and process improvements. May work directly with Partners on-site or provide implementation support remotely.

• Ensuring Partner success, driving project requirements and dates, and supporting new business and revenue opportunities
• Consults with Partners that have complex setups to create a unique and specialized system configuration for processing. Serves as subject matter expert (SME) while actively participating in scope/discovery meetings to compare/contrast Partners' current solutions' offerings and future business needs with our service offerings and functionality. Proactively offers guidance and recommendations on product/service functionality on items that are not easily deduced from discussions and can only be ascertained through experience and past Partner configurations and set ups.
  
  Leverages understanding of Partners' existing functionality in order to properly implement and assess Partners in their system parameters decisions.
• Advises Partners and takes actions needed to resolve discrepancies. Mentors and occasionally provides SME guidance to lower level Analyst's work as the primary point of contact for multiple Partners on fewer than three modules or functions to include all environments while the Partner is in the conversion/deconversion/start‑up process.
• Provides recommendations and guidance to team with internal field Options level decision mapping; validates mapping is consistent with Partner configuration plan. Leverages a strong Data Segment (functionality) knowledge in order to manually perform field level verifications for multiple events prior to conversion. Advises/Reviews lower level analysts in the performance of verifications. Conducts complex analysis of data, solves problems and makes recommendations for option setup (i.e. product features, process workflows) while collaborating with technical teams to document requirements.
• Coordinates and documents expect BETA requirements (such as, lead flow, install requirements, boarding timeline, transaction testing) to verify relationships and integrations are ready for General use.
• Provides recommendations and guidance to junior team members on resolution of issues through data research and advises on direct and indirect impact. Keeps management abreast of situations and gives clear and precise updates to executives, Partner and team. Conducts and documents lessons learned and possible solutions, helps to format and implement solutions. Reviews updates to the internal metric and dashboard tools throughout the implementation process.
• Provides preliminary Partner education on system functionality to include: gathering requirements; preparing documentation; testing and making formal presentations. Monitors and provides functional education for a smooth transition to the long‑term support team through education of Partner and internal resources. Provides recommendations for improvements through transition phase.
• May analyze, interpret and develop simple to complex business specifications and logical flow charts that include features and functions from which programmers can create technical specifications by leveraging system or module knowledge in the design of system screens and database structures, where/when applicable.