Implementation Specialist II (CS/DM)

VertexOne Brand; North America; Remote; USD 80,000 - 110,000; Full time

Job summary

VertexOne, a leader in SaaS solutions for utilities, seeks a Senior Implementation Specialist. You will guide clients through the implementation process of our Customer Information System (CIS), analyzing their business needs and translating them into functional specifications. This role combines project management and technical skills, ensuring successful implementation while providing outstanding customer service.

Benefits

Health Savings Account (HSA)

401K match

Flexible PTO

Employee recognition platform with monetary rewards

100% Remote work environment

Paid parental leave

Qualifications

• 4+ years as Business Analyst or Implementation Specialist.
• Utility and/or consulting experience with Customer Information Systems.
• Experience in documentation such as Business Requirements and Functional Specifications.

Responsibilities

• Lead clients through the implementation process of Customer Information Systems.
• Analyze business requirements and create technical specifications.
• Develop and perform testing to ensure product quality.

Skills

SQL

Business Process Design

Data Analysis

Communication

Problem-Solving

Education

Bachelor's Degree in relevant field

Tools

Jira

Job description

At VertexOne , helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities , or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work. Great Place to Work is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

We connect water, gas, and electric utilities, retailers, and energy service providers to their customers and their business operations, transforming the customer experience for the energy and utility industry. We work with our clients to transform their service delivery, focusing on enhancing their capability, ambition, and brand.

Position Overview:

The Senior Implementation Specialist at VertexOne will lead our clients through the implementation process of our Customer Information System (CIS) and analyze client business needs and translate them into functional and design specifications. This customer-facing role involves managing multiple projects and relationships, supporting software development and configuration. Key responsibilities include requirements analysis, system design coordination, workshops, testing, training, and maintaining system documentation. The role also involves liaising with project managers and developers to address business and technical gaps.

As a CS/DM specialist you will focus on the customer service and device management aspects of our Customer Information System. Your work will focus on the core customer and field service aspects of the business working. An understanding of the overall meter to cash processes is required.

Primary Responsibilities:

• Lead and guide clients through the implementation process taking full ownership of the customer and device management areas from a business and technical perspective.
• Analyze and model business requirements to create technical requirements.
• Translate client’s business needs into functional and design specifications.
• Perform the required research to identify gaps between the business requirements and the current functionality.
• Develop and review requirements, business processes, and recommendations related to proposed solutions as well as functional and system design specifications.
• Lead team members and peers by fostering collaboration, clearly communicating ideas and perspectives to senior management, initiating and overseeing projects, managing resources effectively, resolving issues, and ensuring accountability for both personal and team performance.
• Liaise between clients/users and technology architects/developers to ensure precision and clarity in the documentation of business requirements and technology solutions.
• Prepare/Review System Functional Specifications and Business and Use Case documentation.
• Lead High Level Design and Best Practice sessions.
• Perform Use Case walkthroughs.
• Develop test cases and perform testing on changes and enhancements.
• Perform System, Functional and Integration Testing to ensure product quality remains at the highest level, including dealing with workload peaks without compromising quality/standards.
• Investigate production issues and assist with troubleshooting, re-creating, and resolving those.
• Support all phases of the Software Development Life Cycle, including requirements analysis, design, construction, testing, implementation, and monitoring.
• Work with third party vendors during requirements, design and testing phases.
• Escalate and communicate issues to VertexOne Management or Clients as needed.
• Work cooperatively in a team environment to meet the goals of the department and of the company.
• Client on-site meetings during key phases of the project (30% travel)

Minimum Qualifications:

• Utility and/or utility consulting experience and knowledge of Customer Information Systems (CIS) Billing systems is required.
• Experience working with the call center or field service departments is required.
• 4+ years working experience as a Business Analyst or Implementation Specialist in the Software Development industry, creating detailed Business and Technical documents such as Business Requirements Documents, Design Documents, Functional/Technical Specifications, Interfaces, Web User Interface (UI) and Workflows, Use Cases, User Guides, Defect Analysis Reports etc.
• Proficiency in SQL (SELECT Statements, Joins, Subqueries, Data filtering and sorting and Data Manipulation) is preferred
• Understanding software development process and IT project management methodologies (Agile/Waterfall, Hybrid) and relational database principles, data analysis and incident management tools (e.g., Jira).
• Experience working with AI tolls for data analysis, process automation is preferred.
• Demonstrated experience in business process design and requirements analysis.
• Knowledge of and experience with Web APIs and Batch Processes is preferred.
• Ability to promote and maintain a positive and inclusive work environment with project team members, co-workers, management, and vendors by behaving, collaborating, and communicating in a manner consistent with professional standards.
• Skills to identify, communicate, and resolve issues effectively.
• Strong ability to analyze issues and solve problems effectively.
• Ability to quickly grasp new concepts and manage change through innovation and flexibility.
• Ability to meet deadlines, manage multiple projects, and prioritize tasks efficiently.
• Excellent at multi-tasking while maintaining high standards and productivity.
• Ability to work well under pressure.
• Highly self-motivated and proactive.

Travel: Occasional short trips if required

What VertexOne has to offer:

• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net .

Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.