Administrative support for the Division of Hematology at USF. Handling various operational duties and patient interactions in a hybrid work environment.
About the role
- Service Delivery Analyst working with law firms to implement Actionstep’s cloud-based Legal Practice Management software. Collaborate with customers and internal teams for successful project delivery.
Responsibilities
- Guide customers through the implementation process, including discovery, system setup, configuration, workflow and template installation or changes, and training.
- Execute implementation and professional services as scoped for customers, ensuring delivery meets quality standards and customer needs.
- Ensure accuracy and consistency of deliverables through testing and validation.
- Support escalations for customers or partners to ensure successful outcomes.
- Deliver or contribute to customer training as part of implementation or ongoing services.
- Provide post-go-live support to help stabilize customer experience and adoption.
- Support onboarding and training of new partners to ensure consistent delivery standards.
- Ensure smooth transition of customers from implementation to ongoing support or customer success, including clear handoff documentation and knowledge transfer.
- Collaborate with Project Managers, Solution Architects, and other Services team members to ensure smooth execution of engagements.
- Contribute to continuous improvement by providing feedback to enhance delivery frameworks, templates, and best practices.
- Provide level-of-effort (LOE) estimates and input to support accurate scoping and contract execution.
Requirements
- Experience in software implementation, configuration, or professional services delivery is an advantage.
- Strong technical aptitude with the ability to quickly learn SaaS products and apply them to customer requirements.
- Excellent communication, facilitation, and problem-solving skills.
- Detail-oriented with strong focus on quality and accuracy.
- Ability to work effectively with internal teams, customers, and partners.
- Organizational skills with the ability to manage multiple engagements concurrently.
- Background in the legal industry preferred.
- Tertiary qualification in Information Technology, Business, Law, Information Systems, or a related discipline.
- Experience or training in business process improvement or systems design.
- Certifications in relevant SaaS platforms, systems implementation, or technical tools
Benefits
- Hybrid Work Flexibility: Enjoy a blend of in-office and remote work to suit your lifestyle.
- Modern Offices: Work in a central location with great coffee and even better company.
- Inclusive, Supportive Culture: Work with a genuinely friendly team that values collaboration and authenticity.
- Relaxed Dress Code: Be yourself and dress comfortably, while respecting the nature of our workplace and your teammates.
- Birthday Leave: Celebrate your big day with a day off, just for you.
- Unlimited Leave: Take the time you need to recharge, without the stress of counting days. We trust our team to balance flexibility with responsibility.
- Regular Team Events: From lunches to trivia competitions, we like to keep things social.
- Professional Development: Access to training, mentoring and internal growth opportunities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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