Implementation Specialist

Job Summary

Reporting to the Associate Director of Implementation, the Implementation Specialist plays a significant role in the implementation of the Elentra software with customers. The Implementation Specialist is responsible for the coordination, training, and transition of Elentra customers onto the Elentra platform. As an implementation specialist, you will be educating and orienting Elentra superusers, project-managing implementations, and preparing reports and/or presentations for all stakeholders. You will also work closely with customer project implementation teams, faculty, and administrative staff to support the implementation and gather feedback for future development. You will be required to troubleshoot issues within Elentra while liaising with both the end users and the development team to work towards resolutions.

Key Responsibilities

Participates in strategy planning and coordinates the effective implementation of modules within Elentra.
Works with technical leads to coordinate the development of customization and configuration within Elentra.
Provides input to support the development and continuous improvement of Elentra as a product.
Acts as the main point of contact and subject matter expert for customer-related requests and issues.
Contributes to project plans and prepares updates for key stakeholders.
Participates in conferences and public relations events.
Assists in the development and maintenance of best practices within Elentra. Researches, reviews, and analyzes the effectiveness and efficiency of existing processes, and develops strategies for enhancing these processes.
Supports end-users to implement process changes. Communicates process changes, enhancements, and modifications (verbally or through written documentation) to internal and external stakeholders (e.g., management, peers, and other employees), so that issues and solutions are understood.
Coordinates the User Acceptance Testing process. Prepares test scripts and conducts or supervises testing.
Develops and enhances training material and documentation for current and new features in Elentra to support all Elentra Users.
Assists in organizing and providing online technology development workshops and one-on-one training sessions.
Liaises between end-user and other support personnel in resolving customer issues and identifying where improvements can be made. Undertake other duties as assigned.

Required Qualifications

University degree in a related field (Information technology, Business Administration, Computer Science, etc.) or equivalent experience
Advanced knowledge of a business analysis discipline.
Several years of relevant work experience implementing and supporting learning management systems is an asset.
Knowledge and experience with Elentra products is an asset.
Change management experience with certification (i.e. PROSCI) is an asset.
Project management experience with an understanding of effective project management practices & principles with certification (i.e. PMP) is an asset.
Extensive knowledge of health science and medical education use cases and practices including several years of relevant work experience is an asset.

Specific Skills

Excellent interpersonal and communication skills, with the ability to collaborate with multiple stakeholders.
Ability to work as part of a dynamic team as well as independently with minimal supervision.
Excellent computer skills and ability to readily learn new applications.
Proven ability to prioritize and manage multiple and diverse tasks.
Ability to take initiative and exercise sound judgment.
Ability to analyze and synthesize data in order to translate it into reports.
Ability to explain and instruct in order to participate in delivery training and provide guidance to Elentra end users.
An ability to explain technical terms and concepts in a manner appropriate to the user.
Customer service skills, even under very demanding circumstances.

This position offers on-site, hybrid, or remote options.

Please send your resume along with a cover letter to [email protected]