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 software solutions that help clients improve efficiency and service delivery.

• Streamlining workflows to help optimize client processes and responsiveness.

• Supporting local governments in enhancing services for their communities.

What You’ll Do:

• Business analysis: Define and document customer business requirements; interpret and apply the information within project scope.
• Process mapping: Analyze client requirements and translate them into functional specifications aligned with CityView-defined processes.
• Gap analysis: Identify gaps between client needs and out-of-the-box system capabilities.
• Discovery: Facilitate discovery sessions to document business requirements, use cases, and pain points.
• Software configuration: Configure workflows, business rules, and system settings to support and streamline customer business processes. This role focuses on software configuration and business process enablement rather than software development.
• 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: Develop expertise in CityView functionality and capabilities to support clients and identify enhancement opportunities.
• Client service: Provide exceptional customer service and support clients throughout the implementation lifecycle.
• Internal engagement: Work with cross-functional teams including Project Managers, Data Conversion Specialists, Quality Assurance, Technical Support Analysts, and other Implementation Specialists.

A Day In The Life:

• Receive project assignments and priorities from the Project Manager.

• Work on assigned tasks:
  • Engage with clients.

  • Gather and validate client data requirements.

  • Configure, test, and validate software solutions.

  • Deliver solutions to clients.
  • Action client feedback.

  • Provide project status updates and maintain internal tracking systems.

What We’re Looking For:

• A highly focused and accountable individual.

• Ability to manage competing priorities and work effectively in a changing environment.

• Experience and/or knowledge of local government business processes.

• 5+ years of experience with software configuration, business process analysis, and/or end-user training is preferred.
• Experience identifying, defining, analyzing, and documenting client work processes, data, systems, and/or related activities.

• Strong analytical and problem-solving skills with experience in business analysis.

• Understanding of licensing, permitting, or related government business processes (or equivalent).
• Post-secondary education in a technology-related discipline or equivalent work experience.

• Outstanding verbal and written communication skills in a highly professional, customer-facing environment.

• Ability to travel up to 15% in Canada and the US.

What Makes You Stand Out:

• Experience with permitting, licensing, land management, or related government processes.

• 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. We do this by streamlining the complex business processes of permit, license and land management applications and approvals by providing constituents with online self-service tools and government employees with software that improves operational efficiency. We seek individuals with long-term career goals who thrive in a growing and evolving environment. We also seek people who embrace change and can prosper in a fast-paced, evolving environment.

Salary range: $65,000 - $75,000 CAD per year.