Implementation Specialist II

About the role

The Implementation Specialist II plays a crucial role in helping U.S. banks and credit unions implement and configure Alkami's digital sales and service platform. Reporting to the Manager of Delivery Excellence, this position collaborates with a cross-functional team to ensure seamless product deployment and customer satisfaction.

Responsibilities

• Manage configuration and issue tickets, coordinating with customers, third-party vendors, and internal groups to maintain timelines.
• Assist Technical Consultants with requirements-gathering efforts.
• Work with customers to gather configuration data from third-party vendors.
• Participate in customer and third-party vendor meetings.
• Perform software configuration and customizations to ensure the customer’s testing environment is configured and ready for testing, training, and launch.
• Perform functional and integration testing.
• Track and report project configuration and testing progress, escalating when needed.
• Research and resolve configuration and usability questions from end users.
• Become a subject matter expert for at least three Alkami products and vendor integrations.
• Maintain product knowledge as new enhancements and functionality are released in the application.
• Foster an environment that maintains good ticket performance and customer satisfaction.
• Work with team members on internal initiatives to improve team performance, foster team growth, and assist with meeting department and company goals.
• Capture needed documentation changes and provide feedback to the document owner.
• Communicate configuration and testing feedback to upstream teams to improve the product and implementation process.
• Approximately 10-15% travel is required for this role.

Qualifications

• 3+ years experience implementing cloud-based systems, working closely with technical teams, product owners, and project management teams.
• 2-5 years experience interfacing with external clients, including written, telephonic, and face-to-face interactions.
• 2+ years experience writing test cases and assisting clients with best practices for software testing.
• Ability to triage/troubleshoot software configurations.
• Excellent verbal and written communication skills and problem-solving abilities.
• Extensive interaction on video calls, Slack, and email with our external customers, third-party vendors, and other Alkami employees.
• A deep desire to learn and progress into more complex roles.
• Experience using Google or Microsoft Office productivity software, including Outlook, Excel, Word, PowerPoint, or equivalent tools.
• Excellent organizational and time management skills.
• Careful attention to detail in all aspects of the job.

Desired Skills

• Experience working with Atlassian tools, Jira, Confluence, and AIO Tests.
• Previous work experience within the banking or finance industries related to mobile banking applications.
• A general knowledge of Internet routing and related protocols.