Implementation & Training Analyst

About the role

This is a high‑visibility, customer‑facing role for someone who loves teaching complex software, guiding credit unions through major system conversions, and traveling to support go‑live success.

Responsibilities

• Develop Training Programs — Build and deliver engaging in‑person, virtual, and recorded training for core conversions and Synergent products.
• Facilitate End‑User Training — Create detailed training plans and guide credit union staff through new platform adoption.
• Support Implementations — Partner with Business Analysts and Project Managers to understand configurations and translate them into effective training.
• Create Instructional Materials — Produce manuals, guides, job aids, and evaluation tools for standard and custom programs.
• Lead Conversion & Merger Support — Guide credit union staff through setup, configuration, troubleshooting, and go‑live processes.
• Perform Systems Testing — Verify system functionality and resolve issues prior to launch.
• Travel for On‑Site Support — Provide hands‑on assistance during go‑live events and training engagements (approx. 50% travel).
• Lead Post‑Conversion Support — Manage the 45‑day support period, triage issues, and coordinate follow‑up tasks.
• Stay Current — Maintain strong knowledge of Synergent products and attend training to stay proficient.

Requirements

Customer‑Centered Thinking — Ability to support the business from both the customer’s perspective and internal operations.

Cross‑Functional Communication — Skilled at coordinating with internal teams and external partners.

Business Process Analysis — Proficient in discovery, modeling, and performance management.

Instructional Design Skills — Ability to create clear, visually appealing training materials.

Techical Proficiency — Comfortable with standard PC programs and learning new systems quickly.

Strong Communication — Able to convey complex information clearly and efficiently.

Organization & Prioritization — Manage multiple responsibilities in a fast‑moving environment.

Critical Thinking — Evaluate options and implement effective solutions.

Teamwork & Independence — Comfortable working solo or collaboratively.

Qualifications

Experience with instructional design and delivery of training programs.

Technical proficiency with standard PC programs and ability to learn new systems quickly.

Experience with project management and coordination with internal teams and external partners.

Ability to create clear, visually appealing training materials.

Experience with business process analysis and model development.

Experience with hands‑on support and troubleshooting during go‑live events.

Ability to manage multiple responsibilities in a fast‑moving environment.

Ability to adapt to change and evaluate options effectively.

Proven ability to communicate complex information clearly and efficiently.

Skills

• Instructional Design
• Technical Proficiency
• Communication Skills
• Project Management
• Customer Service

Benefits

Professional growth opportunities within a dynamic and supportive team.

Competitive compensation package including base salary, bonus potential, and benefits.

Flexible work schedule and remote work options.

Opportunities for travel and client interaction.

Health, dental, and vision insurance.

401(k) retirement plan with company match.

Employee Assistance Program (EAP).

Continuing education and training opportunities.

Work-life balance with generous paid time off.

Pay

Base salary with potential for bonuses based on performance.

Schedule

Hybrid work schedule with some travel required.