Implementation Manager

2 days ago

Toronto Ontario CA, Ontario SysAid Full time

SysAid is a software company that provides IT Service Management (ITSM) and Asset Management solutions through a SaaS (Software as a Service) model. We serve over 5,000 customers worldwide and help organizations increase efficiency by using automation, analytics, and AI.


As we keep growing our Professional- Services team we are looking for an Implementation Specialist to take part in managing the implementation process of the company's product. This can be a great opportunity for you to gain experience in designing and implementing ITIL assessments and procedures, work with global clients, and join a team of professionals.


Responsibilities:

  • Lead end-to-end implementation projects for SysAid ITSM and ESM solutions.
  • Manage project plans, timelines, and deliverables, ensuring alignment with client goals.
  • Track progress and mitigate risks to ensure successful project outcomes.
  • Act as the primary point of contact for clients during the implementation process.
  • Conduct client workshops to gather business requirements, align expectations, and showcase SysAid's capabilities.
  • Provide guidance and best practices to optimize clients’ ITSM and ESM processes.
  • Design and configure solutions to meet client needs, including workflows, integrations, and reporting.
  • Collaborate with the other teams for customizations and integrations.
  • Test and validate the configured solution with clients to ensure quality and functionality.
  • Deliver training sessions to end-users and administrators, empowering them to fully utilize SysAid’s features.
  • Provide support during the go-live phase to ensure a smooth transition.
  • Gather client feedback to enhance implementation methodologies and identify product improvement opportunities.
  • Stay up-to-date with industry trends and SysAid updates to advise clients effectively.


Qualifications:

  • Minimum 3 years of experience in ITSM or related software implementation and consulting.
  • Strong project management skills with a proven track record of leading successful implementation projects.
  • Familiarity with ITSM platforms (SysAid, ServiceNow, etc.) and best practices.
  • Proficiency in process design, workflow automation
  • Excellent communication and presentation skills.
  • Strong problem-solving abilities with a client-first mindset.
  • Education:
  • Bachelor’s degree in IT, Computer Science, Business Management, or related fields (preferred)
  • ITIL Foundation certification (preferred).


Language Skills:

  • Fluent in English.
  • Fluent in Spanish is a plus.

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