Digital Procurement Implementation Specialist

3 weeks ago

Waterloo, Canada GHD Full time

Organizations don't innovate, people do.

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.

Join our team of over 600 data scientists, design problem solvers, immersive digital consultants, project managers and innovators, all working to build positive change for generations to come.

Who are we looking for?

GHD is seeking a passionate and energetic Implementation Specialist for our team in Waterloo, ON.

Primary Functions:

The purpose of the Implementation Specialist is to work with clients and internal teams to onboard new clients to our out-of-the-box digital procurement software product, bids&tenders which consist of:

  • Intake
  • Electronic Submissions
  • Contract Management
  • Supplier Performance
  • RFx Evaluations

This role will:

  • Understand public procurement and best practices for the industry
  • Meet with clients to confirm configuration details and ensure they are documented
  • Communicate suggested document template updates to reflect the change in bidding platform and process
  • Remove roadblocks for internal teams
  • Work with clients to ensure change management and process realignment has been completed for their staff, stakeholders, and suppliers
  • Support clients through the launch of their new tool
  • Hand clients back off to their account executive and support team after the implementation is complete

Responsibilities:

  • Assist the buyer support portal guides with accessibility and client technology backgrounds in mind.
  • Ensure clients understand the features and functionality of the product(s) being implemented, and collect configuration preferences
  • Work with clients to implement “out-of-the-box” software product
  • Be a subject matter expert on best practices for the public procurement industry
  • Maintain complete ownership of implementations throughout their lifecycle
  • Follow up with clients and internal teams (when applicable) to ensure tasks are being completed on schedule, and to the required specifications
  • Work independently and be creative in identifying workarounds when needed to deliver on requirements
  • Become well versed in all bids&tenders product and services
  • Become a subject matter expert on internal processes and lifecycle of a task
  • Where needed, coordinate with internal teams to identify answers to client inquiries
  • Obtain final approval from clients on completed work and if owner pay, trigger invoices from our financial system
  • Provide suggestions on new processes or process improvements and assist in future implementations
  • Be an efficient and effective communicator through all mediums
  • Work with internal team to ensure training documentation and sessions are up to date and relevant to clients through reviewing feedback.
  • As an Internal team ensuring that all internal documentation is updated as required and approved where needed.

Key performance indicators:

  • Positive feedback from clients (CSAT)
  • Positive feedback from Account Executives, Product Owner, and Support.
  • Clients move smoothly through their lifecycle – minimal delays due to missing information once a task is scheduled

Key relationships:

  • Clients
  • Account Executives
  • Product Owner
  • Marketing
  • Implementation Manager

Key knowledge areas and skills:

  • Personable, with good soft skills in communication
  • Strong creative problem-solving skills, with demonstrated ability to be resourceful in finding solutions and workarounds
  • Organized with great attention to detail and navigates constantly shifting priorities
  • Understanding of bids&tenders, and common causes of issues
  • Strong working knowledge of bids&tenders including key features, understanding of configuration options, frequent questions and answers, current bugs, and issues, what is in the pipeline, and who the internal key contacts are
  • Demonstrated strong understanding of Public Procurement, best practices for the industry and continues to stay abreast of latest programs, trade agreements, and other areas that will impact clients' decisions.
  • Prefer candidates with 3+ years of experience in Public Procurement
  • Prefer candidates with a certificate in Procurement or Diploma/Degree in Supply Chain

Learned on the job:

  • Key features
  • Configuration options
  • Common Q&A’s
  • Current bugs & issues
  • Internal key contacts for various things
  • Strong working knowledge of PnP hosting structure and common causes of issues
  • Familiar with all internal processes and lifecycle of a task

Soft skills:

  • Highly personable
  • Friendly and approachable
  • Positive energy
  • Drive to succeed
  • Courtesy / professional conduct
  • Negotiation / persuasion / facilitation / conflict resolution
  • Resilience
  • Adaptability / resourcefulness
  • Self-reliant
  • Team player
  • Always learning
  • Commitment

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal-opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.

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