Technical Implementation Analyst

6 months ago

Toronto, Canada KEV Group Full time

**About KEV**

KEV Group is an enterprise SaaS company providing online payment and accounting software to simplify student activity fund management in schools. KEV’s easy
- to-use web-based software automates the collection, disbursement and management of student funds, thereby reducing the time it takes to receive and account for all school activity fees and increasing the time teachers can spend on education. The company is based in Toronto, with offices in the US. KEV is a portfolio company of Serent Capital, a leading middle market private equity firm focused on high growth technology businesses.

**Why Join KEV?**
- Work in an industry that benefits children, parents and schools
- Do meaningful and purpose-driven work, and make a real impact
- Join a quickly growing organization with real opportunity for learning and growth
- Passionate and accessible leadership team that cares about people, personally and professionally
- Hybrid work environment, 3 days in office and 2 days WFH.

**What You’ll Do**:
**General**
- Manage multiple technical projects at various stages of delivery
- Work with director and manager-level client counterparts to consult, set expectations and deliver in a professional and effective manner
- Configure KEV Group software to align with client requirements. This includes basic and advanced configuration, integrations, data formatting and more
- Navigate and utilize the backend database to assist with resolving potential errors or concerns
- Troubleshoot and resolve software user, configuration and data integration issues, and escalate to the appropriate team
- Communicate bugs and enhancement requests with the Product and Development teams
- Document inquiries, participate and advise on new product releases. Responsible for liaising with cross functional team on how to configure new features and updating technical documentation
- With the other members of the Client Success team, assist in the development of
methodologies, processes and tools that will improve the team’s ability to deliver
- Create knowledgebase articles and provide internal training sessions
- Facilitate with pre-sales scoping as required

**Implementation**
- Coordinate software delivery, preparation, installation, configuration and system validation
- Collaborate with the Professional Services team on the delivery of services related to software implementations to adhere to project plans and timelines
- Update project management tools used to track project activities
- Diagnose authentication and user profile issues that relate to Active Directory/LDAP, Single Sign-On and Federated Authentication.
- Troubleshoot and resolve software user, configuration and data integration issues, and escalate to the appropriate team

**Required Experience**:

- Experience working in the SaaS space, with awareness of finance, bookkeeping and accounting best practices, and/or payment processing is a HUGE plus
- 1-3 years of technical software deployment experience, SQL writing, with awareness of the role Professional Services plays in a Customer Success model
- Proven oral and written communication, presentation and interpersonal skills, with a track record of exemplary customer outcomes
- Creative thinking with an eye to the near and medium term
- Conversant in various tools for project and task management, MS Project, MS Excel, MS OneNote and MS PPT experience is required, Jira and Salesforce experiences are a definite asset

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

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