Implementation Specialist II

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day. Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance. VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture. Overview of Role/Job Purpose: The Implementation Specialist II will lead our clients through the implementation process of our Solutions to analyze client business needs and translate them into functional and design specifications utilizing solution best practices. This customer-facing role involves managing multiple projects and relationships, supporting software development and configuration. Key responsibilities include requirements analysis, system design coordination, workshops, testing, training, and maintaining system documentation. The role also involves liaising with project managers and developers to address business and technical gaps As a specialist in digital & analytics solutions, your primary focus will be on AMI presentment, data analytics, communications, and streamlining call center operations through digitization. You will be responsible for end to end project oversight and serve as the main liaison for clients, facilitating meetings, providing regular status updates and ensuring client satisfaction through clear communication and strong guidance. A solid understanding of the end-to-end utility customer facing and meter-to-cash processes is required as well as successfully deploying highly integrated SaaS solutions. Essential Duties: • Lead and guide clients through the implementation process taking full ownership of your specialized area from a business and technical perspective. • Analyze and model business requirements to create technical requirements. • Translate client’s business needs into functional and design specifications. • Perform the required research to identify gaps between the business requirements and the current functionality. • Develop and review requirements, business processes, and recommendations related to proposed solutions as well as functional and system design specifications. • Lead team members and peers by fostering collaboration, clearly communicating ideas and perspectives to senior management, initiating and overseeing projects, managing resources effectively, resolving issues, and ensuring accountability for both personal and team performance. • Liaise between clients/users and technology architects/developers to ensure precision and clarity in the documentation of business requirements and technology solutions. • Prepare/Review System Functional Specifications and Business and Use Case documentation. • Lead High Level Design and Best Practice sessions. • Perform Use Case walkthroughs. • Develop test cases and perform testing on changes and enhancements. • Perform System, Functional and Integration Testing to ensure product quality remains at the highest level, including dealing with workload peaks without compromising quality/standards. • Investigate production issues and assist with troubleshooting, re-creating, and resolving those. • Support all phases of the Software Development Life Cycle, including requirements analysis, design, construction, testing, implementation, and monitoring. • Work with third party vendors during requirements, design and testing phases. • Escalate and communicate issues to VertexOne Management or Clients as needed. • Work cooperatively in a team environment to meet the goals of the department and of the company. • Client on-site meetings during key phases of the project (30% travel) Must have Job Skills/Qualifications: • Utility and/or utility consulting experience and knowledge of Customer Information Systems (CIS) Billing systems or Enterprise Resource Planning Systems is required. • 4+ years working experience as a Business Analyst or Implementation Specialist in the Software Development industry, creating detailed Business and Technical documents such as Business Requirements Documents, Design Documents, Functional/Technical Specifications, Interfaces, Web User Interface (UI) and Workflows, Use Cases, User Guides, Defect Analysis Reports etc. • Proficiency in SQL (SELECT Statements, Joins, Subqueries, Data filtering and sorting and Data Manipulation) is preferred • Understanding software development process and IT project management methodologies (Agile/Waterfall, Hybrid) and relational database principles, data analysis and incident management tools (e.g., Jira). • Proficient in common desktop applications (Microsoft Office, Microsoft Visio, etc.). • Experience working with AI tools for data analysis, process automation is preferred. • Demonstrated experience in business process design and requirements analysis. • Knowledge of and experience with Web APIs and Batch Processes is preferred. • Ability to promote and maintain a positive and inclusive work environment with project team members, co-workers, management, and vendors by behaving, collaborating, and communicating in a manner consistent with professional standards. • Skills to identify, communicate, and resolve issues effectively. • Strong ability to analyze issues and solve problems effectively. • Ability to quickly grasp new concepts and manage change through innovation and flexibility. • Ability to meet deadlines, manage multiple projects, and prioritize tasks efficiently. • Excellent at multi-tasking while maintaining high standards and productivity. • Ability to create and maintain project plans, timelines and milestones • Excellent at conflict resolution and handling challenging stakeholder interactions • Ability to work well under pressure. • Highly self-motivated and proactive. Additional Personal Attributes: • Customer-centric mindset • Project coordination and time management • Technical aptitude and attention to detail • Cross-functional collaboration • Continuous improvement and adaptability • Initiative and Ownership • Excellent communication skills What VertexOne has to offer: • Comprehensive medical, dental, vision, disability, life insurance • Health Savings Account (HSA), Flexible Spending Account (FSAs) • 401K match • Flexible PTO • Employee recognition platform with monetary rewards • 100% Remote work environment • Initial work from home stipend • Leadership/Coaching training programs • Free access to Bizlibrary for unlimited professional development • Employee Assistance Program (EAP) with counseling sessions available 24/7 • Health and wellbeing programs • Paid parental leave • Employee bonus referral program • Employee Discount Program About VertexOne: VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit . Equal Opportunity Employer: VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.