Implementation Specialist II

Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions. Alkami’s Mobile App Platform has been certified by J.D. Power for providing clients with “An Outstanding Mobile Banking Platform Experience.”

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 19.5M users.

As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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Implementation Specialist II is a talented professional passionate about delighting customers and learning financial software products. This position reports to the Manager of Delivery Excellence under Alkami’s Customer Experience Group division and works closely with a cross-functional team of Alkamists and directly with customers.
Implementation Specialist II is responsible for collecting customer configuration settings, configuring products, testing the customers’ configuration, and guiding customers through their UAT experience. In addition, this role helps establish project schedules, coordinate Jira and Workfront tickets, generate reports, and, in general, help deliver products for our customers.
Successful candidates must have a driving sense of urgency, strong communication skills, a desire to learn and be successful in a collaborative environment.

Key Responsibilities & Duties:

• Manage configuration and issue tickets, coordinating with customers, third-party vendors, and internal groups to maintain timelines.

• Assist Technical Consultants with requirements-gathering efforts.

• Work with customers to gather configuration data from third-party vendors. 

• Participate in customer and third-party vendor meetings.

• Perform software configuration and customizations to ensure the customer’s testing environment is configured and ready for testing, training, and launch.

• Perform functional and integration testing.

• Track and report project configuration and testing progress, escalating when needed.

• Research and resolve configuration and usability questions from end users.

• Become a subject matter expert for at least three Alkami products and vendor integrations.

• Maintain product knowledge as new enhancements and functionality are released in the application.

• Foster an environment that maintains good ticket performance and customer satisfaction.

• Work with team members on internal initiatives to improve team performance, foster team growth, and assist with meeting department and company goals.

• Capture needed documentation changes and provide feedback to the document owner.

• Communicate configuration and testing feedback to upstream teams to improve the product and implementation process.

• Other duties as assigned.

Qualifications:

• 3+ years experience implementing cloud-based systems, working closely with technical teams, product owners, and project management teams.

• 2-5 years experience interfacing with external clients, including written, telephonic, and face-to-face interactions.

• 2+ years experience writing test cases and assisting clients with best practices for software testing.

• Ability to triage/troubleshoot software configurations.

• Excellent verbal and written communication skills and problem-solving abilities.  This position requires extensive interaction on video calls, Slack, and email with our external customers, third-party vendors, and other Alkami employees.  

• A general knowledge of software delivery processes and a deep desire to learn and progress into more complex roles.

• Experience using Google or Microsoft Office productivity software, including Outlook, Excel, Word, PowerPoint, or equivalent tools.

• Excellent organizational and time management skills.

• Able to travel within the US as required by the business (approximately 10%).

• Careful attention to detail in all aspects of the job.

Desired Skills:

• Experience working with Atlassian tools, Jira, Confluence, and AIO Tests. Atlassian is integral to our processes and is used extensively within Alkami.

• Experience with Team City would be advantageous.

• Previous work experience within the banking or finance industries related to mobile banking applications is a plus.

• A general knowledge of Internet routing and related protocols.

The salary range for this position is: $75,332 - $112,997Cool Things to Know

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

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J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.