Actionstep

Service Delivery Analyst

Actionstep

full-time

Posted on:

Location Type: Hybrid

Location: Milton • Australia

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Guide customers through the implementation process, including discovery, system setup, configuration, workflow and template installation or changes, and training.
  • Execute implementation and professional services as scoped for customers, ensuring delivery meets quality standards and customer needs.
  • Ensure accuracy and consistency of deliverables through testing and validation.
  • Support escalations for customers or partners to ensure successful outcomes.
  • Deliver or contribute to customer training as part of implementation or ongoing services.
  • Provide post-go-live support to help stabilize customer experience and adoption.
  • Support onboarding and training of new partners to ensure consistent delivery standards.
  • Ensure smooth transition of customers from implementation to ongoing support or customer success, including clear handoff documentation and knowledge transfer.
  • Collaborate with Project Managers, Solution Architects, and other Services team members to ensure smooth execution of engagements.
  • Contribute to continuous improvement by providing feedback to enhance delivery frameworks, templates, and best practices.
  • Provide level-of-effort (LOE) estimates and input to support accurate scoping and contract execution.

Requirements

  • Experience in software implementation, configuration, or professional services delivery is an advantage.
  • Strong technical aptitude with the ability to quickly learn SaaS products and apply them to customer requirements.
  • Excellent communication, facilitation, and problem-solving skills.
  • Detail-oriented with strong focus on quality and accuracy.
  • Ability to work effectively with internal teams, customers, and partners.
  • Organizational skills with the ability to manage multiple engagements concurrently.
  • Background in the legal industry preferred.
  • Tertiary qualification in Information Technology, Business, Law, Information Systems, or a related discipline.
  • Experience or training in business process improvement or systems design.
  • Certifications in relevant SaaS platforms, systems implementation, or technical tools
Benefits
  • Hybrid Work Flexibility: Enjoy a blend of in-office and remote work to suit your lifestyle.
  • Modern Offices: Work in a central location with great coffee and even better company.
  • Inclusive, Supportive Culture: Work with a genuinely friendly team that values collaboration and authenticity.
  • Relaxed Dress Code: Be yourself and dress comfortably, while respecting the nature of our workplace and your teammates.
  • Birthday Leave: Celebrate your big day with a day off, just for you.
  • Unlimited Leave: Take the time you need to recharge, without the stress of counting days. We trust our team to balance flexibility with responsibility.
  • Regular Team Events: From lunches to trivia competitions, we like to keep things social.
  • Professional Development: Access to training, mentoring and internal growth opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
software implementationconfigurationprofessional services deliverySaaS productsbusiness process improvementsystems design
Soft Skills
communicationfacilitationproblem-solvingdetail-orientedorganizational skills
Certifications
SaaS platform certificationssystems implementation certificationstechnical tools certifications