Delivery Analyst, Compliance - Americas

Here’s a summary of the role:   

Diligent is seeking for a Delivery Analyst (Entities) to join our growing Professional Services team. 

We're looking for individuals who are passionate about technology and consistently exceeds client expectations, from meeting deadlines to delivering high-quality outcomes. In this role, you will be responsible for executing and delivering solutions in response to managed services requests from customers. As a subject matter expert in Diligent's solutions, you will collaborate closely with internal teams to ensure successful delivery and an exceptional client experience. 

Here’s a breakdown of what you’ll do (not all of it, just the important stuff): 

• Deliver Professional Services over the course of the entire customer journey and/or product enablement lifecycle. 
• Assist PS management, CS team, and other stakeholders (where relevant and appropriate. Example: Sales, PM, PMM or Marketing) in the different stages of the customer lifecycle. 
• Leverage product expertise to provide guidance to customers on best practices regarding solution rollout and project execution. 
• Continue to develop and maintain Domain and Product expertise to provide guidance to customers on best practices for solution rollout and project execution through continuous learning and personal development. 
• Build confidence to lead the implementation process end-to-end independently including engagement with the customer. 
• Work with clients to understand their program goals and how they collect/process data.
• Support the assessment of source data and document structures, including metadata, naming conventions, relationships, and access requirements, to help define migration scope and mapping needs.
• Prepare and cleanse data and documents for migration by assisting with deduplication, metadata normalization, validation, and identification of gaps or exceptions.
• Assist with the extraction, transformation, and loading of entity records, documents, relationships, and supporting metadata into Diligent Entities in collaboration with customer and internal teams.
• Participate in migration testing, reconciliation, cutover, and post-migration verification to confirm completeness, accuracy, usability, and appropriate access permissions. 
• Leverage Diligent methodology to configure and implement our product and enable customers to use our products. 
• Provide guidance on best practices and usage of our products to achieve best results. 
• Ensure a good customer experience during the implementation journey. 
• Ensure timely and quality delivery of the services contracted by customers. 
• Collaborate with Delivery Managers to ensure any new service requests are handled appropriately or routed request to the correct teams. 

These are the essentials you’ll need to get an interview: 

• Approximately 12+ months of relevant experience in consulting, professional services, SaaS implementation, customer success, or a related client-facing role. 
• Embody Customer First mindset in all undertakings, operating with urgency, excellence, and accountability to customer outcomes and experiences. 
• Good understanding of, or willingness to learn, GRC disciplines such as governance, risk, audit, compliance, internal controls, or information security. 
• Ability to learn Diligent products and apply product/domain knowledge to customer requirements. 
• Strong written and verbal communication skills in English, including the ability to support presentations and workshops. 
• Ability to collaborate effectively with internal teams and customers. 
• Passionate about GRC (i.e. governance, audit, compliance, internal controls, information security, etc). 

Behavioural Skills: 

• Demonstrate effective time management and organization skills and ability to multi-task in a fast-paced environment. 
• Maintains a consistently high-quality level of work ethic including attention to detail, accuracy, and following processes and procedures with stakeholders and customers. 
• Willingness to problem-solve, learn new skills, and work in a changing environment.
• Ability to effectively engage customer personnel in solution discussions to resolve issues regarding GRC requirements and goals.  

It would be great if you had these to, but we’ll support you if you don’t: 

• Experience with GRC and/or analytics tool is a plus. 
• Experience in a platform based products/solutions is an added advantage. 
• Undergraduate degree in a relevant area (e.g. Business Administration, Risk Management, Accounting and Audit, Compliance Management, Legal & Ethics, Supply Chain Management, Engineering, Information Security or MIS) is a plus.