Digital Implementation Specialist II

Accountabilities:

Software Implementation and Configuration: Execute high-volume, complex software setups based on individual production requirements, ensuring configurations are accurate, complete, and aligned with established standards.
Request and Ticket Management: Manage incoming setup requests and written support tickets, prioritizing competing assignments while maintaining high levels of accuracy, productivity, and timely completion.
Workflow and Process Compliance: Follow established procedures, project checklists, and Asana workflows to ensure consistent execution, reliable documentation, and adherence to implementation standards.
Issue Resolution and Escalation: Investigate configuration challenges, identify appropriate solutions, and escalate technical issues to the relevant team members when additional expertise or development support is required.
Ticketing System Administration: Use Intercom to organize, track, prioritize, and resolve setup requests efficiently, maintaining clear records throughout the implementation process.
Development Feedback and Bug Reporting: Document software defects, configuration limitations, and user-reported issues, submitting development requests to support troubleshooting and continuous platform improvement.
Quality Assurance and Internal Audits: Partner with the Digital Project Manager to conduct internal audits, review project checklists, identify configuration inconsistencies, and maintain quality across the platform.
Team Training and Knowledge Sharing: Train and support new Implementation Specialists, share configuration best practices, and help colleagues develop the technical expertise required to complete setups independently.
User Communication Support: Assist with planning and coordinating user communications when needed, ensuring technical information is clear, accurate, and appropriately documented.
Technical Account Management Support: Occasionally provide technical input to support Technical Account Management activities, particularly when validating setup accuracy, while primary client-facing communication remains with account managers.
Continuous Improvement: Identify opportunities to streamline setup processes, improve documentation, and increase implementation efficiency without compromising accuracy or quality.
Technical Expertise Development: Build and maintain an in-depth understanding of the platform's settings, customization options, configuration dependencies, and functionality to support increasingly complex implementation needs.
Requirements:
Education: Bachelor's degree required.
Complex Software Experience: At least 3 years of experience working with configurable software platforms, such as enterprise resource planning (ERP), payroll, accounting, project management, or production management systems.
Implementation Experience: At least 1 year of experience in software implementation, project onboarding, or a related technical setup function.
Configuration Expertise: Demonstrated ability to navigate and configure complex, multi-layered software systems. Experience with highly customizable platforms is particularly valuable.
High-Volume Work Management: Ability to manage multiple concurrent requests, work under pressure, prioritize competing deadlines, and maintain consistent productivity without sacrificing accuracy.
Attention to Detail: Exceptional precision and a systematic approach to completing configuration tasks, validating information, following procedures, and identifying discrepancies.
Accountability and Self-Management: Strong organizational skills, personal accountability, and the ability to monitor your own work, identify mistakes, and make corrections independently.
Problem-Solving Skills: A proactive, solutions-oriented mindset, with the ability to investigate underlying issues rather than simply complete assigned tasks.
Written Communication: Strong written communication skills, including the ability to document technical configurations, explain issues clearly, and manage support tickets with concise, accurate information.
Collaboration and Teamwork: Ability to work effectively with implementation colleagues, project managers, developers, and other internal stakeholders while sharing knowledge and escalating issues appropriately.
Training and Knowledge Transfer: Willingness and ability to support onboarding, explain technical workflows, and help teammates develop their configuration skills.
Preferred Industry Knowledge: Familiarity with entertainment production workflows, production accounting, payroll processes, or basic accounting principles is an advantage.
Technical Curiosity: Genuine interest in becoming a subject matter expert in a sophisticated software platform, learning its full range of settings and capabilities, and continuously expanding technical knowledge.
Remote Work Readiness: Ability to work independently in a remote environment while maintaining clear communication, consistent performance, and reliable coordination with a distributed team.
Location and Availability: Must be based in the United States and located in the Pacific Time Zone. Occasional work beyond standard daily hours may be required.
Benefits:
Competitive compensation: Annual salary range of $65,000–$72,000, depending on experience and qualifications.
Retirement benefits: 401(k) plan with employer matching.
Mental health and employee support: Access to an Employee Assistance Program and mental health resources.
Additional insurance: Accident insurance coverage.
Wellness perks: Access to wellness discounts and benefits through the Holisticly platform.
Remote work flexibility: Full-time remote work with the tools and support needed to remain connected and productive.
Compensation reviews: Opportunities for regular compensation reviews and salary increases.
Meaningful industry impact: Contribute to digital solutions that improve entertainment production payroll, accounting, and business operations.
Collaborative culture: Work in a team environment that values quality, urgency, innovation, service, open communication, and collaboration.
Professional development: Build specialized expertise in complex software configuration, implementation processes, and technical problem-solving.