Implementation Analyst

SDL provides cloud-based software solutions to local governments, aiming to make our communities better places to live and work. As a mission-driven company, SDL is committed to creating impactful technology that serves the public good. 

We are looking for team members who take pride in their work and seek to consistently improve themselves, their skills, and their knowledge. If this sounds like you–and the type of work environment where you’d thrive–we hope you’ll join us!

We offer flexible remote work options and are primarily based in the US East Coast time zone. You do not have to relocate to join SDL!

• Competitive salary.
• Unlimited PTO.
• Flexible working hours and remote work options.
• Comprehensive health, dental, and vision insurance.
• Professional development opportunities and learning budget.
• Home office and IT budget.
• Supportive team environment.
• The chance to work on innovative projects with cutting-edge technologies.

The Implementation Analyst, part of the SDL Professional Services team, is responsible for leading end-to-end deployments of our SaaS applications across all areas of municipal government. Guiding customers through configuration, setup, data migration, and training to ensure successful adoption. Acting as both a project lead and product expert, you’ll collaborate closely with clients to understand their business requirements and translate them into effective, scalable system solutions.

You will play a key role in ensuring each customer realizes measurable value from our platform while providing a seamless, high-quality onboarding experience. 

• Lead the full implementation lifecycle for new customers, from kickoff through go-live
• Conduct discovery sessions with clients to gather business requirements, workflows, and success metrics
• Configure and customize the SaaS platform to meet client-specific use cases while adhering to best practices
• Execute data imports, system integrations, and testing to ensure functionality and quality assurance prior to go-live
• Monitor project health and timelines, proactively managing scope, risks, and dependencies
• Support customers throughout implementation, managing timelines, deliverables, and communication to ensure project success
• Provide customer training sessions to ensure user adoption and proficiency across departments
• Document configuration details, process decisions, and knowledge articles to maintain implementation consistency and scalability
• Collaborate cross-functionally with Product, Support, and Customer Success to ensure seamless transitions post-launch
• Identify opportunities for process improvement, recommending best practices to optimize future deployments

Required & Preferred Qualifications:

• Bachelor’s degree or equivalent experience preferred
• 3+ years of Professional Services Implementation experience with Enterprise SaaS products required
• Strong understanding of SaaS platforms, cloud environments, and data management principles required
• Experience working directly with clients and managing concurrent implementation projects required
• Proficiency with tools such as Wrike, Hubspot, Salesforce, Jira or other implementation-related platforms required
• Excellent problem-solving, analytical, and communication skills required
• Excellent organizational, time-management, and prioritization skills required
• Ability to translate technical concepts into clear business explanations required
• Ability to learn new technologies and concepts quickly required
• Project management or change management experience (PMP, CSM, etc.) preferred 
• Strong track record of delivering implementations on-time with high post CSAT scores and user adoption rates required

• Lead mission-critical cloud infrastructure initiatives across two major cloud platforms.
• Collaborate with a high-performing engineering team to drive DevOps excellence.
• Competitive salary, comprehensive benefits, and opportunities for career growth.
• Play a key role in shaping a modern, scalable, and secure technology platform.

Practicals:

• Team: Professional Services 
• Location: Anywhere in the USA
• Start date: Immediate
• Starting Salary: $70,000-$90,000 plus bonus
• Status: Full Time/Exempt
• Please note: SDL is unable to sponsor or take over sponsorship of an employment visa at this time. 

If you are passionate about technology and eager to work on a dynamic team, we would love to hear from you. Please submit your resume and cover letter today! 

1. Screening call with a recruiter
2. Hiring Manager Interview
3. Technical/Team Interview
4. VP of CX Interview
5. Final Interview with SDL CEO
6. Reference Checks

SDL is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. It's important to us that our workforce reflects people of all backgrounds, identities, and experiences and by providing this data, if you choose to, it will help us to stay accountable. 

Join us in creating amazing technology solutions that make a difference. Apply today!