Consultant, Innovation Technologies

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Administer, configure, maintain, and offer support for the OnBoard Express customer onboarding platform.

• Collaborate with Sales, Operations, Customer Onboarding, and various cross-functional stakeholders to identify and execute enhancements.

• Oversee onboarding playbooks, workflows, business rules, and process documentation.

• Lead weekly and monthly governance meetings that address priorities, enhancement requests, project status, issue resolution, and operational performance.

• Monitor onboarding initiatives and projects, pinpoint risks, delays, and bottlenecks, and facilitate resolution and communication.

• Manage user access, security roles, permissions, and accounts for both internal and external platform users.

• Act as the primary contact for system support, troubleshooting, and issue resolution.

• Provide Tier 1 support for the legacy CRM platform, covering account setup, access management, common issue resolution, and support for shared or group mailboxes.

• Foster relationships with business partners to ensure alignment of onboarding systems and processes with operational objectives and customer expectations.

• Engage in initiatives related to onboarding data, system integrations, process automation, data governance, and enterprise transformation.

• Assist in testing, validation, deployment, and change management for enhancements, upgrades, and new functionalities.

• Create and maintain system documentation, training materials, and operating procedures.

• Assess platform usage, process effectiveness, and onboarding performance metrics to uncover operational improvements.

⛳️ Requirements

• A minimum of 4 years of relevant experience is preferred.

• A Bachelor’s degree in a related field is preferred, or equivalent work experience.

• Proven experience in administering, configuring, maintaining, and supporting the OnBoard Express platform.

• Experience managing onboarding playbooks, workflows, business rules, and process documentation is required.

• Background in administering user access, security roles, permissions, and account management.

• Experience in providing system-related support, troubleshooting, and issue resolution.

• Proven track record of providing Tier 1 support for a legacy Customer Relationship Management (CRM) platform.

• Familiarity with testing, validation, deployment, and change management activities.

• Experience in creating system documentation, training materials, and operating procedures.

• Ability to analyze platform usage, process effectiveness, and onboarding performance metrics.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability coverage.

• Work-life resources.

• Paid parental leave.

• Healthy lifestyle programs.