About the role

Service Delivery Analyst working with law firms to implement Actionstep’s cloud-based Legal Practice Management software. Collaborate with customers and internal teams for successful project delivery.

Responsibilities

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.

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

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.