Confidential Hiring for Client Manager at Remote Full Time

KNOWiNK is seeking a Client Manager in support of ongoing product development and customer delivery activities of election management products and services – this role entails:

• Leading efforts to conduct business/functional gap analyses to align customer needs to the standard capabilities of KNOWiNK’s core platform – clearly identify and establish agreement if gaps not supported by standard functionality of the core platform will be addressed.

• Leading onboarding of new customers by supporting initial technical / systems analysis to identify source systems and data necessary to enable standard functionality of the KNOWiNK core platform to function.

• Performing necessary and expected duties of business and technical analysis functioning within an IT domain and with IT project teams – the technical business analyst will establish clarity for customer needs and then document customer needs within user stories with precise acceptance criteria for the development team.

• Supporting onboarding of new team members (internal) and ongoing development team activities to minimize reliance on “tribal knowledge” and replace it with relevant documentation and training materials.

Responsibilities:

• Analysis: Have prerequisite knowledge of local/state/federal election activities or be able to quickly learn the specifics of election activities inclusive of policy, procedural and technical factors, on the job from other subject matter experts at KNOWiNK.
• Analysis: Determine operational objectives and acceptance criteria for software development and customer delivery by reviewing business functions; reviewing legislation/policy, reviewing requests for proposals and/or statements of work, conducting gap analysis activities, engaging in ad-hoc information gathering, facilitating customer discovery sessions, and evaluating output requirements or formats.
• Documentation: Simplify and document requirements, using appropriate level of detail and aligning with software development teams on an appropriate in-take format – eg: user story and acceptance criteria form.
• Documentation: Create workflows and diagrams needed to document and illustrate how the requirements align with the solution – diagrams types will include: process workflows, application storyboards, systems diagrams, systems interface diagrams, and data exchange diagrams.
• Documentation: Create User Guides, manuals, training content, and other materials necessary for both external customers and internal uses.
• Validation: Work with Project Team and key stakeholders to validate that the requirements are within the scope of the project – identify and/or support escalations to stakeholders and/or executive team members to sustain alignment on the documented and agreed scope of work or support necessary activities to propose and document a change order for additional and/or changed scope.
• Translation: Translate business/functional requirements to technical in-take using a taxonomy of user stories – eg: epics, stories, tasks – the specific taxonomy is to be determined by collaborating with the development team and product stakeholders.
• Facilitation: Run internal Scrum meetings/ceremonies (Standups, Sprint Planning, Refinement, Retro, Demos)
• Facilitation: Liaison between development / engineering team and PM to help identify and resolve any issues/blockers
• Facilitation: Bridge the technology team and the customer to clarify requirements, get questions answered and ensure both sides are aligned
• Facilitation: Communicate and reinforce clarity for key decisions and outcomes from collaboration sessions
• Collaboration: Work with Project Managers to plan and deliver projects
• Collaboration: Interface with client (PMs and other necessary roles) during recurring weekly meetings
• Collaboration: Communicate with clients to help prioritize requirements as it relates to scope and time
• Collaboration: Support resolution of blockers if the nature of the blocker is within the scope of activities that can be supported by the technical business analyst role

Skills:

• Process Improvement: Expertise in analyzing, recommending, and facilitating improvements to IT work processes, such as SDLC and CI/CD (DevOps)
• Business Analysis: Requirements gathering and best practices for business, functional and technical requirements
• Communication Skills: Expertise in written communication skills and best practices for documentation
• Communication Skills: Ability to work directly, in person and virtually, with all key stakeholders
• Communication Skills: Able to share and receive feedback
• Communication Skills: Able to learn on the job, inclusive of business/domain and technical concepts
• Facilitation skills in an Agile process environment
• Technical: Familiarity with learning management systems
• Technical: Familiarity with software architecture
• Technical: Working knowledge of Azure DevOps
• Technical: Familiarity with cloud platforms
• Technical: Familiarity with .NET
• Domain: Familiarity with local/state/federal election activities inclusive of policy, procedural and technical factors

Experience:

• 5+ years working with software development teams / processes
• 2+ years software Business Analysis experience – desired
• Product development experience – desired
• Transforming to agile software development – desired

Job Type: Full-time

Pay: $70,000.00 – $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Willingness to travel:

• 50% (Preferred)

Work Location: Remote