Implemenation Analyst at SDL in Remote (United States); Canada

Job description

• Complex and meaningful challenges, helping local governments successfully adopt technology that makes their communities healthier and safer.
• Direct, visible impact on customer success. You'll be a key part of turning a signed contract into a government agency that's up and running on Hedgerow.
• A lot of freedom to organize your work and life. We focus on impact and results, not complicated bureaucracy and unnecessarily rigid standards.
• Competitive salary, unlimited PTO, and a set of benefits.
• A supportive work environment where you can grow and challenge yourself to do your best work.

Responsibilities

• Support the Project Manager in executing the implementation process for new Hedgerow customers, from kickoff through go-live.
• Analyze and understand each customer's business processes and apply best practices to guide how those processes translate into Hedgerow.
• Become a product expert to configure the platform to match each agency's specific workflows, data, and compliance requirements.
• Strong understanding of SaaS platforms, cloud environments, and data management principles required.
• Proficiency with tools such as Wrike, HubSpot, Salesforce, Jira, or other implementation-related platforms required..
• Create custom reports using Hedgerow's report writing tool, which often involves complex SQL stored procedures.
• Train customer teams (inspectors, administrators, and staff) on how to use Hedgerow.
• Identify and troubleshoot technical or process issues that arise during setup, escalating to the Project Manager as needed.
• Use AI tools to accelerate documentation, data mapping, and configuration work, and help identify where AI can improve implementation speed and quality.
• Document implementation processes and contribute to internal playbooks to improve future onboarding.

Requirements

• 5+ years of experience in implementation or onboarding of SaaS solutions.
• Ability to manage multiple customer implementations simultaneously.
• Comfort working with data, including understanding data structures, interpreting datasets, and validating accuracy across systems.
• Working knowledge of SQL (queries and report writing across relational databases).
• Comfort using AI tools (such as Claude or similar) to speed up data analyses, documentation, and configuration work.
• Excellent communication skills, both verbal and written, with the ability to translate technical concepts for non-technical government staff.
• Proficiency with tools like HubSpot, or similar CRM/project management platforms.
• A problem-solving mindset and comfort navigating ambiguity.
• Experience in Gov-Tech SaaS, public health, environmental health, or a related sector.
• Experience implementing SaaS solutions for local governments or public health/environmental agencies.
• Hands-on experience using AI tools to improve workflow efficiency (e.g., data transformation scripts, documentation generation, process automation).
• Self-motivated, detail-oriented, and driven to see a project through to a successful launch.

Skills

Required

• Comfort working with data

Benefits

• Competitive salary.
• Unlimited PTO for United States, Accrued PTO for Canada.
• Remote Workforce
• Comprehensive health, dental, and vision insurance for the United States.
• 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.