This is an onsite position in Calgary, Alberta The Software Support & Implementation Analyst is responsible for supporting customers throughout onboarding, software implementation, training and ongoing use of ROOK Connect Software.

This role serves as an key connection between customers and the technical team. The Software Support & Implementation Analyst will gather information, analyze reported concerns, configure approved software functionality, manage support tickets, document requirements and help ensure customers receive clear, dependable and professional support.

The successful candidate must be able to understand customer operations, translate business requirements into clear system needs and determine whether a request involves configuration, training, a software issue, an integration concern or recent development.

This role requires strong communication, organization, analytical thinking and technical problem solving. The individual must take ownership of assigned work, maintain complete documentation and ensure customers remain informed throughout the support and implementation process.

Responsibilities

Customer Support and Ticket Management

- Receive, review and respond to assigned customer support tickets.
- Confirm that each ticket contains sufficient information to begin investigation.
- Communicate with the customer when additional details, examples or access are required.
- Categorize each request as a software issue, configuration request, training concern, data issue, integration issue, access concern or potential development requirement.
- Establish the impact, urgency and number of affected users.
- Reproduce reported issues whenever possible.
- Review relevant screenshots, recordings, system behaviour, permissions, configuration and available logs.
- Maintain complete ticket notes throughout the investigation.
- Document what was reviewed, what was found, what actions were taken and what remains outstanding.
- Provide customers with accurate progress updates.
- Escalate tickets with all required technical information, rather than forwarding incomplete requests.
- Confirm that completed work has been tested before communicating resolution.
- Obtain customer confirmation where required before closing a ticket.
- Identify recurring tickets that may require training, documentation, configuration changes or software improvements.
- Follow established response, escalation and communication standards.

Customer Onboarding and Implementation

- Support the Software Solutions Developer & Systems Analyst throughout customer onboarding and implementation.
- Help customers understand the onboarding process, upcoming requirements and their responsibilities.
- Gather required customer information, process documentation, forms, user lists, permissions, data and system access.
- Maintain onboarding checklists, implementation records and outstanding action items.
- Configure approved software settings, workflows, templates, forms and user access.
- Track customer decisions, approvals, dependencies and outstanding requirements.
- Assist with customer demonstrations, implementation reviews and approval meetings.
- Ensure implementation work reflects the approved scope and documented customer expectations.
- Identify scope changes before completing work outside the approved requirement.
- Support launch preparation and transition into ongoing customer support.
- Confirm that implementation documentation is complete before the project is considered operational.

Systems Analysis and Requirements Documentation




- Review customer operations, processes and software requirements.
- Ask detailed questions to understand the business problem, desired outcome and affected users.
- Identify gaps, inefficiencies, conflicting requirements and missing information.
- Translate customer requests into clear technical and functional requirements.
- Prepare use cases, workflow descriptions, business rules and acceptance criteria.
- Identify required users, roles, permissions, data, reports, notifications and integrations.
- Review how a proposed change may affect other workflows, customers or software functions.
- Ensure development tickets contain enough detail for planning, execution and testing.

Software Configuration

- Complete approved software configurations within the individual’s assigned authority.
- Configure user profiles, roles, permissions and access.
- Configure forms, fields, workflows, statuses, templates and notifications.
- Support dashboards, reports, filters and saved views.
- Maintain consistency between the approved requirements and the completed configuration.
- Test configuration changes before releasing them for customer review.
- Document all material settings and configuration decisions.
- Avoid making unauthorized production changes.
- Follow approved change management, backup and recovery procedures.
- Escalate requirements that create security, privacy, performance or data integrity concerns.

Quality Assurance and Validation

- Complete a functional review of configured software before submitting it for formal QA.
- Test workflows from the perspective of each affected user role.
- Validate permissions, forms, notifications, calculations, reports and connected processes.
- Record testing steps, expected results, actual results and supporting evidence.
- Identify whether a failure is caused by configuration, development, data, permissions or user behaviour.
- Prepare complete defect tickets when development support is required.
- Retest approved corrections before communicating completion.
- Confirm that changes have not negatively affected related functionality.

Customer Training and Software Adoption
- Develop training materials, instructions, process guides and reference documents.
- Conduct live or virtual training sessions when assigned.
- Document questions, concerns and new requirements raised during training.
- Distinguish between training questions and requests for new functionality.
- Identify adoption concerns and recommend additional training or process improvements.

Customer Communication and Expectation Management
- Communicate with customers professionally, respectfully and consistently.
- Explain technical findings in clear language.
- Confirm the customer’s request and desired outcome before beginning material work.
- Set accurate expectations regarding next steps, required information and internal review.
- Avoid committing to unapproved functionality, costs or delivery dates.
- Communicate roadblocks and delays as soon as they are identified.
- Ensure customer questions receive a response or a documented plan for follow-up.
- Maintain clear records of customer meetings, decisions and approvals.




- Identify when customer expectations do not align with the approved scope or available functionality.
- Escalate sensitive concerns to the appropriate lead.
- Protect the relationship by ensuring communications are factual, constructive and solution focused.

Implementation Status and Reporting

- Maintain accurate implementation plans, ticket statuses and action lists.
- Track completed work, upcoming requirements, customer responsibilities and internal dependencies.
- Identify implementation risks before they affect delivery.
- Document roadblocks, accountable owners and required next actions.
- Ensure reported progress reflects completed and verified work.
- Support the preparation of customer implementation reports.
- Maintain visibility into outstanding approvals, decisions, data and access requirements.
- Confirm that no important requirement exists only in an email, meeting or individual’s memory.
- Help ensure any authorized team member can review the documentation and understand the current project status.

Incident and Escalation Support

- Assist with the review of urgent production concerns, outages and data issues.
- Gather the information required to understand the impact and affected functionality.
- Escalate security, privacy, data integrity and production availability concerns immediately.
- Provide customers with approved and factual status updates.
- Document timelines, findings, actions and customer communications.
- Identify whether additional monitoring, training, controls or development work is required.
- Confirm that resolved incidents have been tested and properly documented.

Documentation and Knowledge Management

- Maintain complete notes for every assigned ticket and implementation activity.
- Document customer requirements, configurations, workflows and approvals.
- Update internal knowledge articles and troubleshooting guides.
- Create reusable instructions for recurring support requests.
- Maintain current onboarding, implementation and training materials.
- Record system access, dependencies and third party requirements in approved locations.
- Ensure another qualified team member can understand and continue the work.
- Maintain document version control.

Process Improvement and Team Collaboration
- Work closely with the Software Solutions Developer & Systems Analyst to improve onboarding and implementation standards.
- Collaborate with Development, QA, Project Management and Customer Support teams.
- Identify recurring customer challenges and recommend long term solutions.
- Review support trends to identify training, configuration and product improvement opportunities.
- Participate in Sprint planning, reviews and customer preparation when assigned.
- Help reduce repeated work through better documentation, automation and standardized configurations.
- Participate in ongoing software, process and technical training.

Qualifications

- Experience in software support, implementation, systems analysis or a related customer technology role.
- Experience managing customer support tickets and technical investigations.
- Experience configuring software settings, workflows, permissions, forms or reports.
- Strong analytical and problem solving abilities.
- Strong written and verbal communication skills.
- Excellent organization and documentation skills.
- Ability to manage multiple priorities and customer requirements.
- Ability to explain technical information to nontechnical users.
- Ability to remain professional during urgent, complex or sensitive customer situations.

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