Implementation Specialist, Provisioning

Global Relay•Vancouver, BC

9d•Onsite

About The Position

For over 25 years, Global Relay has been a leader in enterprise information archiving, offering cloud archiving, surveillance, eDiscovery, and analytics solutions. They securely capture and preserve communications data for highly regulated firms, ensuring compliance and providing greater visibility and control. Global Relay is described as a career-building company that fosters big ideas, new challenges, and groundbreaking innovation, where employees can make a significant impact. The company is committed to diversity, inclusion, and a barrier-free work environment that encourages collaboration. The Provisioning team is responsible for the technical onboarding of Global Relay's services after sales and before support, collaborating closely with customer IT teams and keeping client business users informed. Implementation Specialists serve as trusted client advisors, ensuring solutions meet specific customer requirements and services are set up smoothly and correctly. This team operates 24x7 to support global customers. The primary function of these specialists is to provide prompt and expert implementation for Global Relay's advanced services. They build strong relationships with client implementation teams, perform well under pressure, maintain a positive attitude, and meet project deadlines efficiently. They manage customer expectations, communicate internally to keep tasks on schedule, suggest ways to mitigate risks, and prioritize customer care. Implementation Specialists are highly organized, managing multiple clients concurrently, and possess excellent interpersonal, communication, analytical, and problem-solving skills with meticulous attention to detail. Intermediate specialists can work independently or as part of a team with minimal supervision, thriving in a fast-paced, multi-tasking environment with diverse responsibilities. They exercise good judgment to proactively solve problems and make decisions independently, while keeping management informed of any at-risk items.

Requirements

1 to 3 Years in SaaS implementations or equivalent experience is ideal.
General understanding of domains, networking principles, message flow, email protocols, and DNS.
A proven history of previous successes in a setting where minimal direction was provided.
Proficiency with MS Windows-based PCs and command line interface.
Demonstrate knowledge and experience in project planning and project management techniques and tools.

Nice To Haves

Technical Customer Service or customer service call center experience is an asset.
Familiarity with Salesforce and Confluence WIKI is a plus including the use of trouble-ticket and support information systems.
Knowledge of Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is an asset.
Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO) experience is an asset.
Cisco IronPort experience, particularly around disclaimer engines and egress filtering, is an asset.
MCSE, MCITP, CCNA and other industry certifications are desirable.

Responsibilities

Responsible for Global Relay product suite implementations including third party, converter based services, and social media archiving.
Setup, and aid in the adoption of, Global Relay Message.
Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner; obtain clarification from technical staff on outstanding tickets.
Assist Business Development on pre-sales solution configurations and proof of concept/trial implementations.
Complete implementations for clients with up to 500 users; exceptions may occur, based on complexity.
Validate data and message flow meets compliance requirements.
Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.
Perform peer reviews of new service implementations.
Work with partners, clients, and external hosting providers to establish archiving through IMAP and SMTP connectivity to Global Relay.
Work with clients’ in-house non-Exchange mail servers to setup connectivity and archiving to Global Relay.
Establish connectivity to, and appropriate archiving from small mixed, migrating, and/or clustered email server environment.
Setup archiving for services requiring Global Relay software deployed in customer environments.
Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for non-enterprise customers.
Manage Multi-tenant setups with a variety of technical and non-technical contacts.
Lead customers’ custom message archiving ingestion for message providers not working with the Product Team.
Perform duties of Junior staff as business needs require it.
Assist Junior team members with any questions they may have.
Ad hoc tasks and responsibilities as the business requires.