Implementation Specialist (English/Spanish)

Description

SysAid is a leading provider of IT Service Management (ITSM) and Asset Management solutions delivered through a SaaS model. Trusted by over 5,000 organisations worldwide, we empower businesses to improve efficiency with automation, analytics, and AI. As we continue to grow, we’re looking for an Implementation Specialist to help our clients successfully adopt and maximise SysAid’s solutions, gain hands-on experience with ITIL best practices, work with global customers, and shape ITSM transformations.

We are seeking a bilingual Implementation Specialist (English/Spanish) to lead and manage end-to-end implementation of SysAid’s solutions, ensuring our SMB clients achieve measurable value from day one.

Work Location & Schedule

This role is based in our Toronto office, with on-site work Monday–Thursday. Fridays are a remote half-day, providing a balance of collaboration and flexibility.

Responsibilities

Project Leadership & Client Engagement

• Lead end-to-end implementation projects for SysAid ITSM and ESM solutions.
• Manage project plans, timelines, and deliverables, ensuring alignment with client goals.
• Act as the primary point of contact for clients, fostering strong relationships and clear communication.
• Conduct client workshops to gather business requirements, align expectations, and showcase SysAid’s capabilities.

Solution Design & Configuration

• Design and configure solutions to meet client needs, including workflows, integrations, and reporting.
• Collaborate with internal teams on customizations and system integrations.
• Test and validate configured solutions with clients to ensure quality and functionality.
• Design, build, and configure SysAid AI agents for customers (Copilot, AI Agents, Dex), from use case definition through testing and go-live.
• Write, test, and refine agent prompts and instructions so outputs are accurate, on-brand, and aligned with the customer’s processes.
• Configure the knowledge sources that agents rely on (KB articles, service catalogue, past tickets) and advise customers on content quality and gaps.

Training & Enablement

• Deliver engaging training sessions to end-users and administrators.
• Provide support during the go-live phase to ensure a smooth transition.
• Empower clients to maximise SysAid’s value by sharing best practices and adoption strategies.

Continuous Improvement

• Track progress, identify risks, and mitigate issues to ensure successful project outcomes.
• Gather client feedback to refine implementation methodologies.
• Share insights with the product team to support ongoing improvements.
• Stay up-to-date with ITSM industry trends and SysAid product updates.

Requirements

• 1–2+ years of experience in ITSM or related software implementation/consulting.
• Strong organisational and project management skills; ability to manage multiple projects simultaneously.
• Familiarity with ITSM platforms (SysAid, ServiceNow, Jira Service Management, etc.) and industry best practices.
• Experience in process design and workflow automation; exposure to APIs or system integrations is a plus.
• Hands-on experience configuring AI or automation features in an ITSM or SaaS platform.
• Working knowledge of prompt engineering: structuring instructions, providing examples, setting guardrails, and iterating based on output.
• Ability to explain AI concepts to non-technical stakeholders and run hands-on training.
• Excellent communication and presentation skills, with a client-first mindset.
• Strong problem-solving abilities and adaptability in dynamic environments.
• Bachelor’s degree in IT, Computer Science, Business Management, or related field (preferred).
• ITIL Foundation certification (preferred).
• Language skills: Fluent in English & Spanish.
• Nice to have: experience with Workato or similar iPaaS for agent actions and integrations.

If you’re passionate about driving digital transformation, eager to learn, and motivated to make an impact with clients worldwide, we’d love to have you on our team.