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Salary: CAD 56,000 - 70,000 / annual
Diligent is seeking a Delivery Analyst to join the Professional Services team in Vancouver. This role focuses on executing and delivering solutions in response to managed services requests from customers, with a primary focus on the Diligent Entities product.
You will be responsible for delivering professional services across the entire customer journey and product enablement lifecycle. Key responsibilities include:
- Executing end-to-end implementation processes independently, including direct customer engagement
- Collaborating with customers to understand program goals and how they collect and process data
- Assessing source data and document structures, including metadata, naming conventions, relationships, and access requirements to define migration scope and mapping needs
- Preparing and cleansing data and documents for migration through deduplication, metadata normalization, validation, and gap identification
- Assisting with extraction, transformation, and loading of entity records, documents, relationships, and metadata into Diligent Entities
- Participating in migration testing, reconciliation, cutover, and post-migration verification to ensure completeness, accuracy, usability, and appropriate access permissions
- Configuring and implementing Diligent products using established methodology and enabling customers to maximize product value
- Providing guidance on best practices and product usage to achieve optimal results
- Ensuring timely, quality delivery of contracted services and excellent customer experience
- Collaborating with Delivery Managers to handle new service requests appropriately and route requests to correct teams
- Supporting PS management, customer success teams, and other stakeholders across the customer lifecycle
You will serve as a subject matter expert in Diligent's solutions, developing and maintaining domain and product expertise through continuous learning. The role requires strong collaboration with internal teams and customers, with emphasis on meeting deadlines and delivering high-quality outcomes.
The position follows a hybrid work model with an expectation to work onsite at least 50% of the time at the Vancouver office.
REQUIREMENTS:
- Approximately 12+ months of relevant experience in consulting, professional services, SaaS implementation, customer success, or a related client-facing role
- Customer-first mindset with focus on urgency, excellence, and accountability to customer outcomes and experiences
- Good understanding of, or willingness to learn, GRC disciplines such as governance, risk, audit, compliance, internal controls, or information security
- Ability to learn Diligent products and apply product/domain knowledge to customer requirements
- Strong written and verbal communication skills in English, including ability to support presentations and workshops
- Ability to collaborate effectively with internal teams and customers
- Passion for GRC (governance, audit, compliance, internal controls, information security, etc.)
- Effective time management and organization skills with ability to multi-task in fast-paced environment
- High-quality work ethic including attention to detail, accuracy, and adherence to processes and procedures
- Willingness to problem-solve, learn new skills, and work in changing environment
- Ability to effectively engage customer personnel in solution discussions to resolve GRC requirements and goals
NICE-TO-HAVE:
- Experience with GRC and/or analytics tools
- Experience with platform-based products/solutions
- Undergraduate degree in relevant area (Business Administration, Risk Management, Accounting and Audit, Compliance Management, Legal & Ethics, Supply Chain Management, Engineering, Information Security, or MIS)
