We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

About the team 

You'll be a key member of the Enterprise Systems team, and report to the Manager, Enterprise Systems.  We focus on understanding our business partners’ and stakeholders’ challenges and implementing innovative technology solutions to transform their capabilities. 

The Opportunity

You will be responsible for systems work related to our Customer branch of the organization, inclusive of our Professional Services, Customer Success, and Support teams. Your primary focus will be administering FinancialForce/Certinia, while also supporting other ancillary systems and Salesforce projects.

• Design and implement workflows, customizations, and automation within the FinancialForce/Certinia PSA system to optimize internal operations and enhance user experience.
• Provide technical support and troubleshooting expertise for FinancialForce/Certinia to internal teams, inclusive of system administration for users, permissions, and cadenced system maintenance.
• Stay up to date with the latest Certinia platform updates and features, recommending and implementing improvements to enhance system functionality and security.
• Identify and proactively lead risk areas and opportunities for process improvement; commit to seeing an issue through to complete resolution.
• Analyze complex business problems and drive operational effectiveness and efficiency through automation and using technology.
• Partner with business owners, stakeholders, and 3rd party application owners and consultants to scale new and current systems, processes, and procedures from conception through implementation within prescribed budget and timelines.
• Collaborate with the business and technical teams to create and document requirements, business process flow design, and recommendations on scope.
• Plan and execute all aspects of internal system-specific projects from initiation to delivery, including unit, integration, and acceptance testing to meet business requirements.
• Enhance and maintain systems by studying current practices and designing modifications and integrations with other systems.
• Deal effectively with ambiguous and unstructured problems and situations.

What we're looking for

• Proven expertise in customizing and developing FinancialForce/Certinia PSA solutions.
• Hands-on experience as a FinancialForce/Certinia Developer or Administrator, with experience in all modules within the PSA platform.
• FinancialForce/Certinia PSA System Administrator certification
• Salesforce Certified Administrator or Platform Developer
• Strong knowledge of environment management, release management, code versioning best practices, and deployment methodologies.
• Solid understanding of professional services processes, including resource management, project tracking, time tracking, and reporting.
• Ability to produce deliverables in a fast-paced environment, collaborate effectively across global teams, and juggle multiple projects simultaneously.
• Quality project management skills with a track record of successful project delivery.
• Experience with FinancialForce/Certinia integrations, REST/SOAP APIs, and data migration is a plus. 
• Residing in one of the following provinces: Ontario, Alberta, British Columbia

Perks & Benefits

• Basic Life insurance
• Mental Wellness Employee Assistance Program
• Extended healthcare, dental & vision care, and life & disability coverage
• RRSP Matching
• Flexible Time off (Full time employees)
• Remote Equipment Expense Reimbursement
• Professional Development Stipend
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Employee Referral Programme 
• Recognition of Service
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com.If you need to speak to someone please ask!

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UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.