FISPAN

General

• Draft, edit, and maintain Product Guides and “How-To” articles for embedded banking tools
• Support development of training materials, including slide decks, videos, product tours, and interactive modules
• Assist in managing enablement project lifecycles and synchronize documentation with product releases
• Organize and optimize the internal LMS or documentation knowledge base
• Collaborate with Product teams to translate technical features into user enablement materials
• Gather feedback on training materials and documentation to identify improvements and clarifications
• Support partners, clients, internal teams, and bank partners in understanding FISPAN’s platform

Product Enablement Specialist – Co-op

Support Engineer

• Demonstrate strong understanding of FISPAN software and products to troubleshoot complex client technical issues
• Support team members with questions and issues raised during team discussions
• Ensure client SLAs are met or exceeded
• Provide quality and expedient responses to clients by phone or tickets
• Troubleshoot technical support topics involving ERP and platform issues with clients and partners
• Own and resolve Tier 1 tickets, including triage, scope and severity assessment, and communicating workaround or prevention measures
• Perform in-depth technical analysis and investigative troubleshooting using Honeycomb and Datadog
• Oversee portal administration across Sage Intacct, NetSuite, BC356, and Workday
• Resolve intricate ERP integration system errors
• Identify emerging incidents and escalate through appropriate channels
• Deliver knowledge-base sessions to Tier 1 team members using real case examples
• Collaborate with Product, SET, and Tier 2 teams to identify emerging issues and develop scalable solutions
• Improve processes through feedback and observational insights to drive operational efficiency
• Architect, test, and deploy automation workflows using Gemini integrations, n8n, and Jira

Technical Support Representative

Financial Planning and Analysis

• Build and maintain financial forecast models in Sigma Computing
• Maintain the revenue forecast model and update assumptions with the Go-to-Market and Sales team
• Coordinate monthly reviews with budget owners
• Update expense, hiring and headcount forecasts
• Explain actual-to-budget and actual-to-forecast variances
• Document assumption changes and follow up on approvals
• Preserve approved budgets and forecast version history
• Maintain the KPI workbook, executive and departmental reports, and projected year-end metrics
• Support board data requests and IRAP reporting inputs
• Reconcile forecast outputs across FP&A software and spreadsheets
• Improve spreadsheet controls
• Develop practical ways to automate recurring forecast updates
• Report to the Senior Financial Analyst
• Collaborate with Go-to-Market, the People Team and other departments

FP&A Analyst

Project Manager

• Assess business and implementation risks with internal and external customer teams
• Guide technical integration processes and assist with technical problem solving
• Manage internal resources to resolve customer issues
• Coordinate project timelines, tasks, and development efforts with engineering and customer teams
• Manage implementation projects and keep customers on plan and schedule
• Identify and mitigate risks, unknowns, and implementation hindrances
• Develop repeatable and scalable processes to improve project quality and delivery
• Manage multiple concurrent projects of differing sizes and complexity
• Build partnerships with cross-functional leads
• Act as the primary contact for planning and implementations through client engagement
• Report on implementation timelines, tasks, deliverables, and status
• Implement bank onboardings
• Lead post-contract overview sessions and communication workflow mapping
• Coordinate customer support processes and creation of training materials and articles
• Contribute lessons learned to the internal knowledge base
• Maintain current product and feature knowledge
• Track progress against milestones, budgets, and performance indicators
• Prepare internal and external project reports
• Update project timelines and highlight slipping items
• Monitor project tasks and hours to maximize monthly revenue
• Maintain alignment with Finance and Accounting on revenue recognition best practices
• Share product feedback with Product and Engineering teams
• Gather, document, and verify customer solution requirements