Implementation Support Specialist

Summary

ACES Quality Management is on a mission to enable organizations to improve quality, reduce risk, strengthen compliance, and operate with confidence by delivering advanced technology. Through our leading quality management platform, we empower clients to elevate performance and stay ahead of risk. What sets us apart is our people - an engaged, high-performing, remote team that shows up for our customers and each other every day.

The Implementation Support Specialist tests and validates new and updated platform logic, working in close collaboration with the Compliance Business Analyst to confirm that reporting and compliance logic performs as intended before release. This role requires strong analytical ability, comfort working independently, and a solid understanding of how logic and data structures function. The Implementation Support Specialist plays a key quality assurance role within the implementation process, catching issues early and ensuring a smooth, accurate rollout for clients.

Essential Functions / Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Conducts quality assurance and inline testing of new and updated platform logic, reporting functionality, and data sets
• Partners closely with the Compliance Business Analyst to understand the intent of new or updated logic and design appropriate test scenarios
• Identifies, documents, and tracks defects or discrepancies, working with internal teams to resolve them prior to release
• Validates that logic and data outputs align with underlying business and regulatory requirements
• Executes structured test plans and ad hoc testing to confirm functionality across a range of scenarios and edge cases
• Works independently to prioritize and manage testing workload against implementation timelines
• Documents test results, defects, and resolutions clearly for internal reference
• Supports the broader implementation and client success teams during rollout of new or updated functionality
• Performs specialized training with clients as part of the onboarding process
• Participates in professional services engagements to build out client custom policies
• Contributes to internal knowledge base articles and best-practice documentation related to testing and quality assurance

Qualifications & Competencies

• Strong analytical skills with high attention to detail
• Ability to work effectively and independently with minimal oversight
• Solid understanding of how logic, data structures, and rule sets function
• Background in quality assurance (QA) and inline/manual testing practices
• Ability to identify, document, and communicate defects clearly to technical and non-technical stakeholders
• Clear and professional written and verbal communication skills
• Strong organizational and time management skills; able to manage multiple test cycles effectively
• Familiarity with ticketing systems
• Working knowledge of the ACES platform preferred

Required Education and Experience

• Bachelor’s degree from an accredited university or college preferred, or equivalent work experience
• 1–3 years of experience in quality assurance, testing, implementation support, or a related technical support role
• Demonstrated experience with inline/manual testing and validating data- or logic-driven outputs
• Foundational understanding of mortgage servicing, loan origination, or core banking systems preferred
• Experience supporting SaaS-based applications or cloud-hosted platforms preferred

Travel Required

0%–5% travel. Potential travel includes MBA or other industry conferences and ACES Quality Management sponsored events such as ACES Engage.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for all employees.