Implementation Consultant - Incident Reporting (Canada)

Job Title: Implementation Consultant - Incident Reporting (Canada)

Location: Remote - Canada ONLY
Country: Canada
Department: Professional Services
Position Type: Full-Time
Salary: CAD 110,000

Job Summary:

The Implementation Consultant - Incident Reporting (Canada) configures, optimizes, and launches First Due’s Incident Reporting module for Canadian Fire and EMS agencies across the Canada Practice’s Essentials, Core, and Enterprise tiers. This role pairs with Canadian Implementation Managers to deliver incident-reporting implementations that meet provincial reporting requirements and First Due delivery standards. It is accountable for configuration quality, customer training delivery, and module-level outcomes for assigned Canadian customers. The Canada Practice operates as a distinct practice — not a geographic sub-team of the US org — with its own playbook and provincial compliance obligations. The consultant works closely with First Due’s broader Incident Reporting function to keep product expertise consistent across the platform.

Key Responsibilities:

Implementation delivery

• Configure and optimize the First Due Incident Reporting module for Canadian customers, taking each from kickoff through go-live efficiently and to standard.
• Partner with Canadian Implementation Managers to deliver projects across agencies of varying size and complexity, from volunteer departments to metro and provincial customers.
• Translate customer reporting requirements into the most efficient configuration path to the desired end state, balancing best practice against provincial constraints.
• Deliver customer training and enablement on incident-reporting workflows, ensuring operational readiness and reporting accuracy at handoff.
• Maintain time entry and project status in Rocketlane to the Canada Practice’s standards, including weekly time-tracking compliance.

Provincial compliance and domain expertise

• Maintain working knowledge of Canadian provincial fire incident reporting standards and requirements across provinces.
• Configure Incident Reporting to the applicable provincial reporting requirements for assigned accounts.
• Support customers through provincial reporting submission, validation, and data-quality expectations.
• Surface compliance-driven product gaps to the Manager, Implementation (Canada) and the broader Incident Reporting function, with documented detail.

Product expertise and feedback

• Maintain a full understanding of Incident Reporting functionality, configuration options, current and upcoming sprint features, and the product roadmap.
• Document product gaps arising during Canadian implementations and partner with Product to ideate solutions, with priority on compliance-driven gaps.
• Provide standards guidance to both customers and First Due’s Product organization on Canadian incident-reporting requirements.
• Develop awareness of competitor incident-reporting capabilities in the Canadian market.

Cross-functional partnership

• Coordinate daily with Canadian Implementation Managers and peer Canada Practice consultants on shared projects.
• Partner with First Due’s broader Incident Reporting function to keep configuration patterns and product expertise consistent across the platform.
• Partner with Technical Services when data migration is in scope for a Canadian account (Canadian data work staffed with Canada-resident resources only).
• Participate in regional and national user group meetings, virtually and in person.

Qualifications:

• Three or more years of customer-facing implementation, professional services, or product specialist experience in a SaaS environment (Level II: five or more, including ownership of complex incident-reporting configurations).
• Experience in public safety software or operations, preferably Canadian Fire or EMS.
• Working knowledge of the Canadian Fire/EMS market and provincial incident reporting and compliance standards.
• Ability to take a customer request, determine the desired end state, and provide a straightforward path to the most efficient solution.
• Strong analytical and critical-thinking skills.
• Excellent written and verbal communication skills.
• Exceptional project management skills across multiple concurrent customer engagements.
• Patient, responsive, supportive, and respectful; adept at presenting, absorbing feedback, and working through obstacles.
• Eligible to work in Canada and a current Canada resident (data sovereignty requirement).
• Experience with Rocketlane or comparable implementation tooling.

Preferred Qualifications:

• Direct experience as a firefighter, fire officer, or records/reporting officer in a Canadian agency.
• Familiarity with provincial fire incident reporting systems and requirements.
• Bilingual English/French (asset; required for Quebec-region accounts).
• Working knowledge of Salesforce.