Subject Matter Expert

Skills this role screens for

About the role

Sutherland Global Services is seeking a Subject Matter Expert with 5+ years of experience in implementing translation and localization platforms for enterprise clients. As a Subject Matter Expert, you'll be the implementation specialist who lands the platform inside the client's organization, supporting the rollout, user onboarding, training, and adoption work that turns a deployed system into an operational service. You'll run the discovery sessions that capture how the client's translation operations actually work today, map their existing content, glossaries, and Translation Memory assets onto the platform, train each user role on the workflow they handle, and stay close to users through ongoing support to drive adoption, resolve operational questions, and feed real usage patterns back into the team.

The work

Responsibilities

• Run discovery and requirements workshops with client stakeholders to capture the as-is translation operation and define the to-be workflow on the platform.
• Configure the platform for the client's operating model, including service tiers, glossaries, Translation Memory imports, language pairs, user roles, and approval routing.
• Migrate the client's existing translation assets including glossaries, Translation Memory, style guides, and reference content into the platform.
• Deliver role-based user training for Requesters, Reviewers, Approvers, and Administrators, including live sessions, recorded walkthroughs, and quick-reference materials.
• Author end-user documentation and operating procedures for each platform role, including screenshots and walkthroughs captured from the running portal.
• Drive user adoption through hands-on enablement, office-hours sessions, and follow-up with users who have stalled in the workflow.
• Serve as the primary point of contact for client business users during ongoing support, handling functional questions, change requests, and operational escalations.
• Translate user feedback and operational patterns into clear, actionable requirements for developers, QA, and ML engineers.
• Validate that new releases match the client's operating expectations through user acceptance testing alongside client stakeholders.
• Coordinate change management activities including release communications, training refreshers, and adoption metrics reporting.
• Collaborate with cross-functional teams to translate business requirements into clear, implementable specifications.

Who they want

Qualifications

All your information will be kept confidential according to EEO guidelines.

• Bachelor's or Master's degree in Business Administration, Information Technology, Mass Communication, or a related field. MBA with a Project Management specialization, or PMP / PRINCE2 certification, is a strong plus.
• 5+ years of experience implementing translation, localization, or content workflow platforms for enterprise clients, with direct responsibility for rollout, training, and adoption.
• Hands-on experience configuring and operating Translation Management Systems, CAT tools, or equivalent localization platforms.
• Working knowledge of Translation Memory concepts, glossary management, fuzzy matching, and post-editing workflows.
• Familiarity with industry-standard localization formats including TMX, SDLTM, XLIFF, CSV, and Excel for asset migration.
• Familiarity with industry standards including ISO 17100 and ISO 18587 as they apply to client operations.
• Experience designing and delivering end-user training for non-technical business users.
• Experience writing user-facing documentation, operating procedures, and quick-reference materials.
• Strong stakeholder management skills with the ability to navigate client organizations and build trust with business users.
• Strong written and verbal communication for training delivery, user-facing documentation, and client working sessions.
• Strong organizational and follow-through skills with a track record of driving adoption through to steady-state usage.
• Experience with regulated-industry document workflows, change management certifications, or prior implementation work on healthcare or banking content programs would be advantageous.