Implementation Services Specialist

Description

The Implementation Services Specialist will identify, design, and drive system implementations for both new and current clients. This includes documenting business requirements, creating and executing test plans, and ensuring that the client has everything needed to be successful from the start.  

You’ll love this position if you’re…

• An advocate - you will communicate with our clients, providing responsive and considerate support for their needs
• A coach – you will train and educate clients to provide consultation and guidance as needed
• A subject matter expert – you will be trained on the details of our systems so you’re able to effectively relay solutions to our clients
• A collaborator – you will partner with the decision makers from our employer clients and work with internal stakeholders to implement the solution that meets their needs
• Detail-oriented – you will ensure that the client has everything needed before, during, and post implementation, with acute attention to documentation, timelines, processes, training, and follow-through.

Regular Responsibilities Include

• Identify, design, and drive system implementations for both new and current clients on-time and within budget.
• Oversee cross-organizational coordination, communication, and technical documentation.
• Identify, gather, and document business requirements, stories, use cases, process maps, etc.
• Create and make presentations to clients
• Create and execute test plans for assigned project implementations.
• Learn the business needs of the client to serve as a liaison, providing exceptional customer service and handling all client implementation needs.
• Provide operational expertise, share industry and organizational best practices, and troubleshoot complex situations.
• Possess leadership competencies inclusive of decision-making, analytics, organization, initiative, engagement, research acumen, and successful project delivery.
• Understand stakeholder perspective and prioritize, abstract, and present information customized for the given audience.
• Document flow charts, business diagrams, implementation processes, and desktop procedures.
• Train clients and internal stakeholders as needed on systems and system enhancements.
• Transition clients seamlessly to account management team post-implementation.
• Serve as subject matter expert on business rules and logic maintaining a historical perspective on change and implications.
• Act as a liaison between the client, internal stakeholders, and vendor(s) to resolve issues timely.
• Utilize strong interpersonal skills to build positive, productive, and effective professional working relationships with internal teams and external partners.
• Apply independent thinking, creative resolutions, and on-the-spot decisions to assure client satisfaction and ease of doing business.
• Continually improve efficiency, increase growth in new groups, and reduce expenses.
• This position supports company initiatives and performs other duties as assigned.

 Preferred Qualifications

• 5-10 years of implementation experience with proven track record of excellent client service.
• Bachelor’s Degree required.

Additional Information

• Work during irregular hours may occur during projects or planned implementations
• Limited travel may be required as needed

Job Specific Skills

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking: Talking to others to convey information effectively.
• Reading Comprehension: Understanding context, written sentences and paragraphs in work related documents.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Time Management: Managing one's own time and the time of others.
• Monitoring: Monitoring/assessing performance of oneself, other individuals, and/or the organization to make improvements or take corrective action when needed
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension: The ability to listen and understand information and ideas presented through spoken words and sentences.
• Speech Recognition: The ability to identify and understand the speech of another person.
• Speech Clarity: The ability to speak clearly so others can understand what is being said.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong.
• Written Comprehension: The ability to read and understand information and ideas presented in writing.
• Written Communication: Communicating with others in written form to convey information effectively

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