Implementation Consultant

Description

The Implementation Consultant is responsible for delivering high quality knowledge transfer services to clients, allowing them to use Tyler software products efficiently and effectively to achieve daily operations. The incumbent consults and partners with clients to gain a comprehensive understanding of workflow, business/technical requirements and needs to ensure that the knowledge transfer addresses client’s needs. The Consultant ensures that the transition to Tyler software is completed according to predetermined timelines and establishes a positive baseline for the client relationship.

As a member of the Payment Enablement team, you will play a pivotal role in managing the configuration and implementation of payment systems within the Tyler Payments ecosystem. This includes, and is not limited to, handling new service setups, enhanced functionality configuration, ensuring readiness for release to the customer, supporting company-wide payments migrations and implementation of financial institution system integrations. You will collaborate closely with product and development teams, as well as finance and customer service teams, to deliver a white-glove onboarding experience.

Responsibilities

• Provide professional services such as consultation, software readiness, and education to clients on Tyler software products. Education and demonstrations will also occur during the sales process.
• Design and conduct knowledge transfer sessions through webinars.
• Educate users on software functionality as well as on data entry, system administration, user security, and user permissions.
• Perform consultation/analysis of client business model to identify and document client requirements regarding Tyler’s payment products and functionality.
• May recommend options for new approaches in client work processes as appropriate to ensure efficient software solution for the client’s needs.
• May identify and document business/technical requirement specifications for specific software design/development, forms, reports, interfaces, process, configuration and other relevant changes.
• May consult with users to identify the proper data mapping process for the product implementation.
• Play an active role in troubleshooting client issues or work with the Support or Development departments to resolve.
• Notify management and appropriate organization/department of issues or unplanned events that could impact the effectiveness/schedule/budget of the implementation.
• Create both client-facing and internal documentation such as "quick tips".
• Act as liaison between the client and company’s technical staff including conveying technical information so that non-technical individuals can understand.
• Document collection: Document system configuration requirements and internal communication within the Client Record Management systems.
• System Configuration: Review and validation of Tyler Payment systems in all environments to meet contractual needs.
• Testing and Validation: Perform and/or coordinate required end-to-end testing prior to go live and validate systems for accuracy of processing.
• Collaborate and Knowledge Expansion: Collaborate with divisional teams and internal technical teams to serve as an expert in configuration of the payment systems to ensure a timely and successful service launch.
• Company-wide Migrations: Support divisions in company-wide system migrations from implementation of new functionality to large scale processor migrations.
• Issue resolution & support: Address and resolve any implementation and testing errors. Provide white-glove support to external and internal partners and peers with clear communication regarding details and outcomes.
• Collaboration: Actively participate in team and company Teams chat and meetings. Attend team meetings where team members identify areas of improvement, account issues, trends, etc. and provide examples for solutions. Communicate honestly and respectfully with peers, partners, vendors, and across the Tyler organization - always keeping One Tyler top of mind.
• Expeditiously learn, understand, demonstrate, and educate clients on Tyler software applications by following the implementation methodology approach.
• Demonstrate ability to understand business processes and apply these to the product.
• Maintain the ability to perform the functions of the application on different data platforms.
• Manage multiple tasks and deadlines simultaneously.
• Instill client confidence in the use of Tyler applications by providing effective one-on-one or group education.
• Demonstrate proficient knowledge of implementation processes, problem management tools and procedures.
• Demonstrate excellent partnering, communicating, and negotiating skills in order to gather client requirements and communicate effectively with the Project Managers, Development, DBA’s and Support staff.

Qualifications

• Bachelor’s degree, or comparable work experience.
• 3-5 years relevant experience in product, implementation, customer service, financial operations, or payment processing is highly valued.
• Demonstrated ability to solve problems effectively, with sharp attention to detail.
• Exceptional presentation and knowledge transfer skills.
• Exceptional interpersonal and communication skills, both written and verbal.
• Proven capability to thrive in fast-paced environments while managing multiple priorities.
• Fundamental understanding of financial transactions and payment systems.
• Familiarity and ease with computer systems and Microsoft Office products.