Senior Implementation Consultant

Description

The Senior Implementation Consultant is a highly experienced member of the implementation team who has multiple years of full-cycle implementation experience in the industry. The incumbent handles the most technical and/or complex implementation projects and/or designated project tasks. This position acts in a mentorship capacity to less experienced and/or new staff.

Responsibilities:

• Provide professional services such as consultation, software readiness, and education at a high level to clients on Tyler software products for the most technical and/or complex
• projects.
• Consult as a substantial knowledge resource on software products/solutions and demonstrates relevant industry/product knowledge to present software features, components, capabilities, and functionality to offer new and creative solutions to meet client needs.
• Identify, define, analyze and document client business/workflow processes, data, and other systems for the most technical and/or complex projects.
• Define complex software requirements; perform proficient gap analysis; compare client requirements to software capabilities; identify and document any software, system and/or database issues/constraints and recommend existing and new changes/options to appropriate parties to meet client needs.
• Identify and consult with clients on recommended changes in client work processes as appropriate to ensure efficient software solution for the client’s needs.
• May identify and document complex business/technical requirements/specifications for specific software design/development, forms, reports, interfaces, process, configuration and other relevant changes.
• Act as a significant knowledge resource in consulting with the client, the Project Manager, management, technical staff and other relevant parties; communicate complex technical and business information, requirements and issues; drive timelines and research new solutions as appropriate to resolve issues.
• Partner closely with software development and management to collaborate on ideas, changes, resolutions, software improvements, etc. as needed.
• Anticipate issues, determine root cause, proactively research and apply knowledge to resolve new issues and/or the most technical and/or complex issues.
• Contribute significantly to process improvement initiatives. Present new ideas to management on implementation approach and product improvements. Contribute to the implementation of these recommendations as needed.
• Mentor less experienced implementation team members.
• May assist sales as needed with pre-contract analysis or implementation knowledge as needed.
• May consult with users to identify the proper data mapping process for the product conversion. Provide instructions to clients on proofing and analyzing data conversions from existing software to Tyler applications.
• May create custom reports or customize existing reports to satisfy client requirements.
• Keep up to date on administrative tasks such as documenting client issues, communicating agendas, submitting trip reports, timesheets and weekly expense reports, and updating systems-related client activity.
• May assist QA staff with product testing or modification testing as required.
• 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" and "how tos".
• May participate in the annual User Conference. Facilitate user group discussion on assigned module/topic for the most technical and/or complex functionality.
• Occasional travel to client sites.
• Perform other duties as assigned.

The Senior Implementation Consultant must be able to:

• Demonstrate an advance knowledge and understanding of Tyler’s software solutions and provide a high level of education to clients.
• Demonstrate the ability to analyze and understand business processes and apply these to develop new and creative solutions to meet client needs.
• Demonstrate a high degree of skill to be an effective mentor to less experienced staff.
• Ability to work on complex projects.
• Demonstrate excellent people skills and ability to build client relationships.
• Demonstrate advanced knowledge of the implementation process, problem management tools and procedures.
• Complete challenging tasks independently/interdependently.
• Demonstrate advanced partnering, communicating, and negotiating skills in order to gather client requirements, and communicate effectively with the Project Managers, Development, DBA’s and Support staff.
• Persuade clients to adopt Tyler approaches to fulfill functional requirements.
• Maintain composure under pressure and accurately access and resolve problem situations.
• Work effectively in a fast paced, team based, customer service oriented environment.
• Recognize and react appropriately to the complexity and criticality of incidents related to the implementation business function.
• Maintain a courteous, professional, and confident demeanor throughout the implementation process.
• Work with a diverse group of people, and adapt to and work in a dynamic environment.
• Exercise good judgment, discretion, and tact while working with clients.
• Manage multiple tasks and deadlines simultaneously.

Qualifications:

• Bachelor’s degree, or comparable work experience.
• Typically a minimum of two-three years’ experience as Implementation Consultant or equivalent industry experience.
• Excellent initiative, interpersonal, collaboration and relationship building and customer service experience involving developing professional, trusting and in-depth relationships with internal and external clients (including Software Development/IT teams, Project Managers, management, clients, etc.).
• Expert knowledge and experience identifying, defining, analyzing and documenting client work processes, data and systems.
• Proven success record of negotiating and influencing clients to meet their need by proposing viable solutions to complex issues.
• Excellent attention to detail involving defining complex client software requirements (technical and non-technical), client processes, etc.
• Excellent organizational skills with a proven track record of prioritizing and executing on multiple priorities successfully.
• Excellent research, analytical and critical thinking skills and experience in the technical environment involving performing proficient data/gap analysis with outstanding problem solving experience and anticipating and resolving root issues of new and the most complex problems.
• Excellent written and verbal communication skills including conveying, documenting, preparing, presenting, and educating new ideas to various audiences (including management) on both technical and non-technical information.
• Knowledge and application of relational database design and data base structures (i.e. fields, tables, views, database objects, etc.) involving data flow, mapping, conversion scripts, etc. helpful.
• Knowledge and experience creating and executing on software test plans and reports helpful.
• Strong Microsoft Office skills (including but not limited to Visio and related tools).
• Knowledge and application of software development tools helpful.
• Proven track record of successfully mentoring less experienced team members.
• Ability to identify and contribute to process improvement initiatives.
• Knowledge of principles and concepts in the discipline for which the knowledge transfer will be based is desired.
• Exceptional presentation and knowledge transfer skills.
• Ability to travel extensively.
• Valid driver’s license.