Implementation Consultant

Description

The Implementation Consultant is responsible for delivering high-quality knowledge transfer services to clients, enabling them to use Tyler software products efficiently and effectively in their daily operations.  The knowledge transfer services can be on-site or via webinar.  The incumbent consults and partners with clients to gain a comprehensive understanding of workflows, business/technical requirements, and needs to ensure that knowledge transfer addresses the 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 new relationship between the client site and Tyler Technologies.  

Responsibilities

• Provide professional services such as consultation, software readiness, and education to clients on Tyler software products.
• Design and conduct knowledge transfer sessions on-site or through remote Teams sessions. 
• Educate users on software functionality as well as on data entry, system administration, user security, and user permissions.
• Perform consultation/analysis of the client's business model to identify and document the client's requirements regarding Tyler products and functionality. 
• May recommend options for new approaches in client work processes as appropriate to ensure an efficient software solution for the client’s needs.
• May identify and document business/technical requirement specifications for specific software design/development, forms, reports, interfaces, processes, configuration, and other relevant changes.
• 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. Play an active role in troubleshooting client issues or work with the Support or Development departments to resolve them.
• 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 the 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". 
• Act as a liaison between the client and the company’s technical staff, including conveying technical information so that non-technical individuals can understand.
• May participate in the annual User Conference.  Facilitate user group discussion on assigned module/topic.
• May travel extensively to client sites. 
• Perform other duties as assigned. 

Scope and Impact (Accountability)

The Implementation Consultant position is a revenue-generating position.  The position is important for successful software implementation in alignment with the client’s workflow, systems, processes, and other related needs.  Incumbents in this position are accountable for identifying and resolving issues of varying complexity, partnering with senior staff to resolve issues, and capturing the client’s specific software/business specifications, configuration, and other needs.  The quality of the implementation can directly affect the volume of work and the project’s profitability. He or she adheres to project assignments but must use independent judgment and available resources to successfully transition the client to Tyler software.

Complexity

The Implementation Consultant must be able to:

• Expeditiously learn, understand, demonstrate, and educate clients on Tyler software applications by following the implementation methodology approach.
• Demonstrate the ability to understand business processes and apply them to the product.
• Demonstrate excellent people skills and the ability to build client relationships.
• 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.
• Instill client confidence in the use of Tyler applications by providing effective one-on-one or group education.
• Exercise good judgment, discretion, and tact while working with clients.
• Maintain the ability to perform the functions of the application on different data platforms. 
• Manage multiple tasks and deadlines simultaneously across multiple projects.
• Be prepared to participate, recommend, and assist other team members.
• Complete tasks with minimal to general direction.
• Demonstrate proficient knowledge of implementation processes, problem management tools, and procedures.
• Demonstrate excellent partnering, communicating, and negotiating skills to gather client requirements and communicate effectively with the Project Managers, Development, DBA’s and Support staff.
• Maintain composure under pressure and accurately evaluate 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.

Education, Experience, and Special Skills

• Bachelor’s degree or comparable work experience.
• Typically, a minimum of one year of experience as an Associate Implementation Consultant or equivalent industry experience. 
• Strong knowledge of principles and concepts in the discipline on which the knowledge transfer will be based is desired.
• Exceptional presentation and knowledge transfer skills.
• Experience in courts and justice-related fields is a significant plus.
• Excellent interpersonal and communication skills.
• Familiarity and ease with computer systems and Microsoft Office products.
• Strong problem-solving and analytical skills.
• Ability to travel extensively.
• Valid driver’s license.