Implementation Consultant

Position Description

Job Title:

Implementation Consultant

Date:

July 2024

Department/Group:

Professional Services or Implementation

Grade:

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Reports To:

Implementation Manager

Exemption Status:

Exempt

Position Summary

The Implementation Consultant is a highly visible, client facing position that is tremendously influential to the success of our clients. Consultants will advise and guide our customers through the software implementation life cycle, assisting them through their transition from their old solution to their new Tyler products. Our consultants are excited to deliver high-quality, product-oriented software solutions that meet the business needs of our customers. The Consultant partners with clients to gain a comprehensive understanding of workflow, business and / or technical requirements to ensure that the Tyler software solution is in scope, is consistent with the intended use and design of the product, meets the customer’s needs, and adheres to contractual requirements.

Successful Consultants aim for excellence in their delivery and interactions with their peers and clients.  Consultants are encouraged to strive for excellence by adhering to implementation methods and best practices, keeping an attention to detail, following through on delivery commitments, modeling accountability, and communicating transparently.

As an Implementation Consultant, you will be encouraged to learn, to grow, to innovate, to bring your experience, and perspective as we seek to find new ways to solve (or prevent!) old problems. As a valued team member, you will be a part of our supportive, engaging, interactive community of consultants who are kind, eager to help, and passionate about the work they do.

Principal Duties

• Represents Tyler’s Mission, Vision, and Values to the customer and Tyler teammates through their daily interactions.
• Provides an exceptional client experience through high-quality software implementation and consulting services.
• Provides professional services such as product demonstrations, process and product consultation, guidance and recommendations on software or process solutions, software readiness, solution validation, and education to clients on Tyler software products.
• Educate users on in-scope 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 products and functionality.
• Provides recommendations and 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.
• Consults with and guides users through the proper data mapping process to facilitate the conversion of the client’s legacy data.
• Helps provide or confirm logic or business rules to the Conversion team for unique data conversion scenarios.
• Support data conversion review processes, assisting clients with quantitative and qualitative evaluation of the converted data, as well as reviewing and reporting issues reported by clients, and liaising with the conversion team and clients to resolve the issues.
• Takes an active role in troubleshooting client issues during the implementation and may work with other Tyler departments to resolve.
• Keep up to date on administrative and internal project tasks such as documenting client issues, communicating agendas, scheduling and facilitating implementation checkpoints, timesheets and weekly expense reports, and updating systems-related client activity.
• May assist with product testing or modification testing as required.
• Notify management and appropriate organization/department of potential risks, issues or unplanned events that could impact the effectiveness/schedule/budget of the implementation. Assist in developing mitigation strategies to minimize impact on the project.
• Create both client-facing and internal documentation, including business process guides, implementation method or approach documents, and simpler training guides or “how to” documents.
• Act as liaison between the client and company’s technical staff including conveying technical information so that non-technical individuals can understand.
• Act as a liaison to Tyler’s Product team, providing feedback, analysis, input, and testing on upcoming or existing products or features.
• Partners with other Tyler team members for knowledge sharing, innovation and process improvement, and participation in department initiatives.
• Thoroughly understand and adhere to the Statement of Work (SOW) to ensure all implementation deliverables are met with the defined scope and timeline.
• Help develop tailored training program to ensure clients are proficient in using Tyler software solutions. May also be required to train end users.
• Extensive travels to client sites.
• Perform other duties as assigned.

Complexity

The Implementation Consultant must be able to:

• Demonstrate ability to understand business processes and apply these to the product.
• Demonstrate excellent people skills and 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.
• Manage multiple tasks and deadlines simultaneously, and proactively communicate when deadlines may not be met. Understand how to prioritize tasks based on the project’s critical path.
• Be prepared to participate with, make implementation related recommendations to, and generally 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, members of the Product and Development teams, Conversion engineers, and Client Success and Support staff.
• Maintain composure under pressure and accurately assess 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.
• Continuously seek opportunities to improve implementation processes and methodologies to enhance overall efficiency and client satisfaction.

Education, Experience and Special Skills

• Bachelor’s degree, or comparable work experience.
• Three years of direct, hands-on experience implementing enterprise software applications.
• Demonstrated familiarity with cloud-hosted / SaaS applications.
• A minimum of one year experience as an Associate Implementation Consultant or equivalent industry experience.
• Demonstrated experience with business process analysis, design, and implementation.
• Able to create a compelling vision by describing and / or demonstrating what is possible.
• Ability to effectively simplify and communicate complex terms, processes, workflows, or business scenarios for client and Tyler team members.
• Ability to translate spoken words, concepts, and ideas into conceptual diagrams and, ultimately, software solutions.
• Must thrive in a creative, team-oriented work environment; must also be highly effective working independently.
• Must be able work independently, with limited guidance or oversight; must also ask for help or assistance or guidance when necessary.
• Experience working with local government software is preferred.
• Exceptional presentation and knowledge transfer skills.
• Excellent interpersonal and communication skills.
• Familiarity and ease with computer systems and Microsoft Office products.
• Experience working in teams with diverse levels of technical skills.
• Talented negotiator, tactful persuader.
• Strong critical thinking, problem solving and analytical skills.
• Ability to travel extensively (up to 50%)
  • This is an estimated average over the life of a typical project; Many project activities during the implementation can be completed remotely or with limited on-site travel, whereas certain project activities, such as supporting a go-live, may require 90% travel but only for a short duration of time.).
• Valid driver’s license.