Implementation Consultant II (Australia Remote)

Description

The company builds technology that helps protect people, property and places, supporting safer communities, schools, hospitals and businesses.

This role sits in Professional Services. The goal is to keep customers satisfied with their implementation, help them get the most from the product and its ongoing services, and keep them subscribed to the software and those services.

You would work through implementations with 3-4 customers at a time, gathering requirements, designing solutions and configuring them.

Implementation consultants help clients with system setup, configuration, integration, data migration and training, following the company's implementation process.

Responsibilities

• Gather requirements on your own using walkthroughs, document review, workshops and business analysis, for customers and prospects.
• Run requirements workshops for mid-sized to large stakeholder groups.
• Take customers through the product to record the customizations they need.
• Where it suits the customer, recommend best-practice template work packages.
• Design how the system will be configured to meet functional needs.
• Produce change registers and custom solution design documents.
• Write configuration tasks and assign them to Configuration Analysts.
• Configure every component so you can build complete sites from start to finish.
• Write full test plans, including test cases and scripts, and run functional testing.
• Help customers work through defect remediation.
• Give full product demonstrations covering the whole system to large audiences.
• Deliver standard or tailored product training.
• Advise customers on configuration design and run configuration reviews with them.
• Write customer-facing user guides and training materials.
• Follow the company's project methodology and direct Configuration Analysts on project tasks.
• Build and maintain deep knowledge of the products, the customer problems they solve, how they are used and the benefits they bring.
• Assess the needs of prospects, customers and partners and propose solutions, including custom configuration.
• Configure solutions yourself or coordinate Configuration Analysts to do it.
• Present products to prospects, customers and partners, showing how their requirements are met and what the benefits are.
• Answer product capability questions in meetings, or research and reply with accurate answers.
• Help scope implementations with work breakdowns and estimates.
• Serve as the first escalation point for the support team on post-project production issues.
• Coach junior team members and help new starters settle in.
• Review project work from Implementation Consultant I colleagues.
• Write knowledge base articles and share lessons learned on configuration.
• Log time accurately and reach 75% billable utilization.

Requirements

• Bachelor's degree in business, commerce, information technology or computer science, or equivalent qualifications or experience.
• 3+ years of commercial experience in business or software analysis, SaaS, or other software implementation.
• Demonstrated experience in some or all of these areas: gathering and analysing requirements; solution design for SaaS or other software implementation; project team work in software development; designing web-based software with a focus on usability; product analysis for software; risk, crisis, incident or emergency management systems.
• Experience with AI or machine learning technologies is strongly preferred.
• Eligible and willing to obtain security clearance.
• Candidates can live anywhere in Australia.

Conditions

Remote role, open to candidates living anywhere in Australia.

Travel is under 10%.

No relocation support is provided.

This is an experienced-level position.

Benefits

• A referral payment plan is available.