Technical Implementation Specialist

Summary

ImageTrend delivers software solutions, data analytics, and services for healthcare and emergency response organizations. The Technical Implementation Specialist I delivers and coordinates technical customer implementation and integration services, supports solution configuration and training, manages implementation schedules and documentation, and facilitates successful handoffs to support teams.

Responsibilities

• Assists clients through planning, development, training and execution of delivery for ImageTrend technical solutions, including integration setup, configuration services and cancellations
• Designs & maintains client implementation schedules, ensuring high quality delivery and compliance to timeframe and requirements by collaborating with stakeholders for all implementation processes
• Ensures all implementation requirements, objectives, obstacles, and delays are properly documented in all systems of record, including time worked in implementation ticket and closing any project documentation or submission of milestone invoicing as required
• Contributes to the ongoing maintenance of departmental procedures, CRM or other systems of record, internal demo sites and other internal products used
• Establishes and maintains great relationships with clients, providing timely, informed, reliable and professional advice about our solutions, and keeping all stakeholders internal or external updated on project status
• Conducts onsite and virtual training with clients during the implementation process
• Ensures successful pass off to Support or other teams as appropriate after delivery of implementation or project services have been completed
• Works collaboratively and effectively with customer success teams and other departments to proactively coordinate resources, tasks and create alignment across all teams ensuring a positive client experience and escalating issues as appropriate
• Presents or teaches at industry conferences, events and other tradeshows, or meetings as required
• Reviews and advises on updates to instructional and technical documentation to ensure clarity, accuracy, accessibility and ease of use to improve and maintain internal and external documentation, product requirements, release notes, screenshots, diagrams and screencast videos
• Travel to orientation, industry or company events, or other onsite meetings as required
• Perform additional duties or tasks as assigned

Skills

• Bachelor's Degree or the equivalent combination of education and relevant work experience
• Proven experience working in technical client services or support, preferably in implementation, integration, business analysis or project services within the SaaS/technology or healthcare and public safety industries
• Understanding or exposure to implementation, project management or training delivery
• Understanding of state and national EMS and Fire reporting requirements
• Understanding of basic concepts for adult education and effective content delivery
• Strong technical aptitude to learn new technologies or systems, proficient knowledge of MS Office Suite or other similar tools and understanding or exposure to implementation or project management tools used for delivery of education and project roll-out
• Knowledge of ImageTrend products & functions, or other similar industry related technologies
• Exposure to practices for defining, scoping, estimating work and tracking implementation tasks to facilitate successful project completion and an understanding of standardized data collection practices
• Strong presentation, facilitation, interpersonal and communication skills, both verbal and written
• Strong time management and organizational skills, and appreciation of and accountability to meeting critical timelines
• Strong attention to detail, analytical, problem-solving and critical thinking skills
• Ability to understand and convert requirements or specifications into technical designs
• Understanding or exposure to application interfaces and integration architectures
• Ability to be a proactive self-starter and work independently within a fast-paced, highly collaborative and team-oriented environment
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel up to 10%
• This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy

Qualifications

Must Haves

• Bachelor's Degree or the equivalent combination of education and relevant work experience
• Proven experience working in technical client services or support, preferably in implementation, integration, business analysis or project services within the SaaS/technology or healthcare and public safety industries
• Understanding or exposure to implementation, project management or training delivery
• Understanding of state and national EMS and Fire reporting requirements
• Understanding of basic concepts for adult education and effective content delivery
• Strong technical aptitude to learn new technologies or systems, proficient knowledge of MS Office Suite or other similar tools and understanding or exposure to implementation or project management tools used for delivery of education and project roll-out
• Knowledge of ImageTrend products & functions, or other similar industry related technologies
• Exposure to practices for defining, scoping, estimating work and tracking implementation tasks to facilitate successful project completion and an understanding of standardized data collection practices
• Strong presentation, facilitation, interpersonal and communication skills, both verbal and written
• Strong time management and organizational skills, and appreciation of and accountability to meeting critical timelines
• Strong attention to detail, analytical, problem-solving and critical thinking skills
• Ability to understand and convert requirements or specifications into technical designs
• Understanding or exposure to application interfaces and integration architectures
• Ability to be a proactive self-starter and work independently within a fast-paced, highly collaborative and team-oriented environment
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel up to 10%
• This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy

Benefits

• Bonus
• Core healthcare coverages, plus employer sponsored group policies & additional voluntary plans
• Flexible PTO, Sick Days, Holidays, Parental Leave & Volunteering
• Roth or Traditional 401(k) & Employer Match
• Remote, Hybrid & Onsite options, Flex & Alternate Scheduling Arrangements
• Internal growth, Tuition Reimbursement, Professional Development & LinkedIn Learning access
• Community Gains Incentive Program
• Referral Bonus Program
• Employee Assistance Program