Implementation Specialist

Job purpose

The Implementation Specialist serves as the first liaison between GHG's business analysts and development team and its customers. The Implementation Specialist will assist customers in all phases of the set-up of GHG's proprietary time and attendance software, including integration with third-party accounting and payroll software. The Implementation Specialist is also responsible for providing customers' feedback to the Business Analysts and Development team to enhance the product.

Duties and responsibilities

• Assists customers thru planning, development, testing, training, and execution of GHG's proprietary time and attendance software.
• Designs and maintains implementation schedules and ensures adherence to timelines and requirements through collaboration with external and internal stakeholders.
• Ensures all implementation requirements, objectives, delays, and issues are properly documented, including time worked in a GHG provided CRM tool.
• Successfully manages relationship with the customers including reporting project status to all external and internal stakeholders.
• Maintains open lines of communication and escalates customer issues in a timely manner.
• Provides high quality service delivery for all projects.
• Reviews and advises on changes to all product documentation and user guides to ensure ease of use and accuracy.
• Maintains in-depth product knowledge on GHG's time and attendance software and related products.
• May assist in pre-sales product demonstrations and provides assistance in scoping projects or developing proposals.
• Other duties as assigned by Supervisor or Manager.

Qualifications

• Associate's Degree or equivalent in Business Management or Information Technology or equivalent years of experience in an implementation, customer service or business analyst role
• Detail oriented
• Strong relationship building ability
• Professional and clear communication through phone, email, and in person
• Strong organizational and time management skills
• Problem-solving and conflict resolution skills
• Comfortable using technology and ability to explain it to others
• Ability to prioritize competing objectives
• Accounting knowledge (a Plus)
• Prior experience in time and attendance industry (a Plus)

Competencies

• Customer/Client Focus
• Problem Solving
• Time Management
• Organizational Skills
• Communication Proficiency
• Initiative
• Diversity and Inclusion

Working environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines

Physical requirements

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Expectations

This is a full-time position and hours of work are Monday through Friday and vary between 8:00 a.m. to 6:30 p.m. Although rare, travel may be expected for this position.

EEO/M/F/V

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