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Implementation Consultant
3 months ago
At Trapeze, the Implementation Consultant (IC) works directly with clients and colleagues to improve transit operations using Trapeze's products. The IC is both intuitive business consultant and technical implementer, assessing client needs and providing direction while configuring a solution. The IC is responsible for mastering Trapeze’s product suite to provide subject matter expertise to customers. The IC will partner closely with the Customer, Project Manager, and Professional Services teams to ensure delivered and operational within project scope, budget, and timeline.
The right candidate will be committed to providing the best customer service possible and possess the ability to work as a team to ensure the successful deployment of software solutions. Trapeze is looking for someone who can develop strong relationships with clients and establish credibility and trust quickly.
Role Responsibilities
- Work under minimal supervision and be responsible for multiple projects simultaneously; effectively and efficiently meet stringent timelines while managing changing priorities
- Analyze customers’ business requirements and objectives to develop business processes to meet their needs
- Interpret union contracts and understand how a customer’s business rules will be addressed through different software configurations
- Work to configure and implement customized solutions in conjunction with project management team; develop and deliver project artifacts such as process diagrams, gap analysis documentation, and functional and technical design documents throughout a project
- Work with Product and Development to report product issues and communicate gaps from customer’s perspective
- Perform training and consultation and provide support for customer testing activities; log and track customer issues and ensure resolution in a timely manner
- Identify ways to improve process and efficiency for both customers and the internal team
- Support the building and continuous improvement of implementation templates and project artifacts critical to the success of the implementation team
- Travel to customer sites in North America to help improve their operations with Trapeze's products and services
Requirements and Skills
Education
- BA/BS in computer science or otherwise relevant technical field OR comparable experience
Knowledge
- 2+ years’ experience leading technical consultation, software testing, and training sessions
- 2+ years’ experience in technical software support with direct customer interaction
- Basic understanding of Relational Database Management Systems and MS SQL
- Understanding of all Windows operating systems, including Windows 7 and 10
- Strong knowledge of MS Office products including Excel, PowerPoint, Project, Access, and Visio
Skills and Abilities
- Demonstrated skill in leadership, with the ability to think analytically and strategically to resolve problems; ability to successfully conduct root cause analysis and system troubleshooting
- Ability to articulate and explain technical concepts in a digestible manner
- Demonstrated skill in technical documentation
- Ability to travel within North America up to 75%
Preferred Qualifications
- Transit industry experience
- Ability to write SQL queries
- Experience implementing in a cloud environment
- Experience with web-based service architecture
