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Implementation Consultant

Experienced

Granicus | Professional Services

This Implementation Consultant role lives within Granicus’ govService product family and is a key member of the Professional Services (PS) team. This team helps customers (government agencies) transform the citizen experience. 

As an Implementation Consultant you’ll be an expert on the govService platform and drive adoption of MyServices – a core component. Your role starts with initial set-up and configuration and continues through training – where customers are both enabled and encouraged to utilize the system to its fullest potential. You’ll help customers update their processes – often weighing options that challenge the status quo. You are highly consultative, a trusted advisor.

MyServices are designed as best-of-breed Forms and Processes which Granicus develops in conjunction with customers to deliver an “out-of-the box” solution. Government agencies have similar broad citizen requirements of digital services, and MyServices allow us to release complex products such as permitting and licensing processes - on a ‘build-once/deploy many times’ basis to different customers. 

What You'll Do:

  • Master the govService platform – you’ll be the internal expert on the product 
  • Set the standard for our go-forward set-up and configuration model
  • Handle custom integrations – some for the very first time – using the Integrations Manager, and/or custom development teams
  • Train and enable customers to utilize “off-the-shelf” MyServices to improve their online processes – keeping the citizen experience top-of-mind at every turn
  • Audit existing forms and processes that can be streamlined via MyServices
  • Work closely with Process Designers (internal “builders”) and Project Managers that interface with customers alongside you - to advise on progress and share ideas
  • Complete tasks thoroughly, on time, and within the budget (hours) allocated
  • Identify potential implementation risks and mitigation – as early as possible
  • Documentation – everything you do is meant to be repeatable 
  • Participate in requirement gathering sessions, both internal and external 
  • Participate in sprint planning, review, and retrospective meetings and provide feedback to the team
  • Ensure acceptance criteria are clearly defined and verify it matches the requirements
  • Collaborate and work closely with internal partners. You will be fostering relationships with coworkers across the company to support their efforts while delivering products
 
Skills & Requirements

Who You Are:

  • You have 3-5 years of experience working in software/tech, specifically around customer onboarding and/or training  
  • You can analyze a process, and easily see the “if/thens” in the logic. Familiarity with building online forms and/or workflow strongly preferred. You know which fields need to be displayed on a form, and which questions are context sensitive (e.g. children dates of birth to be requested only where number of children is greater than zero)
  • You can manage simple and multi-stage processes with routes and conditions
  • Knowledge and/or experience of SQL or HTML is desirable
  • You have a proven ability to flex between the technical and business sides of your brain – engineers and cross-functional team members alike love to work with you
  • You are able to work with multiple cross-functional teams to build and evaluate business cases to support product investment decisions
  • You have a relentless commitment to doing the most valuable work first
  • You have excellent communications skills – listening, verbal, and written
  • You can work both independently and as a member of cross-functional teams, some remote
  • You have a track record of functioning well in a fast-paced, dynamic environment with competing demands
  • You have a passion for customers and good user experience
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.