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Implementation and Training Specialist

Full-time
,
Remote

Company Background

Founded in 1992, Mi-Case is the industry leader in fully integrated offender management software solutions and provides industry expertise and consulting within Criminal Justice and Public Safety systems.

Mi-Case leverages a unique combination of technical, functional and industry specialization as well as partnerships with key software vendors to deliver maximum value add projects.

Position Summary

 We are seeking a highly motivated and detail-oriented individual to join our team as an Implementation and Training Specialist for our jail management software solutions. In this role, you will be responsible for guiding our clients through the implementation process, providing comprehensive training sessions, and ensuring successful adoption of our software. You will serve as a liaison between our development team and end-users, offering technical expertise, troubleshooting support, and ongoing assistance to optimize system usage.

Key Responsibilities

Implementation Management:

  • Lead the implementation process for new clients, including system configuration, data migration, and customization based on client requirements.
  • Collaborate with internal teams to ensure timely and accurate deployment of software solutions.
  • Conduct thorough assessments of client needs and develop tailored implementation plans.

Training Delivery:

  • Develop and deliver comprehensive training programs for clients on the use of our jail management software.
  • Customize training materials to suit the needs and skill levels of different user groups, including administrators, corrections officers, and support staff.
  • Provide ongoing training and support to ensure users are proficient in utilizing all features and functionalities of the software.

Client Support and Communication:

  • Serve as the primary point of contact for clients during the implementation and training phases.
  • Address client inquiries, concerns, and technical issues in a prompt and professional manner.
  • Maintain regular communication with clients to gather feedback, identify areas for improvement, and ensure high levels of satisfaction.

Documentation and Reporting:

  • Create and maintain detailed documentation related to implementation processes, training materials, and support resources.
  • Generate reports on implementation progress, training outcomes, and client feedback for internal review and analysis.

Continuous Improvement:

  • Stay informed about industry trends, best practices, and emerging technologies related to jail management software.
  • Identify opportunities for enhancements or updates to our software solutions based on client feedback and evolving user needs.
  • Collaborate with product development teams to prioritize and implement new features or improvements.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
  • Prior experience in software implementation, training, or customer support role, particularly within the criminal justice or law enforcement sector, is highly desirable.
  • Strong technical aptitude and proficiency with software applications, databases, and related technologies.
  • Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and understandable manner.
  • Exceptional interpersonal skills and the ability to establish rapport with clients at all levels of an organization.
  • Proven problem-solving abilities and the capacity to adapt to changing priorities and deadlines in a fast-paced environment.
  • Implementation Consultant
  • Working with the product team, the Implementation Consultant acts as a project implementation consultant for projects

Core Areas of Responsibility

  • Responsible for the analysis and definition of the business and system requirements, recommends solutions to improve the clients’ business processes
  • Conducts fit/gap business analysis to understand the configuration requirements and identify any product extensions
  • Communicates the business requirements and recommended solutions clearly to the project manager and client
  • Analysis and design of project reports
  • Assists clients in identification of role-based access and permissions
  • Trains clients in the configuration and maintenance of security roles and permissions
  • Ensures that business requirements are controlled in accordance with the agreed project scope
  • Prepares configuration blueprints to meet the client requirements to ensure that the configured solutions and other deliverables satisfy the business requirements
  • Trains clients on the configuration of the product
  • Assists in the client configuration of our product platform
  • Develops test plans and test scripts to test the configuration and reviews deliverables/output
  • Assists Project Manager in determining work effort and scheduling
  • Ensures that assigned tasks are accomplished within the planned and agreed work durations
  • Tracks the project status and communicates status of deliverables to the project manager or lead consultant, or to client as appropriate
  • Delivers functional training to clients based on implementation
  • Prepares training documentation for client implementation from product training materials
  • Serves as a subject matter expert to our clients, helping them learn our product and coaching them through processes
  • Identifies product extension opportunities, defines the detailed requirements
  • Works with the Product group to deliver any project specific product extensions
  • Data mapping forms the technical specification for the conversion and, in some cases, may generate code.
  • Provide post-implementation support during the transition from implementation to maintenance.

Environmental and/or Physical Factors

  • The work environment and dress code tend to be informal, unless attending a career fair or in a face-to-face setting.
  • Long periods in front of a computer terminal.
  • Regularly required to sit, use hands, talk, and hear. Occasionally required to walk and reach.

Job Types: Full-time, Exempt

Salary: $90,000-$120,000 per year

Benefits:

  • 401(k) 3% Match
  • 401(k) matching
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid holidays
  • Paid time off
  • Professional development assistance
  • Vision insurance
  • Work from home

Location: United States-Remote

Ready to apply?
Apply by sending your resume to careers@mi-case.com.  Please note which position you are applying for in your email.
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