Implementation Consultant Technician

US-TX-Carrollton
Job ID
2017-1510
# of Openings
1

Overview

The purpose of the Implementation Consulting Technician role is to be a product and feature Administrator and Operations subject matter expert for all Securus Products. This role fulfills the need to capture a facilities’ existing operations and guide the facility though the integration of the systems into the Agencies day to day operations.  The ICT will work with Project Management, Installation Technicians and other organizations to develop and execute onsite implementations.   

Responsibilities

Consult with and provide guidance to Securus served facilities prior to, during and immediately after implementation of key functional products.

Prior

  • Observe, review and document the facilities day to day operations regarding functional activities and daily procedures
  • Capture facility layout regarding operations
  • Walk the customer through all aspects of the product documentation and capture all required information
  • Recommend facility process changes to best utilize the systems
  • Create operational procedure documentation examples as required to meet the individual sites needs
  • Create detailed training schedule for all affected facility personnel

During

  • Coordinate with the assigned Implementation Team members to transfer captured information to facilitate system installation
  • Coordinate with Securus Training Team on the operational procedures that they should train based on facilities’ operations
  • Ensure that Training is delivered and that all facility staff members are trained
  • Ensure mock product functionality is held including all operational variables
  • Cover all paths on the operational procedures
  • Observe installation and ensure testing is executed per test plan  

After

  • Observe functional execution of products and recommend process refinements as required
  • Review and signoff on Implementation Quality Team audit
  • Assist Project Manager as required to ensure project acceptance and sign off
  • Work with facility on the completion of all Quality Surveys

Dimensions and Measures

Overall department budget, installation customer satisfaction, project cycle time SLA’s for each project type, project quality continuous improvement, project backlog reduction, product repair and configuration cycle SLA’s and overall team utilization.

 

Adherence to agreed to RFP schedules and Contract Terms and Conditions.Business Environment

Between 60 and 80 percent travel. The ICT will work remotely in correctional facilities to perform the tasks shown above.  They will also work in the Implementation group as required to facilitate other tasks related to product installations and Facility user support.

 

Latitude or Decision-making

The ICT will have broad latitude to recommend which Securus approved process is most appropriate for the customer’s needs and profitability for the company.  The ICT will also recommend facility process changes based on Securus approved processes with the same goals. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree in Telecommunications / Information Technology or applicable experience
  • Telecommunication System provisioning experience
  • Strong Customer Service Skills
  • Strong analytic skills; ability to determine trends and propose solutions
  • Excellent verbal and written communication skills
  • Experience creating process flows
  • Experience creating training curriculums     
  • Expert user of Microsoft Office Suite including MS Project and Visio
  • Ability to communicate effectively through all business channels
  • Strong teamwork and leadership skills
  • Strong attention to detail, organizational and problem solving skills
  • Ability to multi-task, and effectively prioritize tasks
  • Ability to work independently

REQUIRED

  • Bachelor’s degree in Telecommunications / Information Technology or applicable experience
  • 3 years customer facing experience

PREFERRED

  • Bachelor’s degree in Telecommunications / Information Technology or applicable experience
  • 5 years customer facing experience
  • Experience troubleshooting and testing H.262, MPEG-2 and MPEG-4/AVC video transports
  • 2 years Inmate Phone System maintenance experience

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

 

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