Implementation Specialist

• Lead end-to-end customer implementations from kickoff through go-live and hypercare
• Define implementation plans, timelines, milestones, and success criteria
• Configure FacilityOS solutions to customer workflows, security requirements, and site-specific needs
• Drive rollout readiness across IT, Security, Facilities, Reception/Front Desk, and Compliance stakeholders
• Serve as technical expert for FacilityOS software, hardware, mobile apps, and integrations
• Support technical discovery involving network/Wi-Fi, device provisioning, permissions, and integrations
• Diagnose implementation issues, reproduce bugs, document findings, and coordinate resolution
• Assist with data onboarding, imports/migration, validation, and mapping
• Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes
• Deliver customer training through live sessions, recorded content, and tailored enablement
• Create and maintain implementation guides, configuration playbooks, rollout checklists, FAQs, and other documentation
• Coordinate between Professional Services, Support, Engineering, and QA
• Provide structured handoff documentation to Support/CS after go-live
• Identify recurring implementation friction and propose process improvements

• 2+ years in customer-facing digital roles such as Implementation, Technical Support, Professional Services, or Solutions Consulting
• Experience ideally supporting enterprise clients and hardware/software products
• Ability to manage multiple customer projects simultaneously, including timelines, dependencies, and stakeholder communication
• Strong troubleshooting skills across software, hardware, and networking, including Wi-Fi, Bluetooth, Ethernet, firewall/proxy constraints, and basic MDM familiarity
• Experience with Zendesk, Gainsight, Salesforce, Notion, Scribe, and Microsoft Suite
• Knowledge of databases and platform integrations
• Basic/intermediate SQL query experience or knowledge, including joins, filtering, and validating imports
• Ability to perform PC software/hardware installations and device setup, including loading applications and hardware drivers
• Ability to run implementation calls including kickoff, technical discovery, configuration workshops, training, and go-live readiness
• Ability to define scope, manage change requests, and maintain expectations
• Strong documentation habits including requirements capture, decision logs, risks/issues tracking, and clear next steps
• Experience working with customer IT/security stakeholders and translating requirements into technical configuration steps
• Strong problem-solving and creative thinking
• Excellent time management, prioritization, and ability to drive work to closure
• Confident communication of technical topics to technical and non-technical audiences
• Collaborative, team-oriented, customer-first mindset
• Patient and empathetic approach during high-stakes go-lives and escalations
• Legally eligible to work for any employer in the USA
• May be subject to criminal record, credit, employment, educational, and reference checks

Demonstrates expertise in leading customer implementations, configuring FacilityOS solutions, and managing technical discovery processes. Proficient in SQL and database concepts, with strong troubleshooting skills across software, hardware, and networking.

• Customer Implementation Management
• SQL Query Experience
• Technical Support Expertise
• Documentation Skills
• Stakeholder Communication

• SQL
• Database Concepts
• Software Troubleshooting
• Hardware Troubleshooting
• Network Configuration
• Device Provisioning
• Data Migration
• Implementation Planning
• Configuration Workshops
• Technical Discovery

• Problem-Solving
• Time Management
• Collaborative Mindset
• Patient Communication
• Empathy

• Customer-Facing Roles
• Enterprise Clients
• Implementation Friction
• Compliance
• Technical Configuration

• Zendesk
• Gainsight
• Salesforce
• Notion
• Scribe
• Microsoft Suite