Systems Implementation Officer

Job Summary

Job Summary
The Systems Implementation Officer/Specialist oversees the end-to-end management of client and internal system projects, with a strong focus on client project coordination, scope gathering, onboarding, and ongoing support. The role ensures systems are implemented smoothly, aligned with defined requirements, and adopted successfully by both internal users and external clients. This position serves as the primary liaison between clients, end-users, and technical teams—facilitating clear communication, managing expectations, resolving issues, and driving continuous improvement.

A key responsibility is guiding clients through onboarding and post-implementation support by delivering structured training, documentation, and responsive system assistance.

• Client Project Management & Scope Coordination
  • Manage client-facing system implementation projects from initiation through post-go-live support.
  • Lead project scoping activities, gathering client requirements, defining deliverables, timelines, and success criteria.
  • Coordinate project planning, rollout, and progress tracking for client and internal system initiatives.
  • Act as the central communication point between clients, stakeholders, and technical teams throughout the project lifecycle.
  • Ensure project milestones, risks, and dependencies are clearly communicated and managed.
• Client System Implementation & Process Improvement
  • Support the implementation, configuration, and validation of client-facing systems to meet the agreed project scope and requirements.
  • Ensure readiness for client go-live, including data validation, access management, and acceptance testing.
  • Identify gaps, risks, and improvement opportunities during implementation and recommend process or system enhancements.
  • Collaborate with technical teams to test, deploy, and validate system updates, fixes, and enhancements.
  • Support post-implementation stabilization and continuous system improvement for clients.
• Client Onboarding, Training & Enablement
  • Own the client onboarding experience, ensuring a smooth transition from implementation to active system use.
  • Develop, maintain, and deliver structured onboarding materials, user guides, and training documentation.
  • Conduct client onboarding sessions focused on system navigation, workflows, and best practices.
  • Provide follow-up training and enablement support to ensure confident and correct system usage.
  • Standardize onboarding and training processes to ensure consistency across all client implementations.
• Client Communication & Support Operations
  • Serve as the primary point of contact for client system support, account access, and system-related concerns.
  • Respond to and resolve client issues, service requests, and inquiries within agreed service levels.
  • Coordinate with technical teams to troubleshoot, escalate, and resolve complex system issues.
  • Proactively communicate system updates, enhancements, maintenance schedules, or incidents to clients.
  • Document client issues, resolutions, and feedback to strengthen support workflows and system reliability.
• Adoption, Reporting & Client Success Monitoring
  • Track system adoption, onboarding progress, and client engagement using defined KPIs.
  • Monitor usage patterns to identify training gaps, adoption risks, or process non-compliance.
  • Prepare regular reports on project status, onboarding effectiveness, system performance, and client satisfaction.
  • Provide actionable insights and recommendations to leadership to improve client experience, system utilization, and scalability.

• Education
  • Bachelor’s degree in Information Systems, Computer Science, Business Administration, or a related field.
• Experience
  • Open to fresh graduates; prior internships or experience in systems implementation, user support, or related fields is an advantage.
• Skills And Competencies
  • Technical
    
    Skills:
    
    Basic understanding of system implementation processes, troubleshooting, and familiarity with productivity tools (e.g., ERP, CRM).
  • Communication
    
    Skills:
    
    Strong written and verbal communication, with the ability to simplify technical concepts for users.
  • Problem-Solving:
    Analytical and detail-oriented, able to address issues and recommend improvements.
  • Training
    
    Skills:
    
    Confidence in creating user guides and conducting training sessions.
  • Organizational
    
    Skills:
    
    Ability to manage tasks, meet deadlines, and collaborate with cross-functional teams.
  • Adaptability:
    Willingness to learn new systems and technologies and adapt to changing needs.

This position welcomes individuals eager to grow in a dynamic role and provides ample opportunities for skill development.