Implementation Specialist

Overview

Facility

OS is a dynamic and innovative B2B SaaS company headquartered in Toronto. We are on a high-growth trajectory, providing a market-leading platform that helps businesses improve their safety, security, compliance, and efficiency across many critical facility touchpoints. We are a team of passionate, driven individuals committed to excellence, innovation, and redefining our industry.

At Facility

OS, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas.

In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.

This is a hybrid position in our office in Annapolis, Maryland, where you ll be required to be in the office at least three days a week with the flexibility to work from home the remaining days if desired.

Customer Implementation & Rollout

• Lead end-to-end customer implementations from kickoff through go-live and hypercare.
• Define implementation plans, timelines, milestones, and success criteria; keep projects on track and customers informed.
• Configure Facility
  
  OS solutions to match customer workflows, security requirements, and site-specific needs.
• Drive rollout readiness across stakeholders (IT, Security, Facilities, Reception/Front Desk, Compliance), ensuring adoption and operational continuity.

Technical Configuration & Troubleshooting

• Serve as a technical expert for Facility
  
  OS software, hardware (iPads, printers, mobile computing devices, barcode scanners, thermal printers, and other peripheral devices), mobile apps, and integrations.
• Support customer technical discovery (network/Wi-Fi, device provisioning, permissions, integrations) and identify risks early.
• Diagnose complex issues during implementation, reproduce bugs, document findings, and coordinate resolution.
• Assist with data onboarding (imports/migration), validation, and mapping; ensure data quality prior to launch.
• Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes.

Training, Enablement & Documentation

• Deliver customer training (live sessions, recorded content, and tailored enablement) for admins and end users.
• Create and maintain internal and customer-facing documentation: implementation guides, configuration playbooks, rollout checklists, and FAQs.

Cross-Functional Execution

• Act as the coordination point between Professional Services, Support, Engineering, and QA during implementations.
• Provide structured handoff documentation to Support/CS after go-live (configuration summary, known risks, escalation paths, environment notes).
• Identify recurring implementation friction and propose process improvements to increase speed, quality, and scalability.

Experience & Technical Skills

• 2+ years in customer-facing digital roles (Implementation, Technical Support, Professional Services, Solutions Consulting), ideally supporting enterprise clients and hardware/software products.
• Proven ability to manage multiple customer projects simultaneously, including timelines, dependencies, and stakeholder communication.
• Strong troubleshooting skills across software, hardware, and networking (Wi-Fi, Bluetooth, Ethernet, firewall/proxy constraints, basic MDM familiarity a plus).
• Experience with tools like Zendesk, Gainsight, Salesforce, Notion, Scribe and Microsoft Suite; comfortable working in ticketing + project-tracking environments
• Knowledge of databases and how they integrate with other platforms; experience or knowledge of basic/intermediate SQL queries (e.g., joins, filtering, validating imports).
• Ability to perform PC software/hardware installations and device setup, including loading applications and hardware drivers.
• Interest in AI for support/enablement or process automation is a plus.

Implementation / Project Management Skills (Additions)

• Comfortable running implementation calls: kickoff, technical discovery, configuration…