Implementation Specialist

The Client Onboarding Implementation Specialist provides tactical implementation support and configuration expertise through ticket management, system configuration, and quality assurance activities to ensure seamless client onboarding and ongoing operational excellence. Serves as the technical execution partner supporting Solutions Engineering, Implementation Consultants, and Project Managers across multiple client implementations simultaneously.

• Monitors and responds to Included Access tickets within established SLA time frames
• Triages incoming tickets and routes to appropriate team members when necessary
• Owns tickets from assignment to closure
• Provides detailed documentation and status updates for all ticket activities
• Maintains comprehensive ticket logs and resolution tracking
• Ensures all direct client and internal communications are professional, accurate, and timely
• Follows up on open tickets to ensure timely resolution and client satisfaction

• Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support
• Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes
• Drives collaboration across departments for timely issue and ticket resolution
• Escalates tickets that are not receiving appropriate action within reasonable timelines to management
• Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally
• Identifies tickets requiring client-facing activities, consulting expertise, or larger project planning and moves these tickets to appropriate queues for reassignment to Implementation Consultants or Project Managers
• Ensures proper handoff documentation when assigning tickets to other teams or specialists
• Monitors reassigned tickets to ensure appropriate progress toward resolution

• Performs system configurations using the HUB and other internal tools as assigned
• Executes configuration changes based on Implementation Consultant and Project Manager specifications
• Creates and manages tasks in project management tools to ensure comprehensive documentation and tracking
• Supports technical integrations and data setup activities
• Maintains accuracy and attention to detail in all system configuration work
• Documents configuration changes and maintains system setup records
• Troubleshoots issues and coordinates resolution with appropriate teams
• Ensures all configurations meet client requirements and internal standards

• Manages AE
  -related tasks and workflows throughout the annual enrollment cycle
• Coordinates AE  activities with internal stakeholders
• Maintains AE  documentation and tracks completion status
• Ensures AE  deliverables meet quality standards and client expectations
• Communicates AE  status and updates to relevant team members
• Identifies and escalates AE
  -related issues that require strategic intervention

• Conducts peer quality assurance reviews for team members' work products
• Performs pre-launch testing activities to ensure system functionality and data accuracy
• Documents testing results and identifies issues requiring resolution
• Maintains testing protocols and ensures consistent application across implementations
• Validates system configurations and data integrity before client launches

• Provides operational support to Implementation Consultants on strategic initiatives
• Assists Project Managers with tactical execution activities and deliverable preparation
• Coordinates with internal teams to ensure timely completion of client requirements
• Serves as a resource for technical questions
• Participates in team meetings and provides input on process improvements
• Supports knowledge transfer activities and documentation maintenance

• Maintains accurate and comprehensive documentation for all activities
• Contributes to knowledge base articles and troubleshooting guides
• Ensures all client interactions are properly documented in appropriate systems
• Maintains organized records of configurations, changes, and resolutions
• Supports training materials development and process standardization efforts

• Consistently meets individual and team goals for ticket resolution times and quality metrics
• Maintains high accuracy rates in system configurations and client communications
• Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores
• Identifies opportunities for process improvement and efficiency gains
• Participates in process improvement initiatives and implements recommended changes
• Stays current with system updates and new functionality
• Provides feedback on tools and processes to enhance team effectiveness

• Manages workload effectively to ensure consistent…