Implementation Analyst, Incode Utility Billing (CIS/CRM) Tyler Technologies
Plano, TX

Job Description

Tyler's Incode Utility Billing™ suite of applications are a perfect fit for both municipal and independent utility authorities for services such as water, gas, and electric with basic or tiered rate tables. Our applications also accommodate consumption, flat-rate, assessment, installation agreement billing, and miscellaneous charges.

The Implementation Analyst provides ongoing, high-level support and training to implementation staff during the implementation process. This role also often takes ownership of project tasks that are escalated in order to keep the project moving forward to completion.

Location

Plano, Texas

Travel

10-25%

Responsibilities

* Provide guidance and direction to assigned implementation field staff to ensure they perform at optimal levels of quality and expertise with minimal disruptions due to technical/product issues.
* Provide leadership in the creation of 'best practice' templates, process improvements, and knowledge transfer materials to improve efficiencies and customer satisfaction levels.
* Work closely with implementation field staff, Project Managers, and sometimes clients to troubleshoot and resolve critical issues and ensure billable training days are not interrupted.
* Provide non-billable informational sessions by webinar to Implementation Consultants or their clients.
* Identify and document highly complex business/technical specifications for client configuration/build requirements and/or other relevant issues.
* May provide support to the sales team as follows:
* Respond to module- or system-specific questions in proposal documents.
* Resolve client follow-up questions during the proposal process.
* Assist with demonstrations and attend demonstrations to expand knowledge of Tyler products. In some instances may conduct demonstrations to prospective clients.
* May assist the implementation field staff with conversion loading if a client does not have an IT staff or an OSDBA contract.
* Provide follow-up assistance to clients on highly complex applications or processes, as necessary.
* Travel to client sites may be required, as needed.
* Perform other duties as assigned.

Qualifications

* A minimum of four years of experience implementing Tyler software (or equivalent experience) desired.
* Excellent initiative, interpersonal, collaboration and relationship building and customer service experience involving developing professional, trusting and in-depth relationships with internal and external clients (including software development/IT teams, Project Managers, management, clients, etc.).
* Advanced knowledge and experience identifying, defining, analyzing and documenting client work processes, data and systems.
* Proven success record of negotiating and influencing clients to meet their need by proposing viable solutions to complex issues.
* Excellent attention to detail involving defining client complex software requirements (technical and non-technical), client processes, etc.
* Excellent organizational skills with a proven track record of prioritizing and executing on multiple priorities successfully.
* Excellent research, analytical and critical thinking skills and experience in the technical environment involving performing proficient data/gap analysis with outstanding problem-solving experience anticipating and resolving root issues of new and the most complex problems.
* Bachelor's degree, or comparable work experience.
* Typically a minimum of four years of experience implementing Tyler software (or equivalent experience).
* Excellent initiative, interpersonal, collaboration and relationship building and customer service experience involving developing professional, trusting and in-depth relationships with internal and external clients (including software development/IT teams, Project Managers, management, clients, etc.).
* Advanced knowledge and experience identifying, defining, analyzing and documenting client work processes, data and systems.
* Proven success record of negotiating and influencing clients to meet their need by proposing viable solutions to complex issues.
* Excellent attention to detail involving defining client complex software requirements (technical and non-technical), client processes, etc.
* Excellent organizational skills with a proven track record of prioritizing and executing on multiple priorities successfully.
* Excellent research, analytical and critical thinking skills and experience in the technical environment involving performing proficient data/gap analysis with outstanding problem-solving experience anticipating and resolving root issues of new and the most complex problems.
* Excellent written and verbal communication skills including conveying, documenting, preparing and presenting new ideas to various audiences (including management) on both technical and non-technical information.
* Knowledge and application of relational database design and database structures (i.e. fields, tables, views, database objects, etc.) involving data flow, mapping, conversion scripts, etc. helpful.
* Knowledge and experience creating and executing software test plans and reports helpful.
* Strong Microsoft Office skills (including but not limited to Visio and related tools).
* Knowledge and application of software development tools.
* Ability to identify and contribute to process improvement initiatives.
* Knowledge of principles and concepts in the discipline for which the training will be based is desired.
* Exceptional presentation and training skills.
* Ability to travel as necessary.
* Valid driver's license.