Implementation Consultant - Social Care & Education

Description

Social Care & Education is the UK's fastest growing supplier of software for local authority social care, finance and commissioning and education management services. As a company, we focus on health and social care solutions in order to facilitate the breaking down of barriers between care settings. Our Social Care & Education range of social care software is the leading software solution for both adults and for children's services. This focus makes us unique in our market and means we understand the requirements of all care settings.

Our parent company is System C, the UK's leading health and social care software and services company. Our easy-to-use IT platforms provide a complete view of the individual across all care settings, helping integrate services and improve care. We are a British company with over 35 years' experience.

A key member of the SCE Professional Services team, the Implementation Consultant is responsible for configuration of the SCE product portfolio and for providing professional and detailed advice and guidance to Local Government customers on all aspects of the Social care solution.

Duties and Responsibilities:

• To undertake the role of Implementation Consultant on a number of implementation projects.
• Lead configuration design workshops.
• Provide system expertise to the overall project members.
• Impart system knowledge to the customer Project Team.
• Configure the solution in line with the agreed solution design.
• Deliver hands-on training to the Project Team (super users).
• Support UAT testing phase of the project life cycle.
• Provide specialist product and domain knowledge to customers via the Application Support Team.
• Provide on-site support during the go live phase of the project.
• Adhere to the Professional Services Implementation methodology and provide input to the continuous improvement of the methodology.
• To work closely with the Project Managers to ensure customer satisfaction at all stages of an implementation, including regular feedback on issues and opportunities.
• Provide customer problem resolution during configuration build and User Acceptance Testing.
• Identify high priority defects or customer sensitive issues and work with customers to resolve each problem through the appropriate channels within Social Care.
• Collaborates with customers as part of consultancy engagements.
• Presenting and reporting to the customer key users & stakeholders and internally.
• Understands customer requirements by collecting data and delivering analysis.
• Understands the contracted scope of work and deliver to that scope.
• Works collaboratively to develop and implement solutions.
• Seeks to address customer needs within the defined scope of responsibility.
• Ensures that proposed solutions are properly understood by the customer project team and appropriately exploited.
• To provide ad-hoc consultancy in the use of the Social Care and partner products and solutions, post implementation.
• To work closely with the Support, Product, Development and Sales teams.
• Works with customers to meet and deliver project expectations.
• Communicates with colleagues and project managers to deliver the best solution for the projects.
• To keep abreast of all SCE product portfolio related release changes and benefits.
• Develop, consolidate, and enhance company and Third-Party product knowledge in order to deliver first class Consultancy to customers.
• Contribute to the development of Professional Services through the generation of new product ideas, improved services offerings and improved processes for the delivery of services.
• Represent the business at Customer Board meetings, User Group meetings, Customer Forums, Network events, Industry Forums.
• Adhere to Professional Services business processes.
• To adopt and embrace operational systems required by the Professional Services division and across other business functions.
• To adhere to the corporate governance with regards to customer satisfaction reporting.

Skills required:

Qualifications & Work Experience

• Excellent communication skills when working on an individual basis. It is necessary for the Implementation Consultant to have the ability to lead discussions to explain the options available to customers and gain agreement on the method of implementing the solution for the customer by setting their expectations at the correct level.
• Ability to explain complex concepts in a clear and simple manner with proven stakeholder communication and presentation skills.
• Broad knowledge of project management including methods, tools and techniques.
• An understanding of relevant local strategic initiatives and future operational plans of organisations within the social care and education market.
• Strong knowledge of the social care and education sectors.
• Strong communication skills when working on an individual basis within the Professional Services team and with other teams such as Sales, Product, Development and Support.
• Excellent customer management skills.
• Possess strong analytical skills and strong data-evaluation skills.
• Excellent organisational skills (time management, administration etc).
• Team player used to adhering to and refining the standards and procedures used for the delivery of solutions.
• Provides support and assistance to other members of the group.
• Self-motivated, have strong inter-personal skills and the ability to influence others. Be willing to take initiative in problem identification and solution provision.
• Understanding of regulatory guidelines and directives relevant to the SCE product portfolio.
• Have sound experience in the delivery of relevant systems in the UK.
• Track record of working to tight deadlines and a challenging environment.
• Team player used to following and refining the standards and procedures used for the provision of solutions.
• Self-motivated, have strong inter-personal skills and the ability to influence others.
• Be willing to take initiative in problem identification and solution provision.
• Monitors the market trends to input into the development of new products/solutions and improve existing products and services.
• Have a broad and deep understanding of the functionality of the product portfolio.
• Ability to travel widely as required.

Personal Attributes

• Ability to problem solve.
• Good stakeholder management skills.
• Good negotiation skills.
• Good commercial awareness.
• Ability to deliver in a complex customer environment.
• Ability to influence, challenge and improve processes.
• Ability to tailor information and communication to meet the needs of the audience.
• Strong judgement and decision-making capability.
• Ability to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented.
• Frequently interacts with others, relates sensitive information to diverse groups of internal and external stakeholders.
• Self-motivated and have strong interpersonal skills.
• Highly organised and with strong attention to detail.
• Ability to see revenue opportunities for the business.
• Team player used to following and refining the standards and procedures used for the implementation of projects in the business.
• Resilience, tenacity and a 'will/must do' attitude.

Applications:

• SCE product portfolio.
• MS Office.
• Experience of working with Jira.
• PSA Tools.