IT Implementation Analyst

This is an exciting new opportunity for an IT Implementation Analyst who is looking for a collaborative team environment and to be part of an organization with strong and approachable leadership!

The Implementation Analyst is responsible for performing activities in support of software deployments for clinical and billing solutions. The solutions can be developed internally or by a vendor. The MENTOR Network’s user population is spread across the US and multiple lines of service. The implementation team is responsible for core functions that support the overall successful adoption of software use within the organization.

Implementation and Deployment of Software Solutions – 40%

Preparing the customer for deployment by:

• Working with IT Business Partner to establish a relationship with local subject matter expert
• Evaluating local business process
• Working with users to recommend adjustments to the tactical business process to support the software solution
• Identifying additional features needed prior to deployment to successfully support the users
• Working with the users to define areas of the application that need to be configured for successful implementation
• Working with the delivery team to address additional features/rules that need to be implemented
• Working with local leadership to schedule the deployment and roll-out

• Configuring business-unit specific data values, as required
• Configuring vendor systems screens, rules, workflow, and fields as required and directed by the business
• Configuring user accounts, permissions, and overall security
• Working with the local subject matter expert to determine and acquire – as necessary - devices that will be used for the solution being deployed
• Support other areas of IT such as infrastructure and field support as needed
  

• Creating and updating technical training materials for deployed applications using a variety of media
• Conducting training for train-the-trainer sessions and direct user training using a variety of techniques
• Creating system procedures, job aides, guidelines, FAQs, online help and other technical documentation as needed

User Adoption and Support – 40%

• Following up with users immediately after deployment to facilitate adoption
• Providing phone support to super users after deployment during the 45-day warranty window
• Monitoring usage of the system within the 45-day window to identify opportunities for additional training, provide proactive guidance and tips and tricks for most effective use of the system
• Troubleshooting identified issues with users and determining path for resolution
• Escalating issues to IT Business Partners
• Identifying and documenting enhancements for the backlog
• Participating in the prioritization of backlog items
• Transitioning customer to standard support model after warranty period.
• Working with service desk to develop a knowledge base of known issues or usability-related recommendations

Delivery Team Support and Quality Assurance – 20%

• As an adjunct member of the delivery team, conducting quality assurance testing of software releases with delivery team and users to prepare for implementation.
• Creating and executing test plans
• Reporting defects and providing feedback on usability based on experience working with the users
• Testing training material and refining as required
• Performs other related duties and activities as required.

Requirements:

• Bachelor’s degree in Business, Information Management, Computer Science or related experience
• 3 – 5 years of hands - on experience with implementation, customer support, training, and /or business process analysis and redesign
• Requires strong communication skills, both verbal and written, organizational skills, interpersonal skills and planning and management skills.
• Requires a strong customer orientation and problem solving capability.
• Experience providing formal training on software or business processes.
• Ability to travel 25% required.
  

Founded in 1980, The MENTOR Network is a national network of local human services providers offering an array of quality, community-based services to adults and children with intellectual and developmental disabilities, acquired brain injury and other catastrophic injuries and illnesses and to youth with emotional, behavioral and medically complex challenges as well as their families. With ~28,000 employees serving ~25,000 consumers in 34 states, you'll have career opportunities from coast to coast, and you’ll make a difference every day.

Our organization is driven by the power or relationships. As an organization of people serving people, positive and productive relationships are vital to the work we do.

Apply Today!

EOE/AAE