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.Responsibilities: Ticket Management & Client SupportMonitors and responds to Included Access tickets within established SLA timeframesTriages incoming tickets and routes to appropriate team members when necessaryOwns tickets from assignment to closureProvides detailed documentation and status updates for all ticket activitiesMaintains comprehensive ticket logs and resolution trackingEnsures all direct client and internal communications are professional, accurate, and timelyFollows up on open tickets to ensure timely resolution and client satisfactionCross-Functional Issue Management & EscalationOpens JIRA tickets and other internal tracking systems for issues requiring cross-functional supportActively follows up on all internal tickets through to resolution, maintaining accountability for outcomesDrives collaboration across departments for timely issue and ticket resolutionEscalates tickets that are not receiving appropriate action within reasonable timelines to managementMaintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externallyIdentifies 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 ManagersEnsures proper handoff documentation when assigning tickets to other teams or specialistsMonitors reassigned tickets to ensure appropriate progress toward resolutionSystem Configuration & Technical SupportPerforms system configurations using the HUB and other internal tools as assignedExecutes configuration changes based on Implementation Consultant and Project Manager specificationsCreates and manages tasks in project management tools to ensure comprehensive documentation and trackingSupports technical integrations and data setup activitiesMaintains accuracy and attention to detail in all system configuration workDocuments configuration changes and maintains system setup recordsTroubleshoots issues and coordinates resolution with appropriate teamsEnsures all configurations meet client requirements and internal standardsAnnual Enrollment Benefits Reviews (AEBR) SupportManages AEBR-related tasks and workflows throughout the annual enrollment cycleCoordinates AEBR activities with internal stakeholdersMaintains AEBR documentation and tracks completion statusEnsures AEBR deliverables meet quality standards and client expectationsCommunicates AEBR status and updates to relevant team membersIdentifies and escalates AEBR-related issues that require strategic interventionQuality Assurance & Testing SupportConducts peer quality assurance reviews for team members' work productsPerforms pre-launch testing activities to ensure system functionality and data accuracyDocuments testing results and identifies issues requiring resolutionMaintains testing protocols and ensures consistent application across implementationsValidates system configurations and data integrity before client launchesCross-Functional Collaboration & SupportProvides operational support to Implementation Consultants on strategic initiativesAssists Project Managers with tactical execution activities and deliverable preparationCoordinates with internal teams to ensure timely completion of client requirementsServes as a resource for technical questionsParticipates in team meetings and provides input on process improvementsSupports knowledge transfer activities and documentation maintenanceDocumentation & Knowledge ManagementMaintains accurate and comprehensive documentation for all activitiesContributes to knowledge base articles and troubleshooting guidesEnsures all client interactions are properly documented in appropriate systemsMaintains organized records of configurations, changes, and resolutionsSupports training materials development and process standardization effortsPerformance Management & Continuous ImprovementConsistently meets individual and team goals for ticket resolution times and quality metricsMaintains high accuracy rates in system configurations and client communicationsContributes to team goals for client satisfaction and internal stakeholder satisfaction scoresIdentifies opportunities for process improvement and efficiency gainsParticipates in process improvement initiatives and implements recommended changesStays current with system updates and new functionalityProvides feedback on tools and processes to enhance team effectivenessOperational ExcellenceManages workload effectively to