Position Overview
The Implementation Consultant combines business requirements management and technical documentation expertise to support the implementation of complex, high-priority technology programs for state and local government clients. Working in partnership with the Project Leader (Project Manager or Program Manager), this role is responsible for gathering, validating, managing, and documenting client business rules, operational workflows, and technical and business requirements that directly impact program compliance, system configuration, and execution.
The Client Implementation Consultant collaborates closely with cross-functional teams, including Engineering, Legal, Sales, Product, and Operations, to translate client needs and applicable regulatory requirements into accurate, actionable implementation deliverables. This role requires exceptional attention to detail, sound judgment, strong organizational skills, and the ability to manage complex documentation and competing priorities while ensuring alignment with client expectations, business objectives, software capabilities, and applicable state and local legislative requirements.
Essential Responsibilities
• Business Requirements Management: Lead and coordinate the BRQ process by managing internal and external stakeholder contributions, validating submitted information, and ensuring requirements are accurately captured and documented within established timelines for client-specific system configuration business and technical requirements.
• Client Needs Assessment: Develop a thorough understanding of client business objectives, operational workflows, business rules, and implementation requirements to ensure solutions align with client needs and program expectations.
• Implementation Coordination and Reporting: Work in conjunction to support the Project Leader for implementation milestones and deliverables. Proactively identify, document, and communicate implementation risks, dependencies, and challenges, coordinating timely resolution with the appropriate stakeholders.
• Program Document Development: Collaborate with Engineering, Software Development, Legal, and other stakeholders to draft, review, finalize, and deliver program-specific documentation, including citations, notices, certifications, affidavits, and other required materials.
Document Control and Version Management: Maintain document version control, revision histories, and audit trails across multiple client programs. Ensure changes to notices, certifications, affidavits, and other program documents are accurately tracked, reviewed, approved, and maintained.
• Regulatory and Business Compliance: Ensure program documentation and configuration requirements align with applicable state and local legislation, established business rules, internal policies, and system capabilities. Identify potential discrepancies or compliance concerns and coordinate appropriate review and resolution.
• Continuous Improvement: Identify opportunities to improve requirements gathering, documentation management, workflow efficiency, and implementation practices to support scalable, repeatable, and high-quality program delivery.
Qualifications and Experience
• Minimum of five years of experience in a client-facing role involving business requirements management, business analysis, client configuration, implementation coordination, or a related discipline supporting technology implementations.
• Demonstrated experience partnering with Engineering, Software Development, Product, or other technical teams to translate business requirements into system configurations, technical specifications, or implementation deliverables.
• Exceptional attention to detail, with the ability to identify discrepancies, validate complex information, maintain accurate records, and consistently produce high-quality work.
• Strong information retention and organizational skills, with the ability to absorb, recall, and apply complex business rules, processes, procedures, and program requirements across multiple client engagements.
• Strong sense of accountability and ownership, with the ability to thoroughly understand assigned responsibilities, follow tasks through completion, and proactively identify opportunities for improvement.
• Demonstrated initiative and self-directed learning skills when navigating complex or unfamiliar situations, learning new systems and processes, researching solutions, resolving discrepancies, and managing competing priorities.
• Excellent written and verbal communication skills, including the ability to translate complex technical, operational, regulatory, and business concepts into clear, concise, audience-appropriate language.
• Experience reviewing contracts and related agreements, including Statements of Work (SOWs) and Professional Services Agreements (PSAs), to understand scope, deliverables, responsibilities, and contractual requirements.
• Experience developing, documenting, maintaining, and standardizing process flows, workflows, business rules, and procedural documentation.
• Familiarity with project management and issue-tracking tools, such as Azure DevOps, ServiceNow, and Jira.
• Ability to manage multiple client requirements, documentation deliverables, and implementation priorities while maintaining accuracy and meeting established deadlines.
