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Implementation Specialist

5 months ago

Mesa, United States Versaterm Full time

Who We Are

For more than 40 years, Versaterm Public Safety has defined the future of public safety software, delivering success to agencies, large and small, with an end-to-end ecosystem of solutions from community engagement to case closure. Versaterm's dedication to public safety is demonstrated by an unwavering commitment to customer satisfaction, the development of innovative software solutions powered by advanced technologies, and a team dedicated to making a difference in the lives of those sworn to serve.

JusticeTrax, a Versaterm Public Safety company, has been a quality provider of Laboratory Information Management Solutions (LIMS) to forensic laboratories since 1995. Headquartered in the Phoenix suburb of Mesa, Arizona, we have the honor of serving some of the most sophisticated Law Enforcement Agencies and Crime Laboratories in North America, South America, the Caribbean, Europe, Australia, and the Middle East. We also provide data migration, custom report development, and specialized training.

JusticeTrax software is installed in nearly 200 forensic operations on six continents. Our LIMS-plus, LIMS-plus DNA, LIMS-plus Portal, ChainLinx, and other software solutions were designed by experienced forensic scientists and built for the criminal justice arena by our staff of computer engineers. Our applications are also constantly enhanced from the input of our staff and thousands of criminalists currently using the applications.

This is an exciting time for us We're currently experiencing significant growth, with increased sales and installations of our public safety products. So, join us as we continue to be innovative, focusing on creative, seamless solutions that allow our customers to focus on the communities they serve.

The Role

The primary function of the Implementation Specialist is to perform any implementation-related activities including training, on-site/remote troubleshooting, document production, and other customer support and administrative functions.

Key Responsibilities

Implementation

  • Conduct implementation, product training, and support for all JusticeTrax products
  • Analyze and interpret business processes and laboratory workflows to ensure requirements are met for product implementation
  • Gather, assess, and identify the training needs based on new product features to be implemented at the laboratory
  • Provide customer assistance and support through the JusticeTrax issue reporting portal(s)
  • Assist new and existing clients in redesigning their work processes to streamline operations and reduce backlogs by utilizing features available in JusticeTrax products
  • Provide appropriate and contractual customer training, including but not limited to system administrator and end-user training
  • Strive continually to complete assigned projects on time and within budgeted hours
  • Assist the DBA with data conversions/migrations as needed, including but not limited to helping customers identify field(s) in the application where data points will land, creating visual field mapping guides for the DBA, and advising customers on what data to maintain or discard
  • Record all bugs or enhancement requests identified by customers
  • Gather and implement all reporting requirements established under the contract or purchase agreement
  • Become familiar with the requirements of the contract with customers and those customers' business needs
  • Participate in end-of-implementation reviews as needed
Customer Service
  • Represent JusticeTrax to all outside contacts in a positive, professional manner
  • Consult with customers regarding their internal processes, alternative best practices, and ways to integrate JusticeTrax software into their business
  • Remain consistently up to date on new technologies and how to apply them to resolve customer needs
User Meetings
  • Work with the JusticeTrax team to prepare and present topics and training at annual user meetings
  • Manage and participate in the user meeting agenda scheduling and realization
Sales
  • Report any leads or suggestions in securing new work to the Business Development/Sales Departments
Software Testing
  • Perform thorough exploratory testing and user acceptance testing, as required for product release
  • Record defects in the issue tracking system
Qualifications
  • Familiarity with ANAB or ISO 9001 or other relevant Quality Systems Requirements standards
  • Two years' experience in Forensic Science or Information Technology, and at least two years' experience in customer service
  • Experience with providing professional training or instructor-led training sessions
  • Bachelor's Degree; concentration in Forensic Science/Computer Science or a related field preferred
  • Knowledgeable in the use of JusticeTrax or other LIMS products
  • Proficient in Microsoft Office applications
  • Working knowledge or familiarity with Crystal Reports and/or SQL skills
  • Possess basic project management skills
  • Skilled in troubleshooting software issues
  • Responsible for smaller-scale projects and less complex software deployments
  • Willingness to travel
  • Ability to personally achieve results, take ownership, and accept responsibility
  • Ability to manage multiple projects to achieve contractual requirements
  • Keen grasp of time management
  • Superb communication and interpersonal skills.


Equal Opportunity

Versaterm Public Safety is committed to building and supporting inclusion, diversity, equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact info@versaterm.com