Implementation Specialist

PURPOSE

Provides project leadership of client implementation and system application of document capture solutions to completion for ibml clients. This includes creating project plans, documenting specifications, software installation, training, and support.

ROLE AND RESPONSIBILITIES

• Lead customer implementation activities from project kickoff through go-live and Support handoff.
• Work with customers, Sales, Solutions Engineering, Support, and internal teams to understand project requirements.
• Review project scope, Statement of Work, Knowledge Transfer details, hardware configuration, software requirements, and customer readiness.
• Create, publish, and maintain accurate implementation plans for assigned projects.
• Assist with pre-installation planning, scheduling, technical readiness, and customer coordination.
• Install, configure, and test ibml hardware and software solutions in customer environments.
• Validate system configuration against project requirements, customer expectations, and documented scope.
• Troubleshoot implementation issues related to software, hardware, Windows, SQL databases, networking, scanning workflows, and customer environments.
• Conduct organized and effective training for customers, operators, administrators, and third-party support teams.
• Document testing results, project status, open issues, and completion milestones.
• Support customer acceptance, go-live activities, and transition to ibml Support.
• Provide feedback to Product Engineering and Software Development teams related to product enhancements, field issues, and customer requirements.
• Maintain current knowledge of ibml hardware, software, scanning platforms, and implementation best practices.
• Protect and properly manage company assets, tools, documentation, software, and intellectual property.
• Perform other duties as assigned by the Director of Professional Services.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor's degree in Business, Computer Science, Management Information Systems, or a related field; or equivalent work experience.
• Minimum of 5 years of experience in technical delivery, system integration, implementation, imaging systems, or solution support.
• Minimum of 2 years of experience in customer-facing project implementation, business systems, imaging equipment, or technical support.
• Strong knowledge of Windows operating systems.
• Working knowledge of Microsoft SQL Server and database concepts.
• Understanding of LAN/networking concepts, including IP addressing, permissions, connectivity, and basic troubleshooting.
• Ability to install, configure, test, and troubleshoot software and hardware solutions.
• Strong written, verbal, and interpersonal communication skills.
• Ability to work independently while traveling and manage priorities with limited supervision.
• Ability to manage multiple projects at the same time.
• Ability to travel up to 60%-70%, including occasional weekends based on project needs.
• Willingness to travel within North America, South America, and the Caribbean.
• Candidate must reside in the Birmingham, AL area.

ADDITIONAL NOTES

What's Helpful

• Basic knowledge of programming languages
• Any foreign language
• Some knowledge of ibml Scanning platforms

What Makes You Successful

An enjoyment of working with people and being an effective communicator are just two of the things that will make you successful. You will be expected to run multiple projects concurrently, dealing with changing priorities, always with a focus on the success of our customers. You will communicate with people at all levels of our customers' organization. So, you must be as comfortable discussing the big picture with the CEO and technical components with the systems administrator as you are going over the minute details with the ibml support team. Your ability to work independently while traveling and in the office is critical. Equally important is being able to work as part of the team, ensuring the success of the group.

Ultimately, an outstanding candidate should demonstrate sound technical knowledge and curiosity as well as exceptional analytical, communication, and customer service skills.