Traveling Field Implementation Analyst/Field Service Technician

Job Description

Job Description

Overview

TKC Holdings, Inc.—comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member. 

We are proud to be a military and veteran-friendly employer.

Responsibilities

Implementation Analysts learn Keefe proprietary software applications and work with a range of different teams and project managers to implement, deploy, and train customers on a combination of cloud and hosted legacy applications. Successful deployments are accomplished by managing the projects tasks throughout the entire project life cycle. During the course of assigned projects, Implementation analysts configure applications, validate custom client setups, provide remote training, work with external vendor integrations, and travel onsite to customer locations. The Implementation Analyst position involves extensive customer interaction and execution of deliverable tasks, following information gathering, analysis, and mapping of the client’s workflow and processes.

Travel up to 75% of the time.

Essential Functions, Duties, and Responsibilities

• Execute and deploy customer project work plans and transition plans.
• Hands on configuration of various software / technologies / services / interfaces on Keefe Group hardware for delivery and deployment at customer sites.
• Execute hardware, software, and new technology upgrades and maintenance of Keefe Group systems deployed to customer sites and regional distribution centers.
• Prioritize and manage multiple complex projects within time, technical, and resource constraints.
• Develop training session plans that are designed to enrich the knowledge and understanding of the Keefe Group proprietary software and technologies to specific end user audiences.
• Execute varying levels of training to Keefe Group customers at customer facilities nationwide on the use of Keefe Group systems products.
• Execute training to Keefe Group operations staff when new technologies and/or upgrades are introduced.
• Configure and execute systems integration projects based on varying customer needs from initiation to completion.
• Document all service, training, configuration, and upgrade activities.
• Provide escalation help to the support team concerning customer project deployments involving new and existing software / hardware technologies.
• Provide advanced problem solving, troubleshooting, and system consultation as needed to customers.
• Provide recommended accounting guidelines within the Keefe Group proprietary financial software along with assistance in customer financial reconciliation / balancing.
• Provide solutions and input on project problems and challenges.
• Direct the work of our onsite vendors relating to the installation of our hardware.
• Other duties as determined by the needs of the business.

This role may involve the need to enter a correctional facility. That facility may require additional screens before allowing you to enter the premises. Your continued employment is contingent on passing these requirements.

Qualifications

• Six to twelve months minimum experience as a Keefe Group IT Support Analyst; or an Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Pro-active self-starter who can work well with people at all levels both inside and outside of the Keefe Group Organization and the correctional facility in a professional manner
• Ability to work in a correctional environment
• Strong oral and written communication skills supporting a required ability to articulate clear ideas and strategies
• Excellent presentation skills and comfort in leading groups
• Strong analytical, problem solving/troubleshooting, and project management skills
• Knowledge of IBM DB2 database software and various versions of Windows Server Operating Systems preferred
• Computer literacy to include advanced capabilities in tools such as Microsoft Word, Excel, Visio, Pivot Tables, and other web-based applications
• Ability to travel on business as required
• Valid driver’s license