Implementation Support Analyst

ABOUT THE COMPANY

Direct Care Innovations (DCI) is a Software as a Service (SaaS) provider offering a state-of-the-art business management platform designed uniquely for Medicaid service providers. Our software gives providers the power of their data through automation to reduce overtime, increase utilization, and control their budget. This allows us to achieve our mission of providers being able to put money back in the hands of direct care workers. Among many benefits to working here, we offer medical, dental, and vision coverage, generous paid time off, and incentive bonuses to those who qualify. All of this makes DCI a great and fulfilling place to work.

OVERVIEW AND ESSENTIAL JOB FUNCTIONS
The Implementation Support Analyst is responsible for assisting with the implementation and project management of all DCI products. This includes the discovery, assessment, gap analysis, configuration, imports, and testing. In addition, this position is required to assist in some sales and support of the software.

• Meeting with clients following the sale of software packages to collect data and other information required to customize software systems
• Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems
• Communicating with clients throughout the software customization process to obtain feedback and approval
• Customizing software systems based on clients’ individual needs and specifications
• Data conversion and loading data into customer environment
• Perform application support by monitoring and responding to support tickets
• Perform application testing as required
• Educating clients on how to use purchased software systems and customized system features
• Creating a specialized document for each client, detailing all customizations made
• Installing customized software systems and all necessary components
• Ensuring that the project team is aware of key deliverables and project milestones
• Providing cost and time estimates to clients who require additional customizations to be done
• ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly

GENERAL KNOWLEDGE AND SKILLS

• Proven experience working as an Implementation Specialist
• Sound technical knowledge
• Proficiency in all Microsoft Office applications, especially Excel
• The ability to multitask effectively
• The ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Excellent organizational and time management skills
• Exceptional communication and customer service skills
• Detail-oriented

MINIMUM QUALIFICATIONS

• 3-5 years of software support and implementation experience
• Bachelors of Science preferred or equivalent experience

PREFERRED QUALIFICATIONS

• Project Management Professional (PMP) Certified through Project Management Institute (PMI)

DCI is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If you require reasonable accommodation for any part of the application process or hiring process, please submit your request through one of the following methods listed below:

(a) Dedicated fax 866-268-8885
(b) Dedicated email hrdept@riseservicesinc.org DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail - 4554 E Inverness Ave Mesa, AZ 85206- Attn Human Resources
(d) Dedicated phone 1-866-242-2714 Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY