Implementation Specialist

Description

SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 4,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace by leveraging automation, analytics, and AI. 

As we continue to grow, we’re looking for an Implementation Specialist to lead the end-to-end adoption of SysAid’s solutions, helping global customers maximize value from day one while gaining hands-on experience with ITIL best practices and shaping ITSM transformations.

Responsibilities

Project Leadership & Client Engagement

• Lead end-to-end implementation projects for SysAid ITSM and ESM solutions.
• Manage project plans, timelines, and deliverables, ensuring alignment with client goals.
• Act as the primary point of contact for clients, fostering strong relationships and clear communication.
• Conduct client workshops to gather business requirements, align expectations, and showcase SysAid’s capabilities.

Solution Design & Configuration

• Design and configure solutions to meet client needs, including workflows, integrations, and reporting.
• Collaborate with internal teams on customizations and system integrations.
• Test and validate configured solutions with clients to ensure quality and functionality.

Training & Enablement

• Deliver engaging training sessions to end-users and administrators.
• Provide support during the go-live phase to ensure a smooth transition.
• Empower clients to maximize SysAid’s value by sharing best practices and adoption strategies.

Continuous Improvement

• Track progress, identify risks, and mitigate issues to ensure successful project outcomes.
• Gather client feedback to refine implementation methodologies.
• Share insights with the product team to support ongoing improvements.
• Stay up-to-date with ITSM industry trends and SysAid product updates.

Requirements

• 1+ years of experience in ITSM or related software implementation/consulting.
• Strong organizational and project management skills; ability to manage multiple projects simultaneously.
• Familiarity with ITSM platforms (SysAid, ServiceNow, Jira Service Management, etc.) and industry best practices.
• Experience in process design and workflow automation; exposure to APIs or system integrations is a plus.
• Excellent communication and presentation skills, with a client-first mindset.
• Strong problem-solving abilities and adaptability in dynamic environments.
• Bachelor’s degree in IT, Computer Science, Business Management, or related field (preferred).
• ITIL Foundation certification (preferred).
• Language skills: Fluent in English; Spanish is a strong plus.