Implementation Specialist

IMPLEMENTAITON AND ADOPTION SUCCESS SPECIALIST

Property Solutions Group - San Diego, CA

Who we are: 

PSG is dedicated to getting good people good jobs. If you’re seeking a career in Accounting, IT, Business Systems, Human Resources/Recruiting, Clerical, skilled or professional jobs, we may be looking for you.

What you’ll do includes, but not limited to: 

Content Strategy & Management 

• Facilitate content development by working with subject matter experts to identify content needs and elicit knowledge for documentation 
• Create standardized templates and repeatable processes for announcing and publishing recurring activities such as property onboarding, employee events, and system implementations 
• Establish content 'onramps' for recurring business activities to encourage relevant and up to date information 
• Develop and maintain a content style guide that defines standards for grammar, company voice, tone, etc. 
• Establish governance rules for recurring content with clear approval workflows 
• Implement controls to measure style guide adherence and content quality 
• Curate and manage knowledge bases for system configurations, best practices, and troubleshooting procedures 
• Design user-friendly materials that translate technical processes into business-friendly language 
• Establish content governance and version control processes to ensure accuracy and relevance 
• Develop interactive training modules and self-service resources for various user skill levels 

Implementation Project Management 

• Support cross-functional implementation of business systems and technology initiatives across PSG and client organizations 
• Develop detailed implementation roadmaps and customer success playbooks with clear milestones, success criteria, and timelines 
• Collaborate with Business Systems and other departments (Marketing, HR, Accounting, etc.) to ensure smooth rollouts, focusing on clear communication, cohesive processes, and understanding the purpose behind implementations 
• Monitor implementation progress and proactively address potential obstacles or delays 
• Manage stakeholder communications and expectations throughout implementation phases 
• Conduct post-implementation reviews to capture lessons learned and refine processes  

User Adoption & Change Management 

• Support the Director and other leaders in comprehensive change management strategies for business applications and process implementations 
• Monitor user adoption metrics and identify patterns of resistance or obstacles to success 
• Develop targeted intervention strategies to address low adoption rates or user concerns 
• Create communication plans that keep stakeholders informed and engaged throughout changes 
• Build relationships with key users and champions to facilitate organizational buy-in 
• Conduct user feedback sessions and surveys to continuously improve adoption strategies  

Intranet, Documentation & Knowledge Management 

• Own and manage Intranet-related projects and content, ensuring successful implementation and maintenance.  
• Collaborate with department heads to align Intranet initiatives with organizational goals, providing guidance and support for adoption and utilization. 
• Work with third party consultants to support technical needs of Intranet and content management 
• Maintain centralized documentation systems for all implementation processes and outcomes 
• Document best practices, lessons learned, and standardized methodologies for future implementations 
• Create and maintain process flow diagrams, decision trees, and troubleshooting guides 
• Establish knowledge transfer protocols to preserve institutional knowledge 
• Develop and maintain FAQ databases and user support resources 
• Ensure documentation accessibility and usability across different technical skill levels  

Stakeholder Success & Support 

• Serve as a point of contact for department heads and key users during system implementations 
• With direction and support from the Director of Business Systems, maintain and enforce clear rules around content or configuration-related decisions  
• Provide guidance and oversight to other content contributors across departments using established style guidelines to ensure consistency and quality 
• Build and maintain relationships with stakeholders across PSG and client property management companies 
• Gather ongoing feedback on system performance and identify opportunities for improvement 
• Advocate for end user needs in system design and process refinement discussions 
• Provide ongoing support and guidance to ensure continued success post-implementation 
• Facilitate training sessions and workshops to build internal capabilities  

Process Optimization & Continuous Improvement 

• Analyze implementation outcomes and identify areas for process enhancement 
• Develop metrics and KPIs to measure implementation and adoption success 
• Create standardized methodologies for different types of system rollouts 
• Research industry best practices and emerging trends in implementation management 
• Recommend system enhancements and process improvements based on user feedback and performance data 
• Support regional expansion initiatives by ensuring scalable implementation processes 

Required Skills and Abilities:

Technical Expertise 

• Proficiency with SharePoint, Power Automate, and content management systems 
• Experience with project management methodologies and tools 
• Strong technical writing and instructional design capabilities 
• Knowledge of business process mapping and documentation techniques 
• Understanding of change management principles and methodologies 
• Familiarity with property management systems and operations (preferred) 

Business Acumen 

• Ability to translate technical requirements into business value and user benefits 
• Experience with stakeholder management and cross-functional collaboration 
• Knowledge of training and adult learning principles 
• Focus on long-term adoption and success 

Professional Capabilities 

• Excellent project management and organizational abilities 
• Strong analytical and problem-solving skills with attention to detail 
• Exceptional written and verbal communication skills 
• Ability to explain complex concepts to diverse audiences with varying technical backgrounds 
• Advanced facilitation and presentation skills 
• Experience with data analysis and performance metrics (preferred) 

Personal Attributes 

• Self-motivated with ability to work independently while collaborating effectively with teams 
• Requires a high level of emotional intelligence and listening skills 
• Proactive approach to identifying and addressing implementation challenges 
• Customer service oriented with focus on user experience and success 
• Adaptable and resilient in dynamic environments with changing priorities 
• Strong empathy and patience when working with users experiencing change 
• Continuous learner who stays current with industry trends and best practices 

What you’ll need: 

• Bachelor's degree in Business Administration, Communications, Project Management, Instructional Design, or related field 
• Demonstrated ability to translate technical concepts into business-friendly processes and documentation 
• Experience supporting technology implementations in business environments 
• Demonstrated success with Intranet and content management initiatives
• Experience working with multiple stakeholder groups and cross-functional teams 

Language Skills

Ability to read, analyze, and interpret technical documentation, business procedures, and industry publications. Ability to write clear, comprehensive policies and procedures, training materials, process documentation, and user guides. Ability to effectively facilitate meetings, present to diverse audiences, and communicate complex technical concepts in accessible language. 

Who you are:

• Focused with high attention to detail
• Curious and proactive
• Growth-oriented and well-organized
• Disciplined and self sufficient
• A strong communicator

What’s in it for you:

• Medical, Dental, and Vision Insurance
• Life Insurance
• Paid Time-Off/Holidays
• 401(k) Retirement Plan
• Employee Assistance Program