About the Role
Monocles Digital Solutions Ltd provides software implementation, digital transformation, business-process improvement, data services and operational technology support to organisations across different industries.
We are looking for an organised, technically confident and customer-focused Implementation Specialist to support the successful delivery and adoption of our digital systems and business solutions.
The successful candidate will gather customer requirements, coordinate implementation plans, configure systems, support data preparation and manage user testing and training activities. You will work closely with customers, project managers, technical teams and operational stakeholders to ensure that each implementation is completed accurately, efficiently and according to agreed requirements.
This mid-level position is suitable for candidates with experience in software implementation, customer onboarding, business analysis, project coordination, systems support or digital transformation.
Key Responsibilities
- Implementation Planning: Prepare implementation schedules, task lists, milestones and resource requirements for assigned customer projects.
- Requirements Gathering: Work with customers and internal stakeholders to understand business processes, system needs and expected outcomes.
- System Configuration: Configure approved system settings, workflows, user permissions and operational features according to documented requirements.
- Customer Onboarding: Guide new customers through implementation stages, required documentation, system access and agreed responsibilities.
- Data Preparation: Support data collection, validation, formatting, migration and reconciliation activities.
- Project Coordination: Coordinate tasks between customers, project managers, developers, support teams and external service providers.
- User Acceptance Testing: Prepare test scenarios, coordinate testing sessions and document defects, feedback and required corrections.
- Issue Management: Record implementation issues, investigate causes and coordinate appropriate technical or operational resolutions.
- Training Delivery: Conduct system demonstrations and user-training sessions for customer employees and internal teams.
- Documentation: Prepare configuration records, implementation guides, process notes, training materials and customer handover documents.
- Progress Reporting: Provide clear updates regarding milestones, risks, outstanding actions and implementation status.
- Stakeholder Communication: Maintain professional communication with customers and internal teams throughout the delivery process.
- Risk Identification: Identify potential delays, data issues, technical limitations and operational risks and escalate them promptly.
- Quality Assurance: Check that configured solutions and implementation deliverables meet approved requirements and quality standards.
- Go-Live Support: Support final readiness checks, system launch activities and early post-implementation assistance.
- Process Improvement: Recommend practical improvements to implementation procedures, documentation and customer onboarding workflows.
What We Are Looking For
- At least 2 years of experience in software implementation, systems support, customer onboarding or a related position.
- Experience coordinating customer-facing technology or business-change projects.
- Strong organisation, planning and time-management skills.
- Ability to gather, assess and document customer and operational requirements.
- Experience working with configurable software, digital platforms or business systems.
- Good understanding of implementation, testing and deployment processes.
- Strong analytical and practical problem-solving abilities.
- Excellent written and spoken English.
- Professional and confident customer communication skills.
- Strong attention to detail and accurate documentation abilities.
- Confidence using Microsoft Word, Excel, PowerPoint, Outlook and collaborative digital platforms.
- Ability to explain technical information clearly to non-technical users.
- Ability to manage several implementation activities and meet agreed deadlines.
- Dependable, collaborative and customer-focused approach to work.
Preferred Qualifications
- Qualification in Information Technology, Business Information Systems, Business Management or a related subject.
- Experience working for a software, technology-services or digital-transformation company.
- Familiarity with customer-relationship management, enterprise-resource-planning or workflow-management systems.
- Experience supporting data migration, system integration or configuration activities.
- Familiarity with Agile, Waterfall or hybrid project-delivery methods.
- Experience using Jira, Confluence, Monday.com, Microsoft Project or similar platforms.
- Knowledge of application programming interfaces and basic system-integration concepts.
- Experience preparing user guides and delivering software-training sessions.
- Familiarity with data protection, information security and responsible data handling.
- Professional certification in project management, business analysis or software implementation.
- Experience supporting multiple customer implementations at the same time.
Pay: £41,000.00-£46,000.00 per year
Benefits:
- Additional leave
- Flexitime
- Sick pay
Work Location: In person
