Implementation Specialist

Responsibilities:

Implementation Planning & Delivery:

• Own the end-to-end implementation plan for each client - scope, milestones, department sequencing, cutover date, and go-live readiness criteria.
• Run discovery sessions at each facility to map existing clinical, pharmacy, laboratory, records, and billing workflows, and document how our solution will be configured to fit them.
• Take clean handover from Sales and Presales at contract signature, and hold the customer to agreed timelines and dependencies.
• Track and report implementation status, risks, and blockers to internal stakeholders and client project sponsors.

System Configuration & Data Migration:

• Configure the solution per facility, including service and tariff catalogues, departments, user roles and permissions, HMO / NHIA payer setup, and reporting templates.
• Plan and execute patient and clinical data migration from paper registers, spreadsheets, or incumbent EMR systems.
• Own data quality throughout migration - deduplication, record mapping, validation, and formal client sign-off before go-live.
• Support patient identity enrolment and consent capture at the facility, and escalate identity-matching edge cases to the Product team.

Training & User Adoption:

• Deliver role-based training to records officers, nurses, doctors, pharmacists, laboratory scientists, billing officers, and hospital management.
• Produce facility-specific quick reference guides, standard operating procedures, and short training materials.
• Identify and equip internal super-users and champions so each facility can sustain the system without permanent vendor presence.
• Monitor adoption after go-live and intervene where departments are reverting to legacy processes.

Go-Live & Post-Live Support:

• Be on site for go-live and hypercare, providing floor-walking support through the first live clinic days.
• Triage and resolve incoming support issues, distinguishing configuration and user-error cases from genuine product defects.
• Log, reproduce, and escalate defects to Engineering with clear steps, evidence, and business impact.
• Own support SLAs, ticket hygiene, and client-facing communication on the status of every open issue.
• Conduct scheduled health checks and adoption reviews with live accounts, flagging renewal risk early.

Process & Product Feedback:

• Act as the structured voice of the field inside the business, surfacing recurring pain points, feature requests, and workflow gaps to Product.
• Build and continuously improve reusable implementation assets - playbooks, configuration checklists, migration templates, and training curricula - so each deployment is faster than the last.
• Contribute implementation effort and complexity estimates to Presales during scoping and pricing discussions.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Health Informatics, Nursing, Medical Records, Laboratory Science, or a related field.
• 2 - 4 years of experience in software implementation, deployment, technical account management, or application support, preferably on complex multi-user business systems (HMIS / EMR, ERP, LIS, insurance, or banking core systems).
• At least one deployment personally owned end to end at a client site, from discovery through go-live. This matters more to us than years of service.
• Working knowledge of Nigerian hospital operations - patient flow, medical records, HMO / NHIA authorisation and claims, billing, and revenue cycle.
• Strong practical data skills: confident with Excel / CSV at scale and able to read and write basic SQL for validation and reconciliation.
• Demonstrated ability to train non-technical users, including senior clinicians and hospital management.
• Candidates from a hospital records, nursing, laboratory, or pharmacy background with less software experience will be considered where they have led a system rollout or process change inside a facility.

Skills & Attributes:

• Calm and methodical under operational pressure - able to hold a live clinic together during a difficult go-live morning.
• Exceptional attention to detail, particularly around data integrity and configuration accuracy.
• Strong written communication - implementation plans, status reports, and defect reports that others can act on without a follow-up call.
• Patient and credible trainer, able to adapt the same explanation for clinicians, administrators, and front-desk staff.
• Highly organised, able to run multiple client implementations at different stages concurrently.
• Customer-centric and outcome-driven, with a bias toward adoption rather than sign-off.
• Collaborative across Sales, Presales, Product, and Engineering teams.
• Willingness to travel across Nigeria and to work extended hours during go-live periods as required.

Benefits:

• A competitive salary for the position will reflect the experience of the successful candidate and responsibilities within the company.
• Friendly, pleasant, and creative working environment
• Pension
• Leave allowance,
• Healthcare coverage including family
• Development Opportunities and others