[Hiring] Implementation & Hypercare Specialist @Alera Group

Role Description

Join Alera Group's Transformation Office and help guide our Employee Benefits teams through a major enterprise transformation. This is a temporary, project-based contract opportunity expected to last approximately two years, supporting offices as they prepare for, transition to, and adopt new enterprise systems and standardized business processes.

As an Implementation & Hypercare Specialist – Employee Benefits, you'll serve as a key resource for offices throughout the implementation lifecycle—from readiness and go-live through post-launch stabilization. You'll help colleagues understand new systems and workflows, reinforce training, troubleshoot issues, and ensure teams have the support they need to successfully transition to new ways of working.

You'll partner closely with Implementation Leads, Technical Trainers, Data Migration Specialists, and local Data & Change Champions throughout each implementation.

Responsibilities

• Serve as a primary resource for Employee Benefits offices before, during, and after implementation.
• Help office teams understand new system functionality, workflows, processes, and enterprise standards.
• Assess office readiness and identify areas requiring additional support before go-live.
• Reinforce training through hands-on coaching, guidance, and ongoing user support.
• Help colleagues transition from legacy processes to standardized enterprise workflows.
• Provide hands-on hypercare support during post-go-live stabilization, triaging questions and coordinating resolution of issues.
• Partner with technical teams, business SMEs, and implementation resources to resolve escalated issues.
• Gather user feedback and identify recurring issues, adoption challenges, training needs, and opportunities for improvement.
• Support multiple office implementations and hypercare periods while maintaining documentation, issue logs, and readiness updates.

Qualifications

• Required: 3–5+ years of experience supporting software implementations, system rollouts, business process changes, or technology adoption initiatives.
• Experience providing end-user support within a business or enterprise application environment.
• Strong communication and relationship-building skills.
• Ability to explain complex concepts in a clear, user-friendly manner.
• Strong problem-solving and organizational skills.
• Ability to manage multiple priorities in a fast-paced transformation environment.
• Preferred: Insurance industry experience, particularly Employee Benefits.
• Experience with BenefitPoint or other agency management/business platforms such as Zywave/BKB, Gen4, Applied Epic, Dynamics, or TAM.
• Experience supporting change management, user adoption, training, or post-go-live stabilization.
• Experience working with cross-functional implementation teams.

Requirements

• Employment Type: Temporary Contract (Hourly).
• Duration: Approximately 2 years.
• Schedule: Full-time.
• Work Arrangement: Remote with travel as needed.
• Compensation: The anticipated hourly rate for this contract position is $75.00–$100.00 per hour, based on experience, qualifications, and relevant expertise.

Benefits

• Play a hands-on role in a large-scale enterprise transformation.
• Support offices through implementation, go-live, and post-launch stabilization.
• Work across implementation, training, data migration, operations, and change teams.
• Help colleagues successfully adopt new systems, processes, and ways of working.

Additional Information

• This role is primarily remote, with travel to Alera Group offices or project locations as needed to support implementation, go-live, and hypercare activities.
• The role may support multiple office implementations and hypercare periods simultaneously, requiring flexibility during key implementation and go-live periods.
• We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
• Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.