[Hiring] Implementation Specialist @CSI

Role Description

The Implementation Specialist is responsible for supporting the successful planning, installation, configuration, testing, conversion, and implementation of CSI's NuPoint core banking solutions and related technologies. This role serves as a key liaison between customers, core providers, vendors, and internal CSI teams to ensure implementations are completed accurately, on schedule, and with a high level of customer satisfaction. The position combines customer-facing project coordination responsibilities with hands-on technical implementation work. The Implementation Specialist assists with software deployments, data conversions, user setup, troubleshooting, testing, training, and go-live activities while helping customers successfully transition to CSI solutions.

What You'll Do

• Customer Communication & Project Coordination
  • Serve as a primary point of contact for assigned implementation projects.
  • Communicate effectively with bank leadership, end users, vendors, core providers, and internal CSI teams.
  • Coordinate implementation activities, project milestones, and customer expectations throughout the conversion process.
  • Gather and document customer requirements and project information.
  • Communicate project risks, status updates, and implementation recommendations to appropriate stakeholders.
  • Build strong working relationships with customers and internal business partners.
  • Coordinate resources and escalate issues when additional expertise is required.
• Data Conversion & Implementation Support
  • Coordinate with financial institutions and their existing core providers to obtain customer data files required for conversion and testing.
  • Download, transfer, and distribute customer files using FTP and other secure file-transfer methods.
  • Track conversion deliverables and ensure required files are received on schedule.
  • Support customer conversion planning, preparation, execution, and validation activities.
  • Configure test-bank environments to support customer testing and validation.
  • Set up users, permissions, and system access in both testing and production environments.
  • Identify, document, and escalate conversion issues requiring additional review.
• Software Installation & Configuration
  • Install, configure, and support NuPoint software and related ancillary applications.
  • Assist with hardware, workstation, and peripheral installations at customer locations.
  • Configure software, system settings, and application environments according to project requirements.
  • Validate hardware and software functionality prior to customer testing and production conversion.
  • Coordinate implementation activities with engineering, support, and infrastructure teams.
  • Maintain knowledge of CSI products, implementation processes, and technology solutions.
• Troubleshooting & Technical Support
  • Troubleshoot workstation, application, connectivity, hardware, and software issues during implementations and conversions.
  • Perform first-level issue triage and determine appropriate resolution paths.
  • Work with NetOps, SecOps, Managed Services, customer IT teams, and third-party vendors to resolve technical issues.
  • Support customers during testing, conversion weekends, and go-live activities.
  • Escalate unresolved issues to appropriate technical teams while maintaining customer communication.
  • Assist in maintaining stable customer environments throughout implementation activities.
• Training & Go-Live Support
  • Guide customers through testing and validation activities.
  • Deliver training and knowledge-transfer sessions to end users and customer stakeholders.
  • Support implementation, go-live, hyper-care, and transition activities.
  • Provide initial post-conversion support and assist with issue resolution.
  • Coordinate successful transitions to CSI support teams following implementation completion.
  • Help ensure customers are fully prepared to operate their new environment successfully.
• Documentation & Project Delivery
  • Maintain implementation documentation, configuration records, testing results, and project notes.
  • Document completed work, technical changes, issues, resolutions, and customer requirements.
  • Support project schedules, milestones, and implementation deliverables.
  • Assist in developing runbooks, knowledge-base materials, and implementation documentation.
  • Complete assigned work according to customer, project, budget, and timeline expectations.

Qualifications

• Minimum of 1-2 years of relevant IT, technical support, implementation, help desk, desktop support, systems administration, or related experience.
• Associate degree, technical certification, trade-school education, or equivalent combination of education and experience.
• Strong verbal and written communication skills.
• Ability to communicate effectively with technical and non-technical audiences.
• Customer-service mindset with strong relationship-building skills.
• Demonstrated troubleshooting and problem-solving abilities.
• General knowledge of computer hardware, software, operating systems, and networking fundamentals.
• Experience installing, configuring, or supporting software applications and end-user systems.
• Familiarity with file transfers, FTP concepts, and basic technical file management.
• Strong organization, time-management, and project-coordination skills.
• Proficiency with Microsoft Office applications.
• Ability to learn new technologies, products, and implementation processes.
• Willingness and ability to travel approximately 40-50%.

Preferred Qualifications

• Banking or financial institution experience.
• Core banking implementation or conversion experience.
• NuPoint experience.
• Experience supporting software implementations or technology deployments.
• Customer-facing implementation, training, or consulting experience.
• Familiarity with data conversion, testing, and go-live activities.
• Experience working with managed-service providers, infrastructure teams, or customer IT organizations.

Travel Requirements

Travel is expected to average approximately 40-50% depending on implementation schedules and customer needs. Travel generally consists of two-to-five-day customer visits occurring several times per month and may fluctuate based on conversion activity and project demand.

What Success Looks Like

• Successful implementation and conversion outcomes.
• Customer satisfaction throughout the implementation lifecycle.
• Accurate and timely completion of implementation deliverables.
• Effective troubleshooting and issue resolution.
• Strong communication with customers, vendors, and internal teams.
• Quality of implementation documentation and project records.
• Successful completion of testing and go-live activities.
• Effective coordination of CSI resources and customer stakeholders.
• Ability to learn and grow within CSI's evolving implementation organization.