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Senior Implementation Support Specialist

Job Description

The Senior Implementation Support Specialist is responsible for leading project(s) facilitating the efficient on-boarding of new clients to the JDA warehouse management system (WMS) and creating and maintaining excellent working relationships with our clients and internal partners.

Reporting to the Senior Application Support Manager and directing an IT team assembled for the project, the Implementation Leader will be responsible for on-time, on-budget delivery, including IT project management, system design, configuration, documentation, testing, escalation/resolution of client concerns, training, implementation and hand-off to support. This will include projects to enhance efficiency for continuing clients in addition to implementation of new clients.

Responsibilities include –

  • Set up new client(s) in the JDA WMS
  • Enhance or upgrade current client instances operating on the JDA WMS
  • Work with client, operations, engineering, process development and data/information solution teams to ensure IT provides configuration, processes, reporting, training and documentation with outstanding effectiveness in accordance with PMO policies
  • Lead IT teams comprised of application integrators, EDI integrators, infrastructure specialists, developers and other IT related SME’s
  • Ensure the functional design and delivered solutions meet user requirements
  • Represent IT in project status meetings
  • Act as PM, SA, BA or other capacity as required, if the project does not have a dedicated resource
  • Investigate solutions for the management team regarding applications issues and client requirements
  • Discuss unique system requirements with internal and client team members and help resolve issues
  • Manage user training as required for the implementation or enhancement and provide user documentation

Key Accountabilities –

  • Assist the project team in gathering knowledge about business processes from clients with the goal of effectively defining project scope, customer requirements, creating budget and timelines
  • Deliver projects on time within scope and on budget while keeping stakeholders apprised of the project status and securing change requests as required
  • Develop effective solutions
  • Participate in and contribute to customer and internal meetings
  • Monitor compliance with policies and standards
  • Maintain good working relationships with Clients, Business Development, Engineering and Finance
  • Anticipate and resolve (project, design, timing, budget or resource) issues before they cause schedule delays, escalating when required
  • Track and provide project status, budget and audit reports
  • Keep senior leaders up-to-date with project opportunities and risks
  • Conduct post-implementation reviews

Key Relationships

  • An IT team is created for each project.


  • Operations, Business Development and Engineering staff lead new business opportunities and IT staff participate. For existing customers, IT often collaborate directly with the customer IT staff.
  • Experience and expertise with JDA warehouse management system (Red Prairie WMS)
  • Project management and customer liaison experience
  • Easily builds strong working relationships, works cooperatively and collaboratively with other team members
  • Resourceful with a sense of urgency and works well under deadlines and pressure
  • Quality and detail-oriented
  • Able to recognize potential problems, initiate appropriate preventative action
  • Exceptional interpersonal and customer service skills
  • Bachelor’s degree in Computer Science related discipline or equivalent education and/or experience + good desktop skills
  • Must have a minimum of 5 years of related experience

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