Consultant

About the role

Accela is seeking a Consultant to join our Managed Services team. In this role, you will partner with large and complex government entities to provide Accela System Administration and System Enhancements for our SaaS clients. You will support all aspects of Accela Land Management or Business Licensing solutions, ensuring client success through proactive administration, enhancements, and technical troubleshooting. This role is ideal for someone with a strong IT and business systems background who thrives on problem-solving, customer success, and continuous learning within enterprise SaaS environments.

About Accela For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

Responsibilities

• Manage ticket intake and triage from customer contacts
• Monitor and oversee MAS support tickets, including routing and escalation
• Create, disable, or modify Accela platform user accounts and permissions
• Support service pack and release testing
• Provide proactive guidance on client-led testing for major releases
• Escalate advanced troubleshooting items when needed
• Build and modify workflows, business rules, and automations
• Develop and adjust fee calculations
• Configure and resolve urgent system issues
• Create and update reports (SSRS, Crystal Reports)
• Implement advanced scripting and automation for existing configurations

Requirements

• Strong communication skills with the ability to present technical concepts clearly
• High aptitude for complex problem analysis and resolution
• Strong organizational and time management skills; detail-oriented and self-driven
• Experience implementing and supporting the Accela Civic Platform
• Background in IT business analysis, design, development, testing, documentation, and system administration