Implementation Specialist

Key Responsibilities

• Lead client-facing meetings to gather, clarify, and validate business and technical requirements while guiding stakeholders toward standard Fragomen integration solutions.
• Serve as the primary point of contact for assigned integration projects.
• Drive integration projects from kick-off through go-live and stabilization.
• Guide legal teams and clients toward alignment with Fragomen’s standard integration solutions while ensuring business requirements are met.
• Configure flat-file integrations in test and production environments.
• Validate integrations for formatting, mapping accuracy, and data integrity.
• Maintain detailed implementation documentation.
• Monitor, troubleshoot, and resolve production issues in collaboration with internal teams and clients.
• Identify root causes of integration or production issues rather than addressing only surface-level symptoms.
• Participate in the shared production support model, including incident triage, troubleshooting, stakeholder communication, and coordination of issue resolution.
• Participate in an on-call support rotation and provide occasional off-hours support for critical production incidents and high-priority integration issues.

Delivery & Client Leadership Expectations

• Accountable for ensuring integration projects are delivered on time, within scope, and aligned with client expectations and standard Fragomen integration solutions.
• Proactively manage timelines, milestones, risks, and stakeholder communications across all phases of implementation.
• Demonstrate situational awareness during meetings by identifying integration impacts, risks, and dependencies that may not be explicitly stated.
• Escalate risks and blockers early while proposing practical, solution-oriented paths forward.
• Evaluate how proposed changes, client requests, or new requirements may impact downstream systems, existing integrations, data integrity, and operational workflows.
• Take initiative to drive projects forward without requiring step-by-step direction.
• Serve as a trusted partner to legal teams and external clients, maintaining professionalism, discretion, and credibility in high-visibility environments.
• Build trust through responsiveness, reliability, and consistent follow-through.
• Contribute to the resolution of production incidents by coordinating with internal teams, communicating status updates to stakeholders, supporting root cause analysis, and helping implement corrective actions.

Required Experience

• 3+ years of experience leading client-facing implementations from requirements through production support.
• Prominent ability to manage multiple concurrent deliverables in a fast-paced, deadline-driven environment.
• Demonstrated experience supporting production issue resolution, including incident triage, root cause analysis, stakeholder communication, and coordination across technical and business stakeholders.
• Experience supporting business-critical production integrations in a client-facing environment.
• Strong data analysis and troubleshooting capabilities.
• Bachelor’s degree in a technology-related field preferred.
• Comfortable working closely with remote teams in virtual environments.

Technical Skills & Application Knowledge

• SQL
• Microsoft Office Suite
• FTP toolsets

Additional Experience That Would Be Beneficial

• XML / XSL
• PowerShell
• PGP / GPG Encryption