Training and Implementation Specialist II - Insight

Description Summary:

A Training and Implementation Specialist II - INS is responsible for software implementation, data validation, training, and post-implementation support for Insight (our Business Intelligence and Budget / Forecast tool). This team member works with each customer to develop a customized training plan, then executes the plan to ensure a successful product rollout and create efficiencies in the customer’s operational processes. Outside of training and implementation, this team member is responsible for building custom dashboards, serving as a primary point of escalation, identifying and troubleshooting bugs, and entering enhancement requests.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

• Serve as the customer’s primary point of contact and project manager for the duration of each implementation.
• Create customized training plans by gathering specific business requirements from customers.
• Facilitate the establishment of key data feeds between third party vendors and M3.
• Train customers on Insight’s Business Intelligence module and Insight’s Budget & Forecast module.
• Ensure initial accuracy of data in collaboration with customers.
• Train customers to maintain data integrity in Insight post-implementation.
• Periodically facilitate group webinars for customers in need of supplemental training.
• Build custom dashboards and complete special projects for customers upon request.
• Create and maintain support documentation for customers and M3 employees.
• Possess and maintain a high level of skill in building complex functions and formulas, then customizing functions and formulas to meet the unique reporting needs of customers.
• Possess and maintain a firm understanding of the data model that supports Insight behind the scenes.
• Possess and maintain a working knowledge of reporting, budgeting, and forecasting practices in the hospitality industry.
• Possess and maintain targeted cross-product knowledge of Accounting Core (our proprietary accounting software) and Labor Management (our proprietary time and attendance tool).
• Be highly capable of consistently and quickly receiving and digesting new information.
• Stay abreast of all releases, to adjust applicable training processes and materials as the product changes.
• Identify and troubleshoot bugs, then provide repro steps to the Insight Support Team.
• Enter enhancement requests and participate in discussions about product improvement.
• Employ a high level of interpersonal and communication skills to effectively deliver customer requests.
• Participate in training activities to maintain technical currency and broaden product knowledge.
• Train and mentor new Training and Implementation Specialists – INS, with periodic reviews of their work for accuracy.
• Generate process improvement ideas, then participate in planning and implementing them alongside team members.
• Handle minor customer complaints, with the intention of preventing further escalation.
• Complete other duties as assigned.
  
  
  

Education/Training/Experience:

• 1 to 3 years of experience in a directly related position preferred.
• Bachelor’s Degree in Hospitality Management or Accounting (or an equivalent combination of education and experience) preferred.
• Strong analytical and problem-solving skills.
• Ability to balance and manage several projects at varying stages of completion at once.
• Ability to work in a time-critical environment and possess a sense of urgency.
• Ability to be flexible and adaptive to rapidly changing business needs and processes.
• Excellent interpersonal and communication skills.
• Ability to speak and write in English, articulately and professionally.
• Strong knowledge of a variety of computer software applications in word processing and presentation software (Microsoft Word, Microsoft PowerPoint, etc).
• Strong Excel skills preferred.
• Specific certifications and trainings adding to the global experience of this professional welcomed.
• Ability to build and maintain positive business relationships with co-workers and other business contacts.
  
  
  

Physical Requirements:

• Ability to sit and / or stand for extended periods.
• Ability to work in an office setting, sitting or standing at a computer workstation.
• Ability to work the majority of the day using the computer, telephone and basic office equipment.
• Ability to perform work on a computer for extended periods.
• Ability to travel periodically in representing the company’s interests required.
• Ability to work a full-time position during normal office hours, as well as some time on weekends and evenings when projects or scheduling requirements dictate the need.
• May be required to work unconventional hours or shifts, weekends, holidays.
• Ability to work a hybrid in-office / remote schedule that is determined by the company.
• Ability to bend and lift up to 25 lbs.