Implementation Specialist

Fragomen•Ontario, CA

2d•Hybrid

About The Position

Fragomen is seeking an Implementation Specialist to join our Client Data Integration team. This role supports the successful delivery of client data integration implementations from initial requirements through post-go-live support, working closely with senior team members and stakeholders. The Implementation Specialist combines technical expertise with strong business acumen and professional judgment. This individual is entrusted to represent the Client Data Integration team with credibility and discretion when working with legal teams and external clients. The role requires the ability to understand not only how integrations function, but why they matter, identifying risks, dependencies, and downstream impacts that may arise during client and partner discussions. This is not a purely technical configurator role. The Implementation Specialist contributes to maintaining project momentum, proactively identifying issues and partnering with senior team members to resolve them. Success in this role requires technical depth, professional maturity, strong judgment, and a proactive mindset. The Implementation Specialist plays a key role in protecting Fragomen’s operational stability and client trust.

Requirements

3+ years of experience leading client-facing implementations from requirements through production support.
Proven 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.
SQL
Microsoft Office Suite
FTP toolsets

Nice To Haves

XML / XSL
PowerShell
PGP / GPG Encryption

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.
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.