Managed Services Consultant

CentralSquare Technologies•,

2d•Onsite

About The Position

The Managed Services Consultant will serve as the primary technical advisor for CAD/Mobile systems, focusing on system health, performance, and operational workflows. This role involves proactive maintenance, issue triage, product support coordination, and lifecycle management, including upgrades and patches. The consultant will integrate directly into the agency's team, providing regular reporting and strategic recommendations to ensure continuous improvement and long-term system reliability. This position requires deep familiarity with the customer's operational environment and close collaboration with both the agency and internal CentralSquare teams, including Sales and Engineering.

Requirements

Expert guidance on system health, performance, operational workflows, and best practices for CAD/Mobile systems.
Understanding of agency operational context, processes, and priorities.
Oversight of system health checks, environment reviews, and performance analysis.
Guidance on routine maintenance activities (backups, statistics management, replication, configuration).
Proactive issue identification and implementation of preventive strategies.
Evaluation of CAD performance components (SQL, GIS data, network, hardware).
Triage of CAD and Mobile issues during business hours.
Coordination of issue resolution or escalation.
Creation and management of support tickets.
Oversight of ticket progress, resolution, escalation, and communication.
Coordination with CentralSquare Support, Engineering, and internal teams.
Planning and coordination of upgrades, application patches, and lifecycle events.
Conducting pre-upgrade assessments, risk reviews, and testing.
Documentation of upgrade test results and validation of post-deployment stability.
Advising on high availability strategies, architectural refinements, and system reliability.
Integration into agency teams with consistent communication.
Participation in scheduled meetings and provision of status reporting.
Maintenance of a Services Implementation Plan (SIP).
Provision of recommendations for continuous improvement.
Serving as a designated subject matter expert (SME) for the assigned agency.
Collaboration with Sales for leadership meetings.

Responsibilities

Serve as the agency’s primary CAD/Mobile technical advisor, providing expert guidance on system health, performance, operational workflows, and best practices.
Understand the agency’s operational context, processes, and priorities to ensure the system supports real-world public safety needs.
Participate in planning discussions with agency leadership and CentralSquare to align system improvements with operational goals.
Oversee recurring system health checks, environment reviews, and performance-based analysis, coordinating with agency technical staff on findings and recommended actions.
Guide and advise on routine maintenance activities including backups, statistics management, replication, and user/vehicle/unit configuration, ensuring agency staff execute to standard.
Identify potential issues through proactive monitoring and collaborate with the agency to implement preventive strategies.
Evaluate components affecting CAD performance including SQL, GIS data, network conditions, and hardware.
Serve as the central point of contact to the customer’s support staff, triaging CAD and Mobile issues during business hours and coordinating resolution or escalation as needed.
Create and manage support tickets within CentralSquare’s support system when issues require escalation beyond the consultant’s direct resolution.
Oversee all ticket progress, ensuring timely resolution, escalation, and communication back to the agency.
Coordinate effectively with CentralSquare Support, Engineering, and internal teams.
Collaborate with the customer to plan and coordinate upgrades, application patches, and lifecycle events.
Conduct pre-upgrade assessments, risk reviews, and testing in nonproduction environments.
Document upgrade test results, validate post-deployment system stability, and ensure smooth transitions.
Advise the customer on high availability strategies, architectural refinements, and long-term system reliability improvements.
Integrate directly into the agency’s team with consistent touchpoints and structured communication.
Participate in regularly scheduled meetings and provide weekly and monthly status reporting.
Maintain an ongoing Services Implementation Plan (SIP) reflecting goals, work streams, risks, and progress.
Provide recommendations based on observations and trends, ensuring continuous improvement of CAD and Mobile operations.
Serve as CentralSquare’s designated subject matter expert (SME) for the assigned agency, maintaining deep familiarity with the customer’s operational environment, configuration, and priorities.
Collaborate with Sales to plan, coordinate, and facilitate periodic leadership meetings between the customer’s leadership team and CentralSquare executive leadership, ensuring alignment, preparedness, and follow-through on strategic actions.