The SaaS Project Manager oversees our incident response process, ensures communication is provided during and after an incident. Works with SaaS engineering to ensure responsiveness and manage through the IR process. Leads efforts to perform data collection from internal servers. Will have in depth knowledge of the protocols and process and write up root cause analysis. This position will also provide from time-to-time Technical Project management for our deployment team and manages the implementation of Tyler software for new and existing accounts.
Responsibilities
- Performs data analysis and presents findings during IR
- Manage incident timelines
- Document processes, data collection.
- Report root cause analysis.
- Stays informed on current security concerns.
- Develop the implementation project plan and officially start projects by conducting kick-off meetings with clients and other staff as needed. Project plans outline the scope and schedule as well as each party’s responsibilities and mutual commitment to contribute adequate resources to follow the plan.
- Manage and assume responsibility for aspects of projects related to delivery of client software and services including:
- Acquiring and coordinating necessary resources to meet project needs.
- Planning and tracking project activity.
- Guiding the client through release planning in support of the overall project schedule.
- Tracking project hours and submitting project progress reports by due dates when necessary.
- Managing scope and time to meet client commitments.
- Managing communication throughout the team and stakeholders.
- Managing the quality of project team deliverables.
- Documenting and reporting status and issues.
- Identifying, reporting and managing risks; overcoming project obstacles.
- Acting as a client liaison and representative communicating client feedback to appropriate Tyler representatives; acting to resolve outstanding issues on behalf of client in a timely manner.
- Conduct planning sessions with the necessary client’s appropriate functional staff to create a series of documented management plans that specify the project plan and scope.
- Ensure that resources are scheduled and monitor progress to ensure compliance with the project plan, immediately notifying affected parties of any schedule changes.
- Use departmental sites/calendars/systems to publish a summary of key dates and issues to all Tyler employees involved in the project, such as development, implementation, support, and other project managers.
- Communicate completion of milestones to clients and secure formal acceptance from them.
- Communicate with the implementation staff and management regularly, ensuring timely delivery of schedules; relaying personnel, client, contract, and departmental issues; and responding to directives that are issued to meet department goals.
Qualifications
- Bachelor’s degree, or comparable work experience.
- Typically a minimum of three years of experience as an implementation professional (or equivalent/like experience). Solid and proven project management experience essential.
- Work toward obtaining PMP certification and maintain status after certification.
- Software life cycle and enterprise software knowledge.
- Excellent planning, organizational skills and ability to follow-through until process are completed.
- Exceptional customer service skills.
- Excellent verbal and written communication skills to articulate technical and non-technical information to various audiences including management.
- Proficiency using computers and exposure to IT infrastructure components.
- Strong decision making and problem-solving skills.
- Strong analytical ability, particularly in a technical environment.
- Proficient in Microsoft Office products.
- Demonstrated ability to prioritize and complete multiple tasks in a fast paced, technical environment.
- Demonstrated ability to maintain a positive, professional attitude.
- Strong negotiation, conflict resolution, and persuasion skills.
- Valid driver’s license.
- Ability to travel.
