Responsibilities:
Operational & Technical Advisory
- 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.
Operational Health & Proactive Maintenance
- 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.
Issue Triage & Product Support Coordination
- 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.
Lifecycle Management & Upgrade Support
- 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.
Engagement Model, Communication & Integration
- 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.