Implementation Specialist

FacilityOS; Annapolis (MD); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Comprehensive health coverage

Hybrid work environment

Advancement opportunities

Catered events

Birthday and Life Celebrations

Two annual parties

Job summary

FacilityOS in Annapolis, MD, is hiring a Customer Implementation & Rollout specialist. You will lead end-to-end customer implementations from kickoff to go-live and hypercare, define plans and milestones, and keep projects on track while coordinating with IT, Security, Facilities, and Compliance.

You’ll act as a technical expert for FacilityOS software and hardware, support technical discovery, diagnose issues, assist with data onboarding, and use SQL to validate records and integrations.

Qualifications

• 2+ years in customer-facing digital roles (Implementation, Support, or Professional Services).
• Experience managing multiple customer projects with timelines and dependencies.
• Strong troubleshooting across software, hardware, and networking.
• Familiar with Zendesk, Gainsight, Salesforce, Notion, Scribe, and MS Office.
• Knowledge of databases and basic SQL queries.
• Ability to perform PC software/hardware installations and device setup.
• Interest in AI for support or automation is a plus.

Responsibilities

• Lead end-to-end customer implementations from kickoff to go-live and hypercare.
• Define implementation plans, timelines, milestones, and success criteria.
• Configure FacilityOS solutions to match customer workflows, security requirements, and site-specific needs.
• Drive rollout readiness across stakeholders (IT, Security, Facilities, Reception/Front Desk, Compliance).
• Provide structured handoff documentation to Support/CS after go-live (configuration summary, known risks, escalation paths, environment notes).
• Identify recurring implementation friction and propose process improvements to increase speed, quality, and scalability.

Skills

Customer-facing roles

Implementation management

Technical troubleshooting

SQL basics

Networking basics

Project coordination

Tools

Zendesk

Gainsight

Salesforce

Notion

Scribe

Microsoft Suite

Job description

About FacilityOS

FacilityOS is a fast-growing company redefining how facilities operate—bringing safety, security, and daily operations into one unified platform used by organizations around the world.

As we continue to scale globally, we’re building a team of driven, curious people who want to make an impact. You’ll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum.

If you’re looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career.

This is a hybrid position in our office in Annapolis, Maryland, where you’ll be required to be in the office at least three days a week with the flexibility to work from home the remaining days if desired.

What You’ll Be Doing

Customer Implementation & Rollout

• Lead end-to-end customer implementations from kickoff through go-live and hypercare.
• Define implementation plans, timelines, milestones, and success criteria; keep projects on track and customers informed.
• Configure FacilityOS solutions to match customer workflows, security requirements, and site-specific needs.
• Drive rollout readiness across stakeholders (IT, Security, Facilities, Reception/Front Desk, Compliance), ensuring adoption and operational continuity.)

Technical Configuration & Troubleshooting

• Serve as a technical expert for FacilityOS software, hardware (iPads, printers, mobile computing devices, barcode scanners, thermal printers, and other peripheral devices), mobile apps, and integrations.
• Support customer technical discovery (network/Wi‑Fi, device provisioning, permissions, integrations) and identify risks early.
• Diagnose complex issues during implementation, reproduce bugs, document findings, and coordinate resolution.
• Assist with data onboarding (imports/migration), validation, and mapping; ensure data quality prior to launch.
• Use SQL and database concepts to validate records, troubleshoot data issues, and confirm integration outcomes.

Training, Enablement & Documentation

• Deliver customer training (live sessions, recorded content, and tailored enablement) for admins and end users.
• Create and maintain internal and customer-facing documentation: implementation guides, configuration playbooks, rollout checklists, and FAQs.
• Act as the coordination point between Professional Services, Support, Engineering, and QA during implementations.
• Provide structured handoff documentation to Support/CS after go-live (configuration summary, known risks, escalation paths, environment notes).
• Identify recurring implementation friction and propose process improvements to increase speed, quality, and scalability.

Experience & Technical Skills

• 2+ years in customer-facing digital roles (Implementation, Technical Support, Professional Services, Solutions Consulting), ideally supporting enterprise clients and hardware/software products.
• Proven ability to manage multiple customer projects simultaneously, including timelines, dependencies, and stakeholder communication.
• Strong troubleshooting skills across software, hardware, and networking (Wi‑Fi, Bluetooth, Ethernet, firewall/proxy constraints, basic MDM familiarity a plus).
• Experience with tools like Zendesk, Gainsight, Salesforce, Notion, Scribe and Microsoft Suite; comfortable working in ticketing + project-tracking environments
• Knowledge of databases and how they integrate with other platforms; experience or knowledge of basic/intermediate SQL queries (e.g., joins, filtering, validating imports).
• Ability to perform PC software/hardware installations and device setup, including loading applications and hardware drivers.
• Interest in AI for support/enablement or process automation is a plus.

Implementation / Project Management Skills (Additions)

• Comfortable running implementation calls: kickoff, technical discovery, configuration workshops, training, and go-live readiness.
• Ability to define scope, manage change requests, and set/maintain expectations to avoid implementation drift.
• Strong documentation habits: requirements capture, decision logs, risks/issues tracking, and clear next steps after every customer touchpoint.
• Experience working with customer IT/security stakeholders and translating requirements into technical configuration steps.

Soft Skills

• Strong problem-solving and creative thinking.
• Excellent time management, prioritization, and ability to drive work to closure.
• Confident communicator who can translate technical topics for both technical and non-technical audiences.
• Collaborative, team-oriented mindset with a customer‑first approach.
• Patient and empathetic approach—especially during high-stakes go-lives and escalations.

Why work at FacilityOS?

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

• Comprehensive health coverage
• A Hybrid work environment
• Opportunity for advancement and growth
• Catered Events, Snacks, Drinks – You won’t go Hungry!
• Birthday and Life Celebrations
• Two annual parties in a year

FacilityOS Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in the location in which you applied.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications. These tools assist the recruitment team but do not replace human judgment. All advancement and hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us or click here.

FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.