Managed Services Consultant

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.

Qualifications:

• Computer Science, Information Systems, Engineering, or equivalent experience.
• 7+ years in technical consulting, enterprise system administration, or public safety system support.
• 3–5 years supporting Public Safety operations (Police, Fire, EMS), ideally with CentralSquare Enterprise CAD/Mobile.
• Strong understanding of SQL Server, TCP/IP networking, large LAN/WAN environments, and system performance optimization.
• Experience with GIS data and systems preferred.
• Experience with VM-based infrastructure and cloud-hosted environments preferred.
• Ability to communicate effectively with dispatchers, technical staff, operational leadership, and executive stakeholders.
• Strong analytical and problem-solving skills with a consultative mindset.
• Ability to travel periodically (estimated 6–8 trips per year).