Managed Services Consultant

CentralSquare is a leading provider of mission critical public safety solutions. We are seeking an experienced Consultant to provide operational and advisory services to an enterprise level public safety agency. This role delivers proactive operational guidance, lifecycle management support, organizational change management assistance, and strategic advisory services for CentralSquare’s Enterprise CAD and Mobile systems within a complex, high demand public safety environment. This is not a system administration position; the customer maintains dedicated technical staff. Instead, this role focuses on advising and guiding the agency to support their operational priorities—ensuring they are prepared for updates and upgrades, helping them streamline processes, optimizing system usage, and supporting organizational readiness and adoption efforts. This is a remote role with periodic onsite travel to support agency operations in the Eastern U.S. time zone. 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.