We are a not-for-profit social enterprise dedicated to improving public services through innovation, technology, and consultancy. Our flagship digital products help councils transform the way they work with care providers and manage services efficiently.  

We’re launching a new Brokerage solution designed to transform how local authorities source and manage adult social care placements. This product will support faster, more transparent decision-making and enable better outcomes for citizens.  

Role Purpose 

As an Implementation Analyst, you will play a key role in delivering successful customer implementations of our Brokerage solution. 

This is a customer-facing role — you’ll work closely with local authority teams to understand their processes, configure their system to meet local needs, and help them get up and running confidently. If you have an appetite for exceeding customer expectations and delivering meaningful impact to public services – this role is for you! 

You’ll be supported by a Business Analyst who leads discovery and requirements capture, but you’ll quickly take ownership of your own configuration tasks, customer onboarding activities, and early support interactions. 

This is an excellent opportunity for someone who is highly organised, confident with digital systems, and keen to build their skills in implementation, delivery, and customer engagement.  

Key Responsibilities 

• Configure customer systems — including forms, workflows, and data extracts — to meet local authority requirements. 

• Support discovery workshops and interviews with customers, capturing information about local processes and translating it into clear configuration tasks. 

• Document requirements and configuration decisions in an organised and structured way. 

• Test new features and configurations prior to release, working closely with the product team. 

• Support customer onboarding — including setup, guidance, and responding to queries during early adoption. 

• Act as a bridge between customers and the product team, communicating issues and feedback clearly. 

• Contribute to user guidance, training materials, and implementation resources. 

• Track delivery progress against agreed milestones and flag any risks or blockers. 

• Ensure billable time is accurately recorded and contributes directly to successful project delivery. 

What We’re Looking For 

• Strong communication skills and confidence engaging with customers. 

• Highly organised with excellent attention to detail. 

• Comfortable learning and working with digital systems and structured workflows. 

• A proactive and responsible approach to work — able to follow through on commitments. 

• Ability to work both collaboratively and independently within a small team. 

• Experience working in a professional environment (e.g. implementation, operations, customer support, or project delivery). 

Desirable (Not Essential) 

• Experience implementing or supporting software systems. 

• Familiarity with local government, social care, or public services. 

• Experience documenting processes or contributing to training/onboarding. 

• Knowledge of collaboration or project tools such as Jira, Confluence, or Miro. 

What We Offer 

• Local Government Pension Scheme (LGPS). 

• Electric vehicle salary sacrifice scheme. 

• 30 days holiday per annum. 

• Mission-driven work improving public services. 

• Flexible and remote working. 

• Support and training to build your skills and progress your career. 

• A friendly, professional, and collaborative team culture. 

• Opportunity to work directly with councils and shape how the product is delivered. 

• Real responsibility from day one — all team members work on externally billable projects. 

• Private Medical – Vitality

How to Apply:

Send your CV and a short statement outlining why you’re interested in this role to sherif.attia@iese.org.uk.

We welcome applicants from all backgrounds and are committed to building an inclusive team.