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 a major Tier1 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 24/7/365 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.

The consultant will be deeply integrated with the agency’s operational and technical teams, functioning as an embedded partner who understands their workflows, constraints, and objectives. They will help anticipate operational needs, coordinate with CentralSquare resources, and ensure the agency is positioned for ongoing stability, efficiency, and long-term success.

This is a remote role with periodic onsite travel to support agency operations in Central U.S. time zone.

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.

System Administration & Proactive Maintenance

• Perform recurring system health checks, environment reviews, and performance-based analysis.
• Conduct routine maintenance tasks including backups, statistics management, replication, and user/vehicle/unit configuration updates.
• 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 first point of contact for CAD and Mobile issues during business hours. 
• Troubleshoot operational problems, support the agency’s internal help desk, and triage issues requiring deeper investigation.
• Create and manage support tickets within CentralSquare’s support system.
• 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

• 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.

• 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 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).