Job Description

Join Z Software as a Customer Implementation Technician and play a key role in our customer onboarding and product implementations. This is a permanent full-time opportunity based in our Sydney office, Surry Hills.

Role Purpose

As the Customer Implementation Technician (Implementation Technician) at Z Software, you are responsible for delivering a smooth, well-coordinated onboarding experience for new pharmacy customers.

Working under the direction of the Implementation Team Lead, you support the end-to-end onboarding journey - from planning and readiness through to installation coordination, configuration, data migration, training, go-live and handover to BAU support.

This role focuses on clear communication, strong pharmacy workflow awareness, practical technical support, accurate documentation and timely escalation to ensure consistent implementation and onboarding outcomes and confident product adoption.

Key Responsibilities

• Onboarding Planning & Installation Readiness - Coordinate onboarding schedules, customer communications, internal activities and remote or onsite installation planning, confirming prerequisites, risks, access and readiness while keeping stakeholders informed of progress, blockers, next steps and customer impacts.
• Configuration & Data Migration Support - Support pharmacy-specific configuration, user roles, workflow settings and data migration activities, including extraction coordination, test loads, validation and customer follow-up, escalating complex conversion or technical issues with evidence and impact.
• Training & Go-live Support - Deliver practical remote and onsite training tailored to pharmacy roles, workflows and readiness, then support go-live activities, operational checks and hypercare so customers understand changes, workflows and support pathways.
• Issue Management & Handover - Triage onboarding issues, document findings, and escalate complex matters to the right teams, while preparing run sheets, configuration notes, handover records, support tickets and knowledge articles for BAU transition.
• Stakeholder Coordination & Improvement - Collaborate with Sales, Support, Product, Development, Implementations, pharmacy staff and third parties to keep onboarding activities aligned, capture feedback and recommend improvements that increase quality, speed and customer satisfaction.

About Us

Z Software is a Medem Group brand.

At Medem Group, we transform healthcare with innovative technology solutions that empower professionals to deliver better care. Our solutions, Z Software and Medi-Map, streamline workflows and improve efficiency for pharmacies, aged care, and healthcare providers across Australia and New Zealand.

We foster a collaborative environment where your ideas make a real difference. We focus on purpose-driven work that impacts healthcare outcomes while supporting growth and innovation.

About You

You are a customer-focused professional with experience in pharmacy environments and a strong understanding of pharmacy software. You are organised, detail-oriented and remain calm under pressure. You communicate clearly, adapt to different audiences and take a practical, solutions-focused approach to your work.

You are technically confident in supporting standard implementation activities and apply sound judgment to identify when to escalate more complex issues. You work collaboratively, take ownership of your responsibilities and are proactive in identifying opportunities to improve processes and the customer experience.

Key Competencies

• Pharmacy Workflow Knowledge – Demonstrates a strong understanding of pharmacy operations, workflows and the role software plays in supporting safe and efficient practice
• Planning & Organisation – Effectively manages time, priorities and competing demands, maintaining structure across multiple onboarding activities
• Technical Capability – Applies practical knowledge of systems, configuration and basic troubleshooting to support implementation activities
• Training & Facilitation – Communicates information clearly and adapts delivery style to support different learning needs and user confidence levels
• Problem Solving & Judgement – Approaches issues in a structured way, assesses available information and makes sound decisions on resolution or escalation
• Communication – Conveys information clearly, concisely and appropriately across a range of stakeholders, adjusting style as needed
• Attention to Detail – Maintains accuracy and consistency in documentation, processes and data handling
• Collaboration – Works effectively with others, builds relationships and contributes positively to shared team outcomes
• Customer Orientation – Demonstrates empathy, responsiveness and a commitment to supporting customer needs throughout onboarding`

Measures Of Success

Comprehensive Key Performance Indicators (KPIs) will be developed and reviewed annually in accordance with Z Software’s business and product implementations strategies and performance management framework, ensuring sustained alignment with business priorities and continuous performance improvement.

At a high level, success is demonstrated through:

• Onboarding Delivery - Customer onboarding activities are planned, coordinated and completed within the agreed scope and timelines.
• Readiness & Go-live Quality - Installation, configuration, data migration and go-live activities are supported with minimal avoidable rework.
• Customer Adoption - Pharmacy teams understand key workflows and can use Z Software products confidently after training and hypercare.
• Issue Escalation & Resolution - Onboarding issues are triaged promptly, documented clearly and escalated with useful context.
• Documentation & Handover - Handover records, run sheets and knowledge articles are accurate, complete and useful for BAU support.
• Stakeholder Alignment - Customers and internal teams receive clear updates, practical support and timely communication throughout onboarding.
• Continuous Improvement - Feedback and recurring issues are captured and used to improve onboarding processes and customer outcomes.

Why Join Us?

• Competitive, market-aligned remuneration package
• Flexible working arrangements to support work-life balance
• Opportunity to be part of our growth plans
• Professional development opportunities and career pathways
• Working with a great team while gaining exposure to new opportunities

Location: Flexible working arrangements are available from our office in Surry Hills, NSW, 2010, conveniently located with onsite parking available.

If you’re a skilled and proactive Customer Implementation Technician, passionate about working for a scaling business that is making a difference in the pharmaceutical, aged care & healthcare software industry, we’d love to hear from you!