This position is responsible for supervising professional services personnel who are engaged in providing occasional on-site support and training to Members on NISC’s products and for managing large-scale software implementations and conversions projects. This position includes a high level of customer interaction including working with members to schedule projects and acting as an enterprise sponsor for many projects. Has the highest level of customer application knowledge.
Supervises all activities of assigned personnel.
Maintains the Software Implementation Life Cycle to ensure the highest service standards are achieved. Is accountable for customer satisfaction for implementations.
Provides direction on the continuous development of the products, processes, and services provided.
May be asked to manage implementation projects on occasion.
Schedules and assigns resources as needed.
Ensures project hours and implementation caps are tracked and accurately billed, along with appropriate monthly software license fees.
Supports utilization of all implementation best practices and artifacts for all implementation projects.
Manages projects according to all NISC established project management guidelines.
Oversees the implementation of all assignments provided by NISC resources necessary for a successful conversion and execution of the project plan on time and on budget.
Works closely with Support Team Leads to successfully transition members into support.
Provides superior customer service to our Members in all encounters.
Reviews change requests generated by implementation group.
Serves as a resource of information for all direct reports to include passing on information received from upper management as needed.
Promotes and maintains a high-quality, professional, service-oriented company image among users and direct reports
Coordinates and supervises training as well as delivers training and mentoring of assigned personnel.
Analyzes current implementation processes, recommends improvements, and implements process efficiencies.
Participates in presentations to large or small audiences on any NISC’s products and services.
May be called on to design, develop, and conduct Learning Center classes and Member Information Conference (MIC) sessions.
May serve as a design analyst on NISC applications to provide direction and insight on new system development and existing application improvements.
Prioritizes projects assigned to team members and ensuring assignments of staff are followed through efficiently, accurately and within budget.
Maintains the highest service standards from staff members in all customer encounters and is accountable for customer satisfaction.
Researches, analyzes, and resolves Member/Customer issues.
Communicates daily with each direct report to stay abreast of all team projects and ensure communication of those projects with necessary areas exists.
Assists in planning of the future projects for the department and work with the other departments to prioritize projects and adjust resources to fit those project needs.
Ensures that all information is appropriately entered and utilized in the iVUE Support tool
Assists in the selection and hiring of new employees.
Prepares and delivers performance evaluations to all direct reports.
Deals with all personnel issues according to NISC policy to include delivering any disciplinary action, providing performance counseling, and creating an atmosphere that is conducive to high quality work and effective team interactions.
Other duties as assigned.
Desired Job Experience:
Generally requires eight to ten years of experience to include five years in a leadership or supervisory role. Previous experience in utility or telecom industry a plus.
Mastery of all applications supported by direct reports.
Mastery of other integrated applications and services.
Mastery of Project Management processes and theory.
Mastery of Service Level Management (SLM) best practices.
Advanced knowledge of the Utility or Telecom industry, including the operations and business requirements.
Knowledge of the operational processes and technical needs of members being supported.
Knowledge of the utility and telecommunications industries as related to NISC customers.
Superior verbal and written interpersonal and communication skills.
Superior presentation and training skills.
Superior telephone etiquette and an ability to deal effectively with Member/Customers
Superior research and problem solving skills that include innovation and the ability to identify long-term solutions that influence NISC full Member/Customership.
Excellent employee relations skills to include the ability to lead people, set clear expectations, and manage employee performance effectively.
Excellent training and mentoring skills.
Strong Member orientation.
Strong PC skills.
Ability to think strategically and engage in long-term planning.
Ability to perform problem analysis and problem resolution at both a strategic and functional level.
Ability to negotiate and collaborate effectively.
Ability to deal with personnel conflict effectively.
Ability to manage the day-to-day operations of a team engaged in a high volume of work.
Ability to be effective in a fast paced environment.
Ability to organize and manage multiple priorities within critical deadlines.
Ability to effectively lead, influence, teach and mentor others.
Ability to identify key performance indicators and define sound business process.
Ability to perform problem analysis and problem resolution at a functional level.
Ability to effectively manage change.
Ability to interact in a positive manner with internal and external contacts.
Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
Ability to travel as often as necessary to meet the goals and objectives of the position
Commitment to NISC's Statement of Shared Values.
Four-year degree in business-related field or comparable experience.
Desired candidate would have leadership experience and applied knowledge in the electric utility industry preferably in the areas of AMI (Automated Meter Infrastructure), AMR (Automated Meter Reading), and/or MDMS (Meter Data Management System).
National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member-Owners who are primarily utility cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions.
At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries..
Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as:
Internet bill payment and presentation
Graphical and mobile mapping systems
Activity costing systems
Energy deregulated billing
Telecommunications switch provisioning and many others
NISC and its subsidiaries employ more than 1,200 individuals in four cities (Lake Saint Louis, Mo., Mandan, N.D., Shawano, Wis. and Cedar Rapids, Iowa). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.