The Professional Services Specialist on the Work Management team has a high level of customer interaction and works closely with the conversion team and team’s software engineers in resolving issues. You are responsible for performing software implementations for Member/Customers, managing the implementation project, providing application support to customers, validating and verifying the accuracy of the converted data, training personnel on all aspects of the application, answering questions on function and usage of product via the telephone, e-mail, or on-site.
Work Management Solutions is NISC’s Mobile Workforce, Enterprise AppSuite, SmartTrack and work management software, which provides electronic management of service order tasks in the office as well as the ability to receive, work and complete tasks in the field. Learn more about Work Management here.
Provides superior customer support to internal and external customers in all encounters.
Conduct conversion analysis.
Determine expectations and timelines of the Member’s conversion process.
Prepare and monitor the Software Implementations lifecycle (SILC).
Identify gaps in features and functionality in software and oversee resolution.
Identify changes required for conversion of data.
Complete and prepare conversion documents.
Reconcile converted totals and month-end balancing.
Oversee the standardization of artifacts used in the SILC.
Add and enhance artifacts with team lead’s assistance.
Assist in document preparation.
Communicate with all parties involved in the enterprise implementation
Compiles and analyzes business requirements and evaluates Member/Customers’ operational processes to prepare for software application conversions, migrations, and/or new implementations.
Designs and implements system set-up configurations for Member/Customers performing independently and proficiently.
Designs and delivers training to the Member employees to prepare for “live” week.
Utilizes all implementation best practices and artifacts for all implementation projects.
Assists customers in all aspects of implementation including troubleshooting, training, and on-going support.
Prepares Change Requests (CRs) and follow-up to resolution.
Performs research of difficult application problems, resolves issues for Member/Customers and recommends changes or enhancements as directed.
Facilitate and follow up with Member/Customers on difficult requests and procedures.
Gather, maintains and audits Member information in the configuration database.
Utilizes all support tools as directed.
Conveys customer feedback to product development staff as appropriate.
Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
Provides after hours support.
May prepare materials and deliver National IT Learning Center classes.
May prepare materials and deliver Member information Conference (MIC) sessions.
May be called upon to assist in other implementation areas.
May be called upon to participate on design teams.
May be called upon to participate in testing of new product development or enhancements.
Will be required to travel to customer sites as often as necessary to meet the business objectives.
Desired Job Experience:
Generally requires 3-5 years of product usage or support/implementation experience either at NISC or similar related experience.
Basic knowledge of NISC's products’ features and functionality.
Basic knowledge of other integrated Utility industry applications and services.
Basic knowledge of Project Management processes and theory.
Basic knowledge of Service Level Management (SLM) best practices.
Basic knowledge of the Utility industry.
Familiarity with the Utility or Telecom industry, including the operations and business requirements a plus
Familiarity with other integrated applications and services.
Excellent verbal and written interpersonal and communication skills.
Excellent presentation and training skills
Excellent telephone etiquette and an ability to deal effectively with Member/Customers.
Excellent research and problem solving skills with a strong attention to detail.
Strong PC skills.
Ability to effectively lead, influence and teach others.
Ability to organize and prioritize.
Ability to interact in a positive manner with internal and external contacts.
Ability to work independently, as well as in a team environment
Ability to travel as often as necessary to meet the goals and objectives of the position.
Commitment to NISC’s Statement of Shared Values.
Desired Education and/or Certification(s):
??High School diploma or equivalency required
Bachelor’s Degree in a business-related field or equivalent experience preferred
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.