Job Description

The Implementation Project Manager on the Work Management team has a high level of customer interaction and works closely with other NISC teams. 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 products.

Responsibilities

• Provide superior customer support
• Conduct conversion analysis
• Determine expectations and timelines of the Customer’s/Member’s conversion process
• Prepare and monitor the multiple project management tools
• Identify gaps in features and functionality in software and oversee resolution
• Assist in document preparation
• Communicate with all parties involved in the enterprise implementation
• Compile and analyze business requirements
• Design and implement system set-up configurations
• Design and deliver training to the Member employees
• Utilize all implementation best practices
• Assist customers in all aspects of implementation
• Prepare Change Requests (CRs) and follow-up to resolution
• Perform research of difficult application problems
• Facilitate and follow up with Member/Customers on difficult requests and procedures
• Gather, maintain and audit Member/Customer information in the configuration database
• Utilize all support tools as directed
• Convey customer feedback to product development staff
• Perform on-site training or deliver remote application training
• Provide after-hours support when needed
• Prepare materials and deliver Member information Conference (MIC) sessions
• Assist in other implementation areas
• Participate on design teams
• Participate in testing of new product development or enhancements
• Travel to customer sites up to 12 weeks annually

Requirements

• 3-5 years of product usage or support/implementation 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
• Familiarity with other integrated applications and services
• Excellent verbal and written interpersonal and communication skills
• Excellent presentation and training skills
• Excellent telephone etiquette
• Excellent research and problem solving skills
• Strong PC skills
• Ability to effectively lead, influence and teach others
• Ability to organize and prioritize
• Ability to interact in a positive manner
• Ability to work independently, as well as in a team environment
• Ability to travel as often as necessary
• Commitment to NISC’s Statement of Shared Values
• High School diploma or equivalency required
• Bachelor’s Degree in a business-related field or equivalent experience preferred

Benefits

• No benefits