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 via Microsoft Team’s, e-mail, or on-site.

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.
• Compiles and analyzes business requirements.
• Designs and implements system set-up configurations.
• Designs and delivers training to the Member employees.
• Utilizes all implementation best practices.
• 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.
• Facilitate and follow up with Member/Customers on difficult requests and procedures.
• Gathers, maintains and audits Member/Customer information in the configuration database.
• Utilizes all support tools as directed.
• Conveys customer feedback to product development staff.
• Perform on-site training or deliver remote application training.
• Provide after-hours support when needed.
• 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.
• 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 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.
• 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