Implementation Project Manager - Customer Engagement Solutions

This position will include implementing multiple solutions as a member of the Professional Services Customer Engagement Implementation team. Success will be achieved by understanding Members goals, and helping them realize the value of the software in pursuit of those goals. Your individual success comes from the success of the larger team, resulting in a satisfied member. Therefore, teamwork within your direct team, the enterprise implementation team, and the development team is imperative. While teamwork is our key to success, much of the time will be spent on independent work done in pursuit of the success of the team and member.

Daily work includes providing member training using Teams, configuration of software on the members local server and in our NISC Cloud, and research for solutions while engaging the member. The implementation process will follow our Project Management methods and use tools for organization and reporting. To ensure the member has a positive experience, you will use professional communication and relationship building. Learning our software integration points across our many business areas will require collaboration in many areas within our organization.

This position reports to a Professional Services Team Lead. Works closely with the Service implementation team and other internal team members in resolving technical project and software transition and conversion issues. This position is responsible for performing NISC software implementations for members, managing the implementation project, providing application support to members, 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 onsite. Regular travel is not required for this position.

Essential Functions:

• Provides superior customer support to internal and external customers in all encounters.
• Deliver expectations and timelines of the Member’s conversion process.
• Prepare and monitor the Project Plan.
• Identify gaps in features and functionality in software and oversee resolution.
• Identify changes required for configuration of data.
• Complete and prepare conversion documents.
• 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.
• Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
• 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.
• Utilizes all support tools included required project management tool as directed.
• Conveys customer feedback to product development staff as appropriate.
• Provides after hours support.
• May be called upon to assist in other implementation areas.
• Other duties as assigned.

Desired Job Experience:

• Generally, requires 1-5 years of product usage or support/implementation experience either at NISC or similar related experience.
• Familiarity with the Utility or Telecom industry, including operations and business requirements.
• Basic knowledge of Project Management processes and theory.
• 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 personnel.
• Ability to work independently and in a team environment.
• Ability to travel to meet the goals and objectives of the position if necessary.
• Commitment to NISC’s Statement of Shared Values.

Desired Education and/or Certification(s):

• Bachelor’s Degree in a business-related field or equivalent experience preferred.

Minimum Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.

Disclaimer:

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.