Member Support Industry Consultant - Engineering & Operations

About This Job:

The Member Support Industry Consultant – Engineering and Operations is a highly technical and advanced position that is viewed as a subject matter expert and trusted adviser by our Members and all internal NISC teams. This position handles and coordinates resolution of highly complex, escalated, and advanced software challenges to Member satisfaction.  This includes working with the executive level in our Member offices.

Software supported by this position includes NISC developed suite of engineering products which promote operational efficiency in our Member’s offices.  This software represents the entire outage lifecycle - Outage Management System (OMS), Multi-channel messenger, SmartHub, Mapping, and AppSuite.  The Industry Consultant exercises a high degree of creativity and judgement and reports to the Manager of Member Support.  A background in electrical engineering, technical support, dispatcher job role, and electric cooperative industry is necessary for success in this position.

 What you will do as an Industry Consultant?

• Assist Members in all aspects of application support for NISC developed suite of engineering products - Outage Management System (OMS), Multi-channel messenger, SmartHub, Mapping, and AppSuite via phone, e-mail, or cases assigned via NISC iVUE Support system.
• Responsible for resolution of complex, high priority, and escalated software challenges.
• Perform root cause research, analysis, and remediation of Member outage events as recorded in Outage Management System.
• Take an active role in advancing the knowledge of our engineering and operations support team through mentoring and training.
• Serve as key escalation point of contact for Member critical items, often working with Member executive team.
• Serve as Incident Response Coordinator for major regional outage events that affect multiple Members.
• Perform either on-site or remote deep dive analysis for our Members in the form of best practice and review of the Outage Management System.
• Collaborate with all Member support departments on the integration points between engineering products and the rest of NISC application suite.  Collaborates with third parties on external integration points.
• Proactively monitor application support issues and identify patterns.  Collaborate with development and quality engineering teams to proactively address these issues.
• Assist with software release processes including contributing Member provided input and give feedback on software design.
• Provide escalated support, including after-hours, for NISC engineering and operations support team.  Provide accurate suggestions for next best troubleshooting steps.
• Document solutions as NISC Community articles and whitepapers for our Members and engineering and operations support team.
• Represent engineering and operations support team on the NISC Community, at NISC Workshops, the Member Information Conference, Advisory Committees, Member visits, and deliver presentations at Industry events.
• Provide on-going communication to Member and NISC executive teams.
• May require travel to Member site on short notice.

Desired Job Experience/Knowledge:

• 10+ years’ experience in an electric engineering field and/or electric cooperative industry.
• 5+ years’ experience in advanced troubleshooting of software applications, including interfaces to third party systems.
• 5+ years’ experience managing customer escalations.
• Mastery of NISC’s Engineering and Operations products’ features and functionality.
• Mastery of other integrated Utility industry applications and services.
• Demonstrated technical leader, problem-solver, and subject matter expert.

Important Skills/Abilities:

• Proven commitment to Member satisfaction.
• Excellent problem-solving skills and attention to detail.
• Excellent verbal and written, communication skills.
• Excellent interpersonal skills.
• Proven ability to work independently, as well as in a team environment.
• Ability to lead initiatives across the organization.
• Ability to effectively adapt to change.
• Strong organization and prioritization skills.
• Provide ability to interact in a positive manner with internal and external contacts.
• Provide ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
• Commitment to NISC's Statement of Shared Values.

Desired Education and/or Certification(s):

• ​​High School diploma or equivalency required
• Bachelor’s Degree in an engineering related field.
• Industry Certification

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.