Release Coordinator

For more than 50 years, NISC has worked to develop technology solutions for our customers, who we call our “Members”. Those Members are comprised primarily of 900+ utility and broadband companies across the country and abroad, and we strive to provide services and technology to help them operate efficiently and better serve their end users. Our Members have over 16 million end customers (residential and businesses who receive power, internet, television and/or telephone services) that our enterprise software solution enables our Members to compete effectively in the industry, while excelling in customer service. 

Essential Duties:  

• Work closely with Product, Quality, User Experience, Learning Center, and Development by assisting with tracking and managing team activities throughout active projects and development environments.
• Work with senior members of the UA team to establish release and project status including planned and changing dates in order to avoid potential collisions.
• Assist with and update dashboards and reports used to communicate project and release status.
• Maintain a database of all development activity; identify and understand relative priorities of individual development efforts.
• Identify, track and communicate progress of deliverables that must be in production to meet critical regulatory or strategic objectives.
• Assist with root cause and problem-solving activities to continually improve processes and quality.
• Provide regular updates on release content and status to internal departments and groups.
• Collaborate with the Product teams to establish a single point of contact for customers that are in a beta state across various software applications.  Proactively ascertain issues/concerns/bugs/enhancements/satisfaction as reported by beta sites and coordinate delivery of that information to internal teams.
• Coordinate with product teams to determine qualified beta sites, internal teams to plan deployments and member sites to schedule/receive deployments.
• Coordinate with technical writing group and learning center groups to ensure training/documentation is circulated to the member and updated as needed.
• Maintains high-level of customer satisfaction handling advanced customer facing support inquiries for our beta sites comprised of complex production scenarios, customer configuration issues, and/or account optimization type requests.
• Commitment to NISC’s Statement of Shared Values.
• Other duties as assigned.

Knowledge, Skills & Abilities Preferred: 

• 3+ years of relevant experience preferred.
• Responds to customers in an accurate, effective, and timely manner. Demonstrates courtesy, patience and generosity.
• Utilizes logic and reasoning to work through and resolve problems.
• Reviews own work for accuracy and completeness, spotting inconsistencies or discrepancies that indicate problems with quality of work. Pays close attention to details that are important to others to make sure they are correct.
• Takes direction on where to invest time and is learning how to multitask and time manage effectively.
• Understands project goals, participants’ roles, and the importance of project management principles, such as time, cost and quality management. Participates in project support activities. Participates, under supervision, with others in small and well defined components of the project.
• With oversight, plans and organizes work activities to accomplish and follow pre-determined standards or procedures.
• Demonstrates a basic level of verbal and nonverbal communication and written skills. Communicates well and in a professional manner and listens to others.
• Understands fundamental facilitation skills and is a proactive participant.
• Possesses a basic understanding of the utility and/or telecom industries.
• Maintains a basic level knowledge of the necessary software applications needed to meet the demands of the job.

Education Preferred: 

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

Other Qualifications/Certifications Preferred: 

• Scum Master Certification
• Information Technology Infrastructure Library (ITIL) Certification
• Project Management Professional (PMP) 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.