Job Summary The position is responsible for providing quality implementations and support for assigned Engineering and Operations products, including, follow up communications on change requests, and assisting with special projects via the telephone and e-mail supporting NISC’s Member/Customers in their use of NISC’s E&O Products. Essential Duties and Responsibilities

• Provides superior customer support to internal and external customers in all encounters.
• Conduct conversion analysis.
• Determine expectations and timelines of the Member’s conversion process.
• Prepare and monitor the Software Implementations lifecycle (SILC).
• Identify gaps in features and functionality in software and oversee resolution.
• Complete and prepare conversion documents.
• Add and enhance artifacts with team lead’s assistance.
• 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 E & O 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.
• Utilizes all implementation best practices and artifacts for all implementation projects.
• Assists customers in all aspects of E & O implementation including troubleshooting, training, and on-going support.
• Prepares Change Requests (CRs) and follow-up to resolution.
• Performs research and resolutions of complex issues for Member/Customers who are using E & O and recommends changes or enhancements as directed.
• Facilitate and follow up with Member/Customers on complex requests and procedures.
• Assists customers in all aspects of E&O support including troubleshooting, training, and on-going support.
• Prepares Change Requests (CRs) and follow-up to resolution.
• Performs research of difficult E&O application problems, resolves issues for Member/Customers who are using E&O Products and recommends changes or enhancements as directed.
• Facilitate and follow up with Member/Customers on difficult requests and procedures.
• Assists with mass communications to Member/Customers.
• Assists with software release process.
• Gather, maintains and audits Member information in the configuration database.
• Utilizes all support tools as directed.
• Conveys customer feedback to product development staff as appropriate.
• Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
• Provides after hours support.
• May develop and deliver training to coworkers as assigned.
• May prepare materials and deliver National IT Learning Center classes.
• May prepare materials and deliver Member information Conference (MIC) sessions.
• May be called upon to assist in other support areas.
• May be called upon to participate on design teams regarding enhancements to E&O Products.
• May be called upon to participate in testing of new product development or enhancements.
• May be required to travel to customer sites.
• Other duties as assigned.

Qualifications   Knowledge, Skills, and Abilities:  

• Basic knowledge of E&O Products this position will support and implement that includes Work Management, SmartTrack and Mobile WorkForce.
• Basic knowledge of NISC's CIS products’ features and functionality with emphasis on Service Orders and Work Management modules.
• Basic knowledge of other E&O Products
• 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.
• 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 to meet the goals and objectives of the position.
• Commitment to NISC’s Statement of Shared Values.

    Education and Experience:   Generally requires 3-5 years of product usage or support experience either at NISC or similar related experience.   Bachelors Degree in a business-related field or equivalent experience.