Position Overview

In the position, you will be responsible for performing software implementations for Member/Customers and managing implementation projects. You will provide application support to customers and validate the accuracy of their converted data. Utilizing your customer service and critical thinking skills, you will train personnel on all aspects of the application and answer questions on the functions/usage of the Customer Care and Billing (CC&B) product via telephone, e-mail, remote, or on-site.

For more information on Communications CC&B, click here.

Work Schedule

• Hybrid (after an initial training period) from one of our office locations:
  • Atlanta, GA
  • Cedar Rapids, IA
  • Lake Saint Louis, MO
  • Mandan, ND 
• Hybrid Schedule: Minimum of working 3 day per week out of an office location and ability to work up to all 5 days a week from an office location.
• Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose.
• Virtual Office: Candidates working from a remote location within approved states for those who have applicable industry experience.

Primary Responsibilities

• Assist and perform in coordinating basic software implementation project plans.
• Present and train software application to all applicable Member/Customers end users.
• Share business requirement best practices with Member/Customers for software process efficiency.
• Validate the accuracy of converted data and drive Member/Customer engagement in verification of the data.
• Provide application support throughout the project lifecycle.
• Perform data mapping from legacy systems.
• Create and adjust software configuration according to project requirements.
• Perform after hours call support as assigned.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Commitment to NISC’s Statement of Shared Values.
• Other duties as assigned.

Knowledge, Skills & Abilities Preferred

• Strong verbal and written communication skills.
• Strong level presentation and training skills.
• Strong level ability to organize and prioritize effectively.
• Strong attention to detail skills while managing time effectively.
• Knowledge of business-related software applications and services.
• Knowledge of the Utility or Telecom industries.
• Knowledge of Project Management processes and theory.
• Ability to research and solve problems.
• Ability to set and manage internal and external Member/Customer expectations.
• Ability to analyze data and draw meaningful business conclusions.
• Ability to demonstrate initiative and accountability.
• Ability to guide/lead change management for Member/Customers.
• Ability to travel as often as necessary, generally around 10-20% a year, to meet the goals and objectives of the position.

Education Preferred

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

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. Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.

Disclaimer

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