NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ utilities and broadbands across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality driven and valued priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. NISC has been ranked in ComputerWorld’s Best Places to Work for twenty-two years, and we are looking for qualified individuals to join our Team. 

Summary:

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 Broadband CC&B, click here. 

Work Schedule:  

• Hybrid (after an initial training period) from one of our three office locations:  
  
  • Cedar Rapids, IA
  • Lake Saint Louis, MO
  • Mandan, ND 
• Hybrid Schedule: Minimum of working 3 days per week in the office and ability to work up to all 5 days a week in the office, as needed
• Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose

Essential Duties:

• Assist and perform in coordinating basic software implementation project plans
• Present and share software application usage information and best practices with Member/Customers as it relates to assigned project plan
• Assist in validating and verifying the accuracy of converted data
• Assist and provide application support throughout the project lifecycle
• Assist with basic level conversion analysis
• Prepare Change Requests (CRs) and follow up through resolution
• Perform after hours call support as assigned
• Commitment to NISC’s Statement of Shared Values
• Other duties as assigned

Knowledge, Skills & Abilities Preferred:

• Basic level knowledge of business-related software applications and services
• Basic level knowledge of the Utility or Telecom industries
• Basic level knowledge of Project Management processes and theory
• Basic verbal and written communication skills
• Basic level presentation and training skills
• Excellent telephone/email etiquette and an ability to deal effectively with Member/Customers
• Basic research and problem-solving skills with a strong attention to detail
• Basic level ability to organize and prioritize
• Basic level ability to set and manage internal and external Member/Customer expectations
• Ability to analyze data and draw meaningful business conclusions relevant to Project Management
• Basic level ability to demonstrate initiative and accountability
• Basic level ability to multitask and time manage
• Moderate level ability to demonstrate professionalism
• Basic level ability to troubleshoot
• Basic level understanding of change management best practices
• Basic level knowledge of Utility/Telecom software and software integrations
• 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.