Implementation Project Manager - Utility Customer Care & Billing Software
NISC develops and implements enterprise-level and customer-facing software solutions for over 1,200+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven, and value-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services, and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked ComputerWorld's Best Places to Work for 23 years.
About the role
In this position, you will perform software implementations for Member/Customers and manage 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, email, remote, or on-site.
Schedule
Hybrid (after an initial training period) from one of our office locations: Cedar Rapids, IA; Lake Saint Louis, MO; Mandan, ND; Atlanta, GA.
- Minimum of 3 days per week in the office, with the ability to work up to all 5 days a week from an office location.
- Required in-office days: Tuesday and Wednesday. The third required day will be chosen by the candidate and their supervisor.
- Virtual office option for candidates working remotely within approved states, provided they have applicable industry experience.
Responsibilities
- Assist and perform in coordinating basic software implementation project plans.
- Present and train software applications 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.
- Travel as often as necessary, generally around 10-20% a year, to meet the goals and objectives of the position.
Requirements
- Strong verbal and written communication skills.
- Strong presentation and training skills.
- Strong ability to organize and prioritize effectively.
- Strong attention to detail 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.
Qualifications
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.