Implementation Project Manager - Operations (Work Management)

National Information Solutions Cooperative - St. Louis, MO

Full-time

St. Louis, MO

Professional, Scientific, and Technical Services

About the position

National Information Solutions Cooperative (NISC) is an information technology company that develops and supports software and hardware solutions for our Member/Owners who are primarily utility and telecommunications cooperatives and companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering and operations, as well as many other leading-edge IT solutions. NISC is ranked in ComputerWorld's Best Places to Work survey for twenty consecutive years and we are looking for qualified individuals to join our Team. The Implementation Project Manager on the Work Management team has a high level of customer interaction and works closely with the conversion team and the team's software engineers in resolving issues. You are responsible for performing software implementations for Member/Customers, managing the implementation project, providing application support to customers, validating and verifying the accuracy of the converted data, training personnel on all aspects of the application, and answering questions on function and usage of the product via telephone, e-mail, or on-site. Work Management Solutions is NISC's Mobile Workforce, Enterprise AppSuite, SmartTrack, and work management software, which provides electronic management of service order tasks in the office as well as the ability to receive, work, and complete tasks in the field. In this role, you will provide superior customer support to internal and external customers in all encounters, conduct conversion analysis, determine expectations and timelines of the Member's conversion process, and prepare and monitor the Software Implementations lifecycle (SILC). You will also identify gaps in features and functionality in software and oversee resolution, assist in document preparation, and communicate with all parties involved in the enterprise implementation. Your responsibilities will include compiling and analyzing business requirements, designing and implementing system set-up configurations, delivering training to Member employees, and providing ongoing support throughout the implementation process. You will be required to travel to customer sites up to 12 weeks annually to meet business objectives.

Responsibilities

• Perform software implementations for Member/Customers.
• Manage the implementation project and provide application support to customers.
• Validate and verify the accuracy of converted data.
• Train personnel on all aspects of the application.
• Answer questions on function and usage of the product via telephone, e-mail, or on-site.
• Conduct conversion analysis and 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.
• Oversee the standardization of artifacts used in the SILC.
• Assist in document preparation and communicate with all parties involved in the enterprise implementation.
• Compile and analyze business requirements and evaluate Member/Customers' operational processes.
• Design and implement system set-up configurations for Member/Customers.
• Design and deliver training to Member employees to prepare for 'live' week.
• Utilize all implementation best practices and artifacts for all implementation projects.
• Assist customers in all aspects of implementation including troubleshooting, training, and ongoing support.
• Prepare Change Requests (CRs) and follow-up to resolution.
• Perform research of difficult application problems and resolve issues for Member/Customers.
• Gather, maintain, and audit Member information in the configuration database.
• Utilize all support tools as directed.
• Convey customer feedback to product development staff as appropriate.
• Perform on-site training or deliver remote application training to Member/Customers via Web Tools.
• Provide after-hours support when needed.

Requirements

• Generally requires 3-5 years of product usage or support/implementation experience either at NISC or similar related experience.
• Basic knowledge of NISC's products' features and functionality.
• 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.
• Basic knowledge of the Utility industry.
• Familiarity with the Utility or Telecom industry, including the operations and business requirements is a plus.
• 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.

Nice-to-haves

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