Implementation Project Manager - Print Services

The Print Services division of NISC is dedicated to delivering high quality bill print solutions for our members. This position is responsible for the implementation of NISC’s Print Services applications for both new and existing members. Applying the combination of project management skills and best practices, applicants will lead the development, review, and execution of billing statement solutions that support the operational needs of NISC member institutions.

Primary Responsibilities:

In this position, you will be responsible for performing Bill and Delinquent Statement implementations for Member/Customers and managing implementation projects. You will provide application support to customers and assist in validating the accuracy of their converted data.  You will also use your customer service skills to train personnel on all aspects of the application and answer questions on the functions / usage of the Print Services product via telephone, e-mail and remotely via Microsoft Teams.

This position is based out of the Lake Saint Louis, Missouri, office. Applicants will need to be local to the Lake Saint Louis NISC office and able to work on-site during the week. A hybrid office/work-from-home schedule is a possibility in these instances after a training period. The work schedule and team expectations will be discussed during the interview process.

Customer Service:

• Provides superior customer support to internal and external customers in all encounters.
• Communicate with all parties involved in the enterprise implementation
• Designs and delivers training to the Member employees to prepare for “live” week.
• Assists customers in all aspects of implementation including troubleshooting, training, and on-going support.
• Facilitate and follow up with Member/Customers on difficult requests and procedures.
• Conveys customer feedback to product development staff as appropriate.

Analyze:

• Conduct requirements of needs for the Bill and Delinquent Statements, while incorporating the use of Print Services best practices.
• Determine expectations and timelines of the Member’s conversion process.
• Identify gaps in features and functionality in software and oversee resolution.
• Identify changes required for conversion of data.
• Designs and implements system set-up configurations for Member/Customers performing independently and proficiently. 
• Reports data discrepancies to appropriate parties in the Professional Services Division.
• Performs research of difficult application problems, resolves issues for Member/Customers and recommends changes or enhancements as directed.

Support:

• Prepare and monitor the Software Implementations lifecycle (SILC) and oversee the standardization of artifacts
• Utilizes all implementation best practices and artifacts for all implementation projects.
• Complete and prepare conversion documents.
• Prepares JIRA Tasks and Service Center Cases and follow-up to resolution.
• Utilizes all support tools as directed.
• Deliver remote application training to Member/Customers via Web Tools. 
• Provides after hours support.

Supplementary functions:

• May prepare materials and deliver Member information Conference (MIC) sessions. 
• May be called upon to assist in other implementation areas.
• May be called upon to participate on design teams or in testing of new product development or enhancements.
• Other duties as assigned.

Desired Experience:

• 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 and Broadband industry, including the operations and business requirements.
• Familiarity with other integrated applications and services.

Desired skills:

• 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 
• Commitment to NISC’s Statement of Shared Values.

Desired Education and/or Certification(s):

• ​​High School diploma or equivalency required
• Bachelor’s Degree in a business-related field or equivalent experience preferred

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.

About NISC:

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.