Primary responsibility includes a high level of customer interaction at all levels where we provide support and implementation as part of our solution. Position requires excellent communication and direct support of member’s needs. Analyst will work with all divisions at NISC at all levels. The position includes learning implementation of our marketing solution as part of the training program. Role of analyst will intentionally transition to our support team as our primary support contact for member services. Position will provide support, training and problem solving/consulting to Member/Customers on Lead Management; which includes Crowdsourcing, Campaign Management, Sales Opportunities, Market Segmentation and Incentive Compensation Programs.
Any knowledge of Salesforce.com sales cloud application and experience with marketing focus preferred. Experience with Salesforce Administrator functions for managing projects a plus. This position will provide guidance, support and relationship building with our Member/Customers with high focus on processes and services; to include consulting, testing and reporting of defects within our product. This position requires teamwork and constant communications with internal staff and Member/Customers. Position also requires critical thinking to find solutions and provide discussions on opportunities as how to effectively use our products, processes and services within our best practices.
Provide superior customer support to internal and external customers in all aspects of application support including troubleshooting, training and on-going support.
Prepare Change Requests (CRs) and follow-up to resolution.
Perform research of advanced level application problems, resolve issues for Member/Customers who are using the application and recommend changes or enhancements as may be directed.
Perform training or deliver remote application training to Member/Customers via Web Tools.
Participate in Change Review Boards (CRBs) regarding application enhancements.
Serve as “go to” person for product area.
Serve as mentor to other employees in applications and processes.
Provide consultation to Member/Customers on product areas that moves beyond basic software application support principles.
Prepare, design and deliver training events.
May be assigned to moderate level projects.
May be called upon to review and approve CRs to be taken to Change Review Boards (CRB).
May be called upon to assist internal stakeholders in areas such as usability design, product requirements, etc.
Commitment to NISC’s Statement of Shared Values.
Other duties as assigned.
Knowledge, Skills & Abilities Preferred:
5+ years of related experience preferred.
Working level knowledge of business-related software applications and services.
Working level knowledge of the Utility and/or Telecom industries.
Excellent verbal and written communication skills.
Excellent telephone/email etiquette and an ability to deal effectively with Member/Customers.
Excellent research and problem-solving skills with a strong attention to detail.
Excellent ability to trouble shoot.
Moderate level ability to mentor others.
Strong ability to demonstrate initiative & accountability.
Strong ability to multi task and time manage.
Strong presentation and training skills.
Ability to travel as often as necessary to meet the goals and objectives of the position.
NISC’s Shared Values & Competencies:
Integrity – We are committed to doing the right thing – always.
Relationships – We are committed to building and preserving lasting relationships.
Innovation – We promote the spirit of creativity and champion new ideas.
Teamwork – We exemplify the cooperative spirit by working together.
Empowerment – We believe individuals have the power to make a difference.
Personal Development – We believe the free exchange of knowledge and information is absolutely necessary to the success of each individual and the organization.
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. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.
Management may modify this job description by assigning or reassigning duties and responsibilities at any time.
About National Information Solutions Cooperative
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 cooperatives and telecommunications companies across the nation. NISC is an industry leader providing advanced, integrated IT solutions for consumer and subscriber billing, accounting, engineering & operations, as well as many other leading-edge IT solutions.
At NISC, our focus is service excellence and innovative information technology solutions that enable our Member-Owners to excel in customer service, maximize diversification opportunities, and compete effectively in the changing utility and telecommunications industries..
Today, more than 20 million consumers in all 50 states, American Samoa, Palau, and Canada receive utility or telecommunications services from companies utilizing our advanced information technology systems. As a cooperative, NISC is owned by the users of our systems, our Member-Owners, providing an unparalleled working relationship and inside understanding on industry operations, changes and requirements. Our full complement of software and hardware solutions are... highlighted by innovations such as:
Internet bill payment and presentation
Graphical and mobile mapping systems
Activity costing systems
Energy deregulated billing
Telecommunications switch provisioning and many others
NISC and its subsidiaries employ more than 1,200 individuals in four cities (Lake Saint Louis, Mo., Mandan, N.D., Shawano, Wis. and Cedar Rapids, Iowa). Our staff represents a blend of seasoned professionals with in-depth knowledge of the telecommunications, energy and other utility industries along with talented technical engineers skilled in the most effective software development and delivery techniques. We are dedicated to providing quality service to our Members/Customers through unlimited phone support, online user documentation and knowledge bases, hands-on learning opportunities and site visits.