Professional Services Specialist - OMS/DA

Lake St. Louis, MO

Reports to Professional Services Team Lead. Has a high level of customer interaction. Works closely with the conversion team and team’s software engineers in resolving issues.  The position is responsible for performing software implementations for Member/Customers, managing either of NISC's proprietary Outage Management System or Distribution Analytics software through implementation projects, providing application support to customers, validating and verifying the accuracy of the converted data, training personnel on all aspects of the application, answering questions on function and usage of product via the telephone, e-mail, or on-site, etc.

 

PRIMARY RESPONSIBILITIES

Provides superior customer support to internal and external customers in all encounters.

Conducts Engineering model analysis.

Configure and trouble shoot hardware for use with ESRI software

  • Server hardware
  • Workstation hardware

Setup and create MXD files for use in ArcGIS

Publish and trouble shoot SD files (services) in ArcGIS ServerInstall and Configure SQL database instances

Install and Configure Oracle Clients for ODBC connections

Create and setup SQL databases for use in ArcGIS software (SDE)

Create and customize scripts for use with databases

  • Python, SQL, Oralce, and access queries

Create software training documents

Utilize MultiSpeak to integrate proprietary software with third party software.

Perform role of Subject Matter Expert (SME) for outage software

  • Identifies gaps in features and functionality in the OMS software and oversee resolution.

Compiles and analyzes business requirements and evaluates Member/Customers’ operational   processes to prepare for software application conversions, migrations, and/or new implementations.

Designs and implements system set-up configurations for Member/Customers performing independently and proficiently.

Designs and delivers training to the Member employees to prepare for “live” week.

Utilizes all implementation best practices and artifacts for all implementation projects.

Assists customers in all aspects of implementation including troubleshooting, training, and on-going support.

Prepares Change Requests (CRs) and follow-up to resolution.

Performs research and resolutions of complex issues for Member/Customers and recommends changes or enhancements as directed.

Facilitate and follow up with Member/Customers on complex requests and procedures.

Utilizes all support tools as directed.

Conveys customer feedback to product development staff as appropriate.

Provides after hours support.

Perform on-site training or deliver remote application training to Member/Customers via Web Tools.

Develops and delivers training to coworkers as assigned.

May prepare and deliver materials at National IT Learning Center classes or Member information Conference (MIC) sessions.

May be called upon to assist in other implementation areas.

Participates on design teams.

May be called upon to participate in testing of new product development or enhancements.

Serves as a “go to” person for the OMS team.

Serves as mentor to other employees in applications and processes.

Will be required to travel to customer sites as often as necessary to meet the business objectives.

Roughly 30% travel required

Other duties as assigned.

 

DESIRED JOB EXPERIENCE

Provides superior customer support to internal and external customers in all encounters.

Conducts Engineering model analysis.

Configure and trouble shoot hardware for use with ESRI software

  • Server hardware
  • Workstation hardware

Setup and create MXD files for use in ArcGIS

Publish and trouble shoot SD files (services) in ArcGIS ServerInstall and Configure SQL database instances

Install and Configure Oracle Clients for ODBC connections

Create and setup SQL databases for use in ArcGIS software (SDE)

Create and customize scripts for use with databases

  • Python, SQL, Oralce, and access queries

Create software training documents

Utilize MultiSpeak to integrate proprietary software with third party software.

Perform role of Subject Matter Expert (SME) for outage software

  • Identifies gaps in features and functionality in the OMS software and oversee resolution.

Compiles and analyzes business requirements and evaluates Member/Customers’ operational   processes to prepare for software application conversions, migrations, and/or new implementations.

Designs and implements system set-up configurations for Member/Customers performing independently and proficiently.

Designs and delivers training to the Member employees to prepare for “live” week.

Utilizes all implementation best practices and artifacts for all implementation projects.

Assists customers in all aspects of implementation including troubleshooting, training, and on-going support.

Prepares Change Requests (CRs) and follow-up to resolution.

Performs research and resolutions of complex issues for Member/Customers and recommends changes or enhancements as directed.

Facilitate and follow up with Member/Customers on complex requests and procedures.

Utilizes all support tools as directed.

Conveys customer feedback to product development staff as appropriate.

Provides after hours support.

Perform on-site training or deliver remote application training to Member/Customers via Web Tools.

Develops and delivers training to coworkers as assigned.

May prepare and deliver materials at National IT Learning Center classes or Member information Conference (MIC) sessions.

May be called upon to assist in other implementation areas.

Participates on design teams.

May be called upon to participate in testing of new product development or enhancements.

Serves as a “go to” person for the OMS team.

Serves as mentor to other employees in applications and processes.

Will be required to travel to customer sites as often as necessary to meet the business objectives.

 

DESIRED EDUCATION

Electrical engineering or related business degree or equal years of experience required

 



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