Professional Services Specialist - Automated Mailroom Services

Lake Saint Louis, Missouri

The position is 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
  • answering questions on function and usage of product via the telephone, e-mail, or on-site
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 conversion analysis.
  • 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.
  • Reconcile converted totals and month-end balancing.
  • Compiles and analyzes business requirements and evaluates Member/Customers’ operational processes
  • Designs and implements system set-up configurations for Member/Customers performing independently and proficiently. 
  • Gather, maintains and audits Member information in the configuration database.
  • 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 Change Requests (CRs) and follow-up to resolution.
  • Utilizes all support tools as directed.
  • Perform on-site training or deliver remote application training to Member/Customers via Web Tools. 
  • Provides after hours support.
Supplementary functions:
  • May prepare materials and deliver National IT Learning Center classes.
  • 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.
  • Will be required to travel to customer sites as often as necessary to meet the business objectives.
  • 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 industry.
  • Familiarity with the Utility or Telecom 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 
  • Ability to travel as often as necessary to meet the goals and objectives of the position.
  • 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

 

 



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