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City Lake Saint Louis
State/Province Missouri [MO]
Job Type Full Time
Title Implementation and Support Team Lead
End Date 4/4/2010
Job Summary This position is responsible for managing the Work Flow Team to provide customer implementations, training and support for Work Management, SmartTrack, and/or Mobile WorkForce products. Has a high level of Engineering and Operations (E&O) application knowledge for the products assigned this Team and for NISC’s Consumer Information system (CIS) due to the integration required. Knowledge of utility industry is required to assist in meeting end-user expectations. Is responsible for maintaining the highest service standards from staff members in all customer encounters and is accountable for customer satisfaction with E&O products. Conveys customer feedback to product development staff. Has responsibility for employment decisions, performance management, and performance evaluation.
Essential Duties and Responsibilities
  • Supervises all activities of assigned personnel.
  • Prioritizes projects assigned to team members and ensuring assignments of staff are followed through efficiently, accurately and within budget.  
  • Maintains the highest service standards from staff members in all customer encounters and is accountable for customer satisfaction.
  • Is responsible for planning, allocating, and day-to-day oversight of all projects and products in area of responsibility for existing and future products.
  • Monitors the quality of all implementations in assigned area.
  • Monitors the quantity and quality of telephone calls received.
  • Reviews change requests generated by support group.
  • Establishes, modifies and maintains a standard set of workflows that Members can use to implement Work Management.
  • Coordinates billing charges generated from Work Flow Team.
  • Ensures all problems are referred as needed to the appropriate areas for changes.
  • Assists Support Team lead for the oversight of 24 hour/ 7 day support of OMS and CallCapture.
  • Assists in identifying future business requirements related to products and provides direction and insight on new development and existing application improvements.
  • Maintains all appropriate records and generates all applicable reports.
  • Analyzes current support, installation, and conversion processes, recommends improvements, and implements process efficiencies.
  • Researches, analyzes, and resolves Member/Customer issues.
  • Serves as a resource of information for all direct reports to include passing on information received from upper management.
  • Communicates daily with each direct report to stay abreast of all team projects and ensure communication of those projects with necessary areas exists.
  • Promotes and maintains a high-quality, professional, service-oriented company image among users and direct reports.
  • Assists in planning of the future projects for the department and work with the other departments to prioritize projects and adjust resources to fit those project needs.
  • Ensures that all information is appropriately entered and utilized in the iVUE Support tool
  • Assists in the selection and hiring of new employees.
  • Prepares and delivers performance evaluations to all direct reports.
  • Coordinates and supervises training as well as delivers training and mentoring of assigned personnel.
  • Deals with all personnel issues according to NISC policy to include delivering any disciplinary action, providing performance counseling, and creating an atmosphere that is conducive to high quality work and effective team interactions.
  • Other duties as assigned.
Qualifications  
Knowledge, Skills, and Abilities: 
  • Mastery of all applications supported by direct reports.
  • Mastery of other integrated applications and services.
  • Mastery of Project Management processes and theory.
  • Mastery of Service Level Management (SLM) best practices.
  • Knowledge of the Utility or Telecom industry, including the operations and business requirements.
  • Knowledge of the operational processes and technical needs of members being supported.
  • Knowledge of electrical distribution models.
  • Knowledge of CIS data relationships with E&O Products.
  • Advanced knowledge of the utility and telecommunications industries as related to NISC customers.
  • Superior verbal and written interpersonal and communication skills.
  • Superior presentation and training skills.
  • Superior telephone etiquette and an ability to deal effectively with Member/Customers.
  • Superior research and problem solving skills that include innovation and the ability to identify long-term solutions that influence NISC full Member/Customership.
  • Excellent employee relations skills to include the ability to lead people, set clear expectations, and manage employee performance effectively.
  • Excellent training and mentoring skills.
  • Strong Member orientation.
  • Strong PC skills.
  • Ability to think strategically and engage in long-term planning.
  • Ability to perform problem analysis and problem resolution at both a strategic and functional level.
  • Ability to negotiate and collaborate effectively.
  • Ability to deal with personnel conflict effectively.
  • Ability to manage the day-to-day operations of a team engaged in a high volume of work.
  • Ability to be effective in a fast paced environment.
  • Ability to organize and manage multiple priorities within critical deadlines.
  • Ability to effectively lead, influence, teach and mentor others.
  • Ability to identify key performance indicators and define sound business process.
  • Ability to perform problem analysis and problem resolution at a functional level.
  • Ability to effectively manage change.
  • Ability to interact in a positive manner with internal and external contacts.
  • Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
  • Ability to travel as often as necessary to meet the goals and objectives of the position.
  • Commitment to NISC's Statement of Shared Values.
 
 
Education and Experience:
 
Four-year degree in engineering or information technology-related field or comparable experience.
 
Generally requires eight to ten years of experience to include five years in a leadership or supervisory role and three years experience in implementation of E&O or CIS related applications.
 
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