Sr Enterprise Application Specialist

About NISC

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations 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. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld's Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

Position Overview

The Enterprise Applications team is an internal IT team that develops and supports foundational CRM software that helps empower NISC's internal and external users.

The team is looking to fill the role of Senior Enterprise Applications Specialist. This role will provide administration, application research, requirements, development, testing, maintenance, and support for NISC's ServiceNow platform. This cross-functional position is a highly collaborative role where you will share your knowledge and experience to perform platform analysis, development and identify technology and personnel impact. In addition to building out the ServiceNow platform, you will be a key team player who will contribute to a data-driven and enterprise focused team. NISC is looking for a candidate who will improve the efficiency and productivity of our internal platform systems and applications. Requirements include the ability to multi-task, adapt to new processes quickly, create, modify and share technical requirements, effective problem-solving skills and excellent verbal and written skills to communicate with a wide variety of technical and non-technical audiences.

Work Schedule

• Hybrid (after an initial training period) from one of our office locations:
• Cedar Rapids, IA
• Lake Saint Louis, MO
• Mandan, ND
• Hybrid Schedule: Minimum of working 3 days per week in the office and ability to work up to all 5 days a week in the office, as needed
• Required Days from an Office Location: Tuesday and Wednesday - the third required day will be up to the candidate and their supervisor to choose

Essential Duties

• Assists users with basic and moderate application support efforts across select enterprise software applications, including logins troubleshooting, training, and research.
• Ability to write documentation for processes and testing scenarios while serving as point of contact in reviewing and maintaining SOPs (Standard Operating Procedure) and requirements across all enterprise applications as needed.
• Ensures highest customer service experience and satisfaction while handling advanced customer support inquiries.
• Assist with the software release process by ensuring that release notes and update sets are properly documented as well as available to internal and external clients.
• Assist with performing data hygiene across enterprise tools and frameworks.
• Translate stakeholder input into clear, functional requirements using standardized Scrum formats.
• Assist in collaborative sessions with stakeholders across departments for training, and identifying business needs, challenges, and desired outcomes.
• Assist with creating wireframes, flowcharts, and other visual aids to support requirement clarity and stakeholder engagement.
• Assist with all general database maintenance (cleaning obsolete queries, maintaining records according to style guides, accurately updating information on all records).
• Performs on-site or remote training to users in real time and provides access to other training resources as needed.
• Assist with root cause and problem-solving activities to continually improve processes and quality.
• Responds to users in an accurate, effective, and timely manner.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Demonstrates courtesy, patience, and generosity.
• Utilizes logic and reasoning to work through and resolve problems.
• Reviews own work for accuracy, completeness, and inconsistencies or discrepancies that indicate problems with quality of work.
• Demonstrates thorough attention to details that are important to others, ensuring they are accurate and correct.
• Commitment to NISC's Statement of Shared Values.
• Other duties as assigned.

Knowledge, Skills, & Abilities Preferred

• Previous experience within CRM platforms. (ServiceNow or Salesforce)
• Basic knowledge of Jira and Salesforce Spoke integration
• Basic knowledge of SCRUM or agile methodologies.
• Basic knowledge of enterprise system design.
• Excellent written and verbal communication skills.
• Strong attention to detail and moderate level of ability to organize and prioritize.
• Deadline driven.
• Strong PC skills, including familiarity with scripting, tables, and flows.
• Ability to teach, train, and learn from others.
• Ability to work in a team and independently.
• Ability to multitask and manage time effectively.
• Ability to travel as needed to meet the goals and objectives of the position.

Education Preferred

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.

Disclaimer

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.