Enterprise Applications Specialist

Position Overview :

NISC specializes in developing and deploying enterprise level and customer-facing software solutions across North America.

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 Enterprise Applications Team is looking to fill the role of Enterprise Applications Specialist. This position plays a pivotal role of ensuring customer service needs are met among users, as well as monitor, communicate and test applications to ensure they are stable, secure, functional, and user-friendly while also checking for potential bugs and other errors.

Additionally, this role will need to assess software for the required specifications set by clients, developers, and other stakeholders.

This team member will work closely with users to troubleshoot, research, and resolve issues within the software product.

In this role, the Enterprise Applications Specialist will provide excellent customer service needs, evaluate and assess software enhancement and updates to ensure they function at the desired level.

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 & satisfaction handling advanced customer support inquiries.
• Ensures highest customer service experience & satisfaction 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.
• Performs live on-site or remote training to users 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.
• Demonstrates courtesy, patience and generosity.
• Utilizes logic and reasoning to work through and resolve problems.
• Reviews own work for accuracy and completeness, spotting inconsistencies or discrepancies that indicate problems with quality of work.

Pays close attention to details that are important to others to make sure they are correct.

• With oversight, plans and organizes work activities to accomplish and follow
• Commitment to NISC’s Statement of Shared Values.
• Other duties as assigned.

Knowledge, Skills, & Abilities Preferred :

• Previous customer support experience within CRM platforms (ServiceNow or Salesforce preferred)
• 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.