Sr Enterprise Application Specialist

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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 value-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 Computer World’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

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 Service Now 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.

• Hybrid (after an initial training period) from one of our office locations:
  Cedar Rapids, IA or Lake Saint Louis, MO.
• Hybrid
  
  Schedule:
  
  Minimum of working 3 days per week in the office with flexibility to work up to 5 days a week as needed.
• Required days from an office location:
  Tuesday and Wednesday – the third required day will be chosen by the candidate and their supervisor.
• Assist users with basic and moderate application support efforts across select enterprise software applications, including login troubleshooting, training, and research.
• Write documentation for processes and testing scenarios while serving as point of contact for reviewing and maintaining SOPs (Standard Operating Procedures) and requirements across all enterprise applications as needed.
• Ensure 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 and 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.
• Participate in collaborative sessions with stakeholders across departments for training, and identifying business needs, challenges, and desired outcomes.
• Create wireframes, flowcharts, and other visual aids to support requirement clarity and stakeholder engagement.
• Perform general database maintenance (cleaning obsolete queries, maintaining records according to style guides, accurately updating information on all records).
• Provide on-site or remote training to users in real time and provide access to other training resources as needed.
• Assist with root cause analysis and problem-solving activities to continually improve processes and quality.
• Respond 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.
• Demonstrate courtesy, patience, and generosity.
• Utilize logic and reasoning to work through and resolve problems.
• Review own work for accuracy, completeness, and inconsistencies or discrepancies that indicate problems with quality of work.
• Demonstrate thorough attention to details that are important to others, ensuring they are accurate and correct.
• Commit to NISC’s Statement of Shared Values.
• Perform other duties as assigned.

• Previous experience within CRM platforms such as Service Now 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…