Project Manager, Support
About The Position
NISC develops and implements enterprise-level and customer-facing software solutions for over 1,200+ 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.
Requirements
- 6+ years of project management experience leading complex, cross-functional projects from initiation through completion.
- Experience managing multiple concurrent projects within a software, technical support, or product support environment.
- Understanding of support operations, including case workflows, escalations, service delivery, and customer communication.
- Ability to define project scope, requirements, timelines, deliverables, dependencies, and success measures.
- Experience partnering with Support, Product, Development, Operations, and other technical and business teams.
- Strong ability to manage risks, resolve issues, adapt to changing priorities, and drive accountability without direct authority.
- Excellent organizational, stakeholder-management, meeting-facilitation, and executive-communication skills.
- Proficiency with project management and collaboration tools.
- Bachelor’s degree or equivalent experience required.
Responsibilities
- Lead multiple cross-functional projects through the full project lifecycle, from initial planning and requirements gathering through implementation and transition to operational teams.
- Partner with stakeholders to define project objectives, scope, requirements, deliverables, timelines, resource needs, and success criteria.
- Develop, maintain, and communicate detailed project plans, schedules, task lists, milestones, and dependencies.
- Coordinate project activities, priorities, and resources across Product Support and other business and technical teams.
- Serve as the primary point of contact for project stakeholders, ensuring clear communication, alignment, and accountability throughout the project.
- Facilitate project meetings, document decisions, assign action items, and follow up to ensure commitments are completed.
- Monitor project progress and proactively identify, track, and communicate risks, issues, dependencies, and potential delays.
- Manage and document changes to project scope, requirements, timelines, deliverables, and priorities.
- Escalate significant risks, issues, resource constraints, scope changes, and decisions to the appropriate leaders.
- Maintain accurate and organized project documentation throughout the project lifecycle.
- Prepare and deliver project status reports, dashboards, and executive-level updates.
- Support project implementation, stakeholder readiness, and a successful transition to ongoing operational ownership.
- Identify opportunities to improve project management processes, communication, visibility, and consistency across Product Support.
- Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
