This position reports to the Manager of Process Engineering in the Quality and Process Engineering Division and leads, manages or supervises quality and process engineering staff. This position is responsible for supervising research analyst and systems deployment & upgrades personnel.

Essential Functions:

• Coordinates and enforces all quality related responsibilities of the SDLC.
• Prioritizes projects assigned to team members and ensuring assignments of staff are followed through efficiently, accurately and within budget.
• Schedules projects and assigns as needed. Maintains the highest service standards from staff members in all customer encounters and is accountable for customer satisfaction.
• 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 works with the other departments to prioritize projects and adjust resources to fit those project needs.
• Reviews work completed by team to ensure a high level of quality is met.
• Oversees and/or resolves customers’ problems in areas of product functionality and bugs or enhancements and ensures all problems are referred as needed to the appropriate areas for changes.
• Promote existing processes and best practices.
• Serves as a resource of information for all direct reports to include passing on information received from upper management.
• Ensures that all information is appropriately entered and utilized in the iVUE Support, Service Center and Jira tracking tools.
• Collaboratively and effectively work across other team and departmental leadership to accomplish work goals and objectives.
• Select high-performance team members and create high level of team spirit and engagement.
• Prepares and delivers performance evaluations to all direct reports.
• Coordinates and supervises training as well as delivers training and mentoring of assigned personnel.
• Set meaningful (SMART) objectives for team members and assist them to prioritize tasks. 
• 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.
• Supervises all activities of assigned personnel.
• Other duties as assigned.

Desired Job Experience:

• Generally requires 3 years of professional experience.
• Knowledge or experience in utility or telecom industry a plus.
• Understanding of product usage or analyst experience either at NISC or similar related experience.
• Research and problem-solving skills that include innovation and the ability to identify long-term solutions that enhance NISC Software Development Life Cycle practices.
• Knowledge of systems upgrades and cloud deployments.
• Understands and can apply project management processes and theories.
• Good communication etiquette and an ability to deal effectively with Member/Customers.
• Good analytical, problem solving skills.
• Ability to negotiate and collaborate effectively. Ability to deal with personnel conflict effectively.
• 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 Preferred:

• Four-year degree in business-related field or comparable experience required.

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.