SUMMARY
Provides business analysis, project management and implementation support for Utilities customer care technology systems, including applications used by both customers and employees (e.g. utility billing, customer information system, automated phone system, electronic billing, identity verification, customer web portal).
ESSENTIAL DUTIES AND RESPONSIBILITIES The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.
Manages customer care technology projects, programs and services. Acts as technical lead, including researching and analyzing functionality for systems created internally or provided by third-party vendors. Leads projects, manages contracts and vendor relationships, and coordinates system implementations. Oversees system testing to validate effectiveness of fixes, upgrades, enhancements, interfaces and implementations of new applications, reports and processes. Participates in Customer Care & Technology lead team discussions/decisions affecting current and future system functionality and procedures as they relate to customer care technology systems.
Identifies obstacles to and opportunities for improvement and changes to business processes. Provides guidance and technical problem resolution. As a member of the Customer Care & Technology lead team, acts as point of contact/resource regarding systems and business processes.
Utilizes formal project management techniques for successful planning, executing and completion of projects. Leads project meetings, develops project plans, monitors progress on project tasks and communicates project updates to management, business areas and stakeholders. Manages project time, scope, cost and issues.
Designs, builds and maintains reports for purposes of providing data as needed for analysis and by management and vendors. Identifies needs and writes appropriate requests for ad-hoc reports; identifies relevant sources, availability, and limitations of information. Runs ad-hoc and standard database reports upon request. Analyzes data and compiles key performance indicators and metrics. Provides gap analysis and recommendations based on analysis.
Troubleshoots and assists with the resolution of systems issues and malfunctions. Works with staff to gain understanding of problem. Uses related documentation, current systems, vendors, IT and other sources to research issues. Coordinates workarounds when possible. Documents and reports unresolved system malfunctions to vendor or IT for technical support and resolution. Tracks progress of reported issue until resolution is found. Works with vendor and IT to implement system fix. Tests system fix to ensure system is performing as intended.
Creates and maintains process maps and documentation for systems/business processes. Coordinates the development and maintenance of user manuals and other training related documentation for systems. Updates manuals and test scripts as processes and technology evolve and policies and processes change.
Facilitates the implementation of change management communication and training. Assists with creation and delivery of customer support communication and training for customer care technology systems.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong project management experience and working knowledge of planning tools, such as MSProject.
- Analytical and problem-solving skills/experience.
- Aptitude for grasping technological concepts.
- Knowledge of and experience with process mapping and analysis tools, such as MSVisio.
- Working knowledge of standard office software, including word, database, and spreadsheet applications.
- Understanding of database structures, business views, data mapping, report logic and querying.
- Ability to communicate effectively with technical and nontechnical users orally and in writing.
- Ability to develop and maintain effective working relationships.
- Ability to work independently and to exercise reasonable judgement in decision-making.
- Ability to manage multiple assignments within established deadlines.
- Ability to lead and facilitate change management activities.
EDUCATION and EXPERIENCE
Bachelor's degree or equivalent in Business Administration, Information Technology, or related field from an accredited college or university; plus three to five years of experience as a business systems analyst and/or project manager; Strong interpersonal and organizational skills.
LANGUAGE SKILLS
Ability to read, analyze and interpret general business periodicals, project plans, legal documents, technical manuals/procedures or governmental regulations. Ability to write business requirements, business correspondence, project plans and project management related documentation. Ability to respond to common inquiries or complaints from customers and/or vendors. Ability to effectively present information and respond to questions from customers.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions.
CERTIFICATES, LICENSES, REGISTRATIONS
Project Manager Professional preferred, but not required.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee works in a normal office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.