Business System Analyst

We are hiring a Business System Analyst, serving as a member of the Technology Team in the Customer Care & Billing Division of Raleigh Water. Work involves utilizing extensive experience and knowledge of both technical and functional aspects of Raleigh Water’s billing application, Oracle Utilities Customer Care & Billing, to assist and troubleshoot billing application and interface inquiries for staff/customers. This role is a key member of the Tech Team and is advanced in understanding and interpreting data and analyzing results using statistical techniques to optimize business processes and recommend business decisions.

Raleigh Water provides water and sanitary sewer services to about 200,000 metered customers with a service population of approximately 650,000 people in Raleigh, Garner, Wake Forest, Rolesville, Knightdale, Wendell, and Zebulon.

The Customer Care & Billing Division of Raleigh Water staffs approximately 70 positions providing a combination of unique areas:

• Customer Care Contact Center
• Billing and Accounting
• Training
• Information Technology
• Testing Application Support

We provide state of the art technology to support our goal of exceptional customer service delivery & customer experiences. We are constantly looking at ways to improve processes to be more effective, more efficient, create standardizations, and sustainability while billing approximately $380 million annually with the highest degree of accuracy.

About You:

You may be the ideal candidate if you are ambitious, motivated, curious, and detailed oriented person who enjoys discovering, acquiring, and interpreting data from multiple primary and secondary locations to optimize efficiency and quality of work within the Division. We are looking for a passionate, self-starter who can turn data into useful information, information into insight and insight into business decisions. If you enjoy learning new software applications, databases, business processes and the connectivity of over 20 interfaces and are happy working independently within an awesome team, this may be the position for you!

Work Location and Hours:

This position is located at the Raleigh Water Operations Center at 3324 Lake Woodard Drive, Raleigh, where parking is free! The work schedule is from Monday to Friday during regular business hours, with flexible start times available. After hours and/or weekend work for application upgrades/deployments will be required approximately 4 times per year. This position may be able to work a hybrid remote schedule once trained.

Duties and Responsibilities

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Apply knowledge of data from billing application (CC&B) and related applications, end users’ experiences, and business development strategies to provide recommendations for sound business decisions.
• Provides analysis and technical support in reviewing and maintaining assigned system applications and/or business processes; reviews and analyzes trends; recommends best practices to enhance productivity and streamline business processes.
• Identifies, assesses and documents business processes and requirements in collaboration with staff, management and stakeholders; prioritizes user requests; serves as a liaison and assists in planning and facilitating the improvement of operational processes and/or the design and implementation of system applications and technology solutions.
• Collaborate with application stakeholders to troubleshoot, and problem solve to overcome organizational challenges.
• Recognize, analyze, and understand data from all systems and translate into useful recommendations to achieve business process optimization and accomplish business initiatives.
• Participate in cross functional team meetings to develop and implement business solutions to optimize operations.
• Work with third-party vendors, such as bill print supplier, payment processor, maintenance and support contractors as necessary to develop processes, implement changes, and manage daily operational tasks.
• Reviews and maintains assigned processes and applications; enters, updates and maintains data, system tables, account information, operational reference materials, and/or other related documentation.
• Creates and maintains reports, charts, process/procedural documentation, correspondence and presentation materials.

Typical Qualifications

Education and Experience:

Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or related field, and less than 1 year experience in software development lifecycle framework, business systems analysis, software consultation, or a related field

OR

Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Preferred Qualifications:

• Experience with Oracle Utilities CC&B