Application Support Analyst I (Utility Billing)

This position provides technical and administrative expertise for the City’s utility billing operations within the Enterprise Resource Planning (ERP) system. Responsibilities include coordinating with the utility billing software vendor to resolve technical issues related to billing and collections, applying system fixes, and troubleshooting billing calculation, processing, and posting errors. The role ensures scheduled processing jobs run and complete successfully, assists with creating and generating reports to support utility billing and accounting/audit functions, and manages the accurate and timely implementation of rate changes while maintaining appropriate internal controls.  Creates, modifies, and runs SQL reports, including simple queries and data extractions, to assist with troubleshooting, user support, and routine reporting needs.   This position also evaluates and enhances technical, billing, and accounting procedures, working closely with Finance staff to reconcile accounts and resolve complex issues. Additionally, it supports the rollout of new utility-related software and collaborates with City staff to maintain accurate, efficient, and reliable billing processes.

This position also gathers/surveys information about business processes; aligns systems to support those processes; and ensures that required reports are completed timely, leveraging modern technologies to optimize systems performance and enhance organizational efficiencies. Also collaborates with the cybersecurity team to maintain, troubleshoot, and enhance application and technology systems, with a specific focus on implementing and maintaining cybersecurity measures. This position requires specialized cybersecurity training to support the IT department and the organization. The specific courses needed may vary based on your role within the IT department, the organization's needs, and the technologies in use. 

• Communicates directly with utility billing software vendor to resolve technical problems, implement system changes and programming, coordinate program and data conversions.
• Manages and maintains third-party software integrations, ensuring seamless interoperability with City ERP and mission-critical applications.
• Analyzes billing and bill calculation problems; identifies causes; resolve issues; and reviews adequacy of controls and solutions to complex administrative, accounting, or technical problems.
• Reviews and assesses departmental systems/application project needs, requests and requirements; determines scope of project and suitability; reviews and analyzes user needs; responds to application requests and schedules implementations as needed; and translates user requirements into effective program designs and configurations.
• Develops and manages complex reports and serves as reporting subject matter expert for City-wide end users.
• Leads new ERP and application system implementations; gathers comprehensive surveys information and business processes; prioritizes tasks; troubleshoots, analyzes, and implements solutions to problems with mission-critical applications and related systems, both hardware and software related; offers recommendations for improvements where indicated.
• Creates/enhances/optimizes workflows and sets up configurations to better align with each business unit’s processes. 
• Assists in the strategic planning, implementation, and installation of hardware and software systems as required.
• Maintains and facilitates communication between the Information Technology (IT) Department and user departments.
• Coordinates and conducts training in system applications.
• Maintains meticulous documentation of projects, manuals, and training records used throughout the life cycle of the project.
• Applies knowledge of computer systems to develop applications as technology advances and changes.
• Reviews, analyzes, and tests software packages and provides recommendations.
• Develops backup and archival procedures, power-on/power-off procedures, system security administration, computer device assignment and management.
• Monitor city-wide systems for cybersecurity threats and vulnerabilities, taking proactive measures to address them.
• Assist in the implementation of cybersecurity policies and procedures, ensuring compliance and adherence.
• Performs additional duties as required to support IT operations and organizational objectives.

• Graduation from an accredited college or university with a Bachelor’s degree in computer information systems or a closely related field OR
• Extensive qualifying professional experience as described, may be substituted for the required college education.
• PROOF OF HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION. (Applications without attached proof of education will not be processed for consideration.)

• Considerable years of qualifying professional experience troubleshooting and operation of computerized utility billing systems and experience with various computer applications and software, including reporting functions, and support of an Enterprise Resource Planning (ERP) system and mission-critical applications.
• Certifications in the areas of SharePoint, database management, reporting, and Cybersecurity, or equivalent certifications depending on the specific job description, are preferred.
• Proven experience with Tyler Munis a plus 

• Possession of a valid Driver’s License with an acceptable driving record. 
• Must obtain a valid Florida driver’s license prior to hire.
• Cybersecurity certifications must be obtained within the first eighteen (18) months from appointment.

PHYSICAL REQUIREMENTS

• Work is performed primarily in a standard office environment and data center rooms and closets with some travel to different sites; incumbents may be required to work extended hours including but not limited to evenings, weekends and holidays.

• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through personal contact, the use of the telephone and/or other City-issued technology devices.

• Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach and twist under desks and around furniture; to lift, carry, push, and/or pull moderate to heavy amounts of weight up to 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.  Occasional climbing on ladder or stool to reach or mount equipment.  

• Knowledge of ERP components, connectivity, security, and diverse operating systems with a deep understanding of technology trends.
• Knowledge and proficiency in reporting technologies such as SQL Reporting Services and/or Crystal Reports with a solid foundation in SQL databases.
• Knowledge of system development methodologies and MS SharePoint platform.
• Knowledge of multiple programming languages, including Net Framework.
• Skill in the use of the keyboard, printers, personal computers, and related equipment.
• Skill in the installation and operation of personal computers, related peripherals used in support of various City-wide software applications.
• Ability to strategize, plan, organize, and assist in the development of training programs in computer systems technologies.
• Ability to communicate complex technical concepts to technical and non-technical staff effectively and persuasively, both verbally and in writing.
• Ability to effectively manage and supervise projects and oversee other employees.
• Ability to manage competing priorities and varied responsibilities in a fast-paced environment.
• Ability to work efficiently and effectively to develop win-win solutions.
• Ability to evaluate the impact of alternative courses of action and navigate new or unprecedented circumstances effectively. 
• Ability to establish and maintain professional working relationships with City officials, stakeholders, management, team members, general employees, vendors, and the general public.
• Knowledge of cybersecurity principles and best practices, with the ability to apply them to system support activities.
• Familiarity with cybersecurity tools and technologies, such as antivirus software and intrusion detection systems.

Salary : $95,224 - $134,551