Introduction
Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.
Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300,000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte, Mecklenburg County and the towns of Huntersville, Cornelius, Davidson, Mint Hill, Matthews and Pineville. Charlotte Water’s FY 23 budget is $535M and a five-year capital program of $2.5 billion. We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council. We value competent, skilled candidates with a customer service focus to work in a team environment.
Overview
The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.
Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.
Summary
The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte Innovation & Technology department (I&T) provides executive-level leadership, delivers technology services to city departments and partner agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery. Charlotte Water Technology is a division of the I&T Department and directly supports Charlotte Water.
As an application expert on the Utilities Management System (UMS) support team, the Senior Business Analyst (SBA) provides consultative user support, application data analysis, business process improvement, and analytical support for enterprise applications at field and back-office locations. The core applications currently supported are the Hansen Banner customer information system, the self-service web portal, Itron Field Collection System and ABB Service Suite mobile workforce management system for water, sewer, and storm water utility services. The SBA leads aspects of daily operational support and guidance to users at various locations. They will conduct other tasks as specified by UMS program leaders.
Major 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.
• Interface with department stakeholders and end users to define needs, communicate technology changes, and fulfill technology support requests.
• Conduct application testing in a highly collaborative environment. Document test results and communicate results to vendor and technical resources for corrections. Coordinate implementation of tested enhancements and defect corrections.
• Conduct usage and system problem analysis and resolution. Document and coordinate implementation of the problem resolution with internal and external technical resources.
• Interface with end users on existing business processes and design for new business processes to be translated and written into detailed functional requirements and solution designs.
• Build and maintain a detailed understanding of field service and back-office business processes, system functionality, and related requirements. Document and train staff on the use of the system to adhere to documented processes.
• Write user guides and work aids.
• Identify user information requirements and develop ad-hoc SQL queries for analysis and translate results into custom report specifications.
• Provide user training, mentoring, and technical application support of enterprise applications at various locations.
• Perform related work as required.
Knowledge, Skills & Abilities
Knowledge of:
• Tactics and practices of business analysis
• Principles of business process management
• Principles of robust software testing approaches
• System life cycles and systems development
• Department, section, and team goals and objectives
• Information technology best practices, standards, and terminology
Skill in:
• Analysis and troubleshooting of an integrated software application
• Troubleshooting application issues using SQL query tools and MS Excel, to prove a hypothesis
• Writing and executing structured test cases
• Writing functional and technical requirements for both real-time and batch application interfaces
• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
• Customer service
• Organization and time management
• Delivering group and one-on-one training
Ability to:
• Form and define technical requirements, based upon business requirements
• Research, develop, and document technical design specifications
• Respond in person to address field service issues and requests, as needed
• Read and interpret project plans and schedules
• Communicate technical topics to all levels of technology users
• Devise procedures to solve moderately complex information systems problems
• Support organizational goals and objectives
• Understand and carry out oral and written directions
• Review technical documents and templates and suggest revisions
Preferred Qualification
• Minimum of five years of utility billing system support
• Experience supporting customer information system support functions
• Experience supporting utility field service work order system support functions
Minimum Qualifications
Required Education and Experience
• At least two years of relevant college-level course work or an Associate’s degree from an accredited college or university in Information Technology, Computer Science, or a related field
• Five (5) to seven (7) years of experience in business analysis, requirements definition, and information technology support
• Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities
Salary
$91,326.00 - $101,472.00 Commensurate with Experience
Conditions of Employment
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Please note that all job offers are contingent upon an applicant successfully passing a new hire background check and drug screening. If an applicant does not pass the background screening, the offer will be rescinded.
The City of Charlotte is an Equal Opportunity Employer.
How To Apply
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.
Benefits
The City of Charlotte provides a comprehensive benefits package to all employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
In Conclusion
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