UMS Business Analyst Coordinator

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.

Function

Professional - Technology

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 Business Analyst (BA) Coordinator 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, and the self-service web portal and ABB Service Suite mobile workforce management system for water, sewer, and storm water utility services.

The BA Coordinator leads aspects of daily operational support and guidance to field and non-field users at various locations. The position may supervise activities of other BAs during select projects and will conduct other tasks as specified by UMS program leaders.

Major Duties and Responsibilities

• Provide user training, mentoring, and technical application support of enterprise applications at various locations. • 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 at local and remote locations. 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. • Coordinate technology efforts and serve as a liaison for various business departments. • Perform related work as required.

Knowledge, Skills & Abilities

Knowledge of: • Principles and practices of business analysis and business process improvement • Tactics and practices of business analysis • Principles of business process management • System life cycles and systems development • Department, section, and team goals and objectives • Information technology best practices, standards, and terminology • Principles of robust software testing approaches 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 • Small group leadership • Customer service • Organization and time management • Delivering group and one-on-one training Ability to: • Respond in person to address field service issues and requests, as needed • Form and define technical requirements, based upon business requirements • Research, develop, and document technical design specifications • 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 • Plan for review of policies, procedures, and processes

Preferred Qualification

• Bachelor's level degree from an accredited college or university in Information Technology, Computer Science, or a related field with a minimum or Five (5) years of experience in business analysis, requirements definition, and information technology support • Minimum of five years of utility billing system support • Experience coordinating customer information system support functions • Experience coordinating utility field service work order system support functions • Experience coordinating utility customer self-service portal support functions

Minimum Qualifications

• High school graduation or equivalent • Seven (7) years experience in business analysis, requirements definition, and information technology support OR • Associate degree from an accredited college or university in Information Technology, Computer Science, or a related field • Three (3) years experience in business analysis, requirements definition, and information technology support OR • Bachelor's level degree from an accredited college or university in Information Technology, Computer Science, or a related field • One (1) year relevant experience in business analysis, requirements definition, and information technology support

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. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments. 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. You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202.

Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays. 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.