Business Process Specialist - Austin 311 Call Ctr

City of Austin

6d • $65,510 - $81,890

About The Position

Under general supervision, the Business Process Specialist performs professional-level research and analysis and a range of routine and semi-routine administrative and operational support duties involving project management, quality management, performance measurement, change management, and business process improvement. The position supports senior process consultants, auditors, and team leaders.

The role assists with project planning and execution, develops and maintains databases for analysis, researches and evaluates data, and helps prepare recommendations for policy, procedure, and process changes. It also prepares reports, maintains project schedules and status reports, facilitates and documents meetings and processes, and builds cooperative relationships with managers, employees, and other stakeholders. The position has no supervisory or leadership responsibilities.

The position is categorized as Essential Personnel. Work hours may include after-hours work, holidays, and weekends; shifts may change according to departmental needs, and additional hours outside the regular schedule may be required. The role may require travel to multiple work locations. Essential personnel may be required to work during emergencies or bad weather, including at times when they are not scheduled.

Requirements

• Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus one year of experience related to the job; experience may substitute for education up to a maximum of four years.
• Knowledge of business strategies, objectives, planning, development and management processes, and process improvement.
• Knowledge of research methodologies, cost/benefit analysis, statistics, and financial modeling.
• Knowledge of applicable City of Austin, state, and federal statutes, ordinances, and codes.
• Knowledge of performance measures, quality improvement programs, and project management methods.
• Oral and written communication skills across print, electronic, presentation, and telephone formats.
• Skill in using computers and related software applications.
• Skill in data analysis and problem solving.
• Ability to quickly recognize and analyze irregular data and situations.
• Ability to work independently and with teams.
• Ability to perform the essential functions of the job with or without reasonable accommodations.

Nice To Haves

• Strong organizational skills and ability to manage multiple deadlines and client needs.
• Experience managing and executing client-focused projects.
• Proven problem-solving skills and process improvement experience.
• Knowledge of strategic and business process methodologies.
• Experience in a government or municipal 3-1-1 call center.
• Proficiency in Microsoft Office Suite, including Visio.
• Account management experience with internal or external clients.
• Ability to travel to multiple work locations.

Responsibilities

• Assist in planning, executing, and closing projects in operational and administrative areas.
• Develop and maintain databases supporting data analysis and research for business projects.
• Assist in preparing recommendations for new or revised policies, procedures, and process changes or improvements.
• Write reports summarizing findings, data collection techniques, and implementation options.
• Establish project schedules using project-planning software or tools, update and maintain project status reports, and communicate project or process status.
• Conduct research, analyze trends, assess the accuracy and relevance of data, and use sound judgment to evaluate alternatives.
• Facilitate and document meetings, action items, and processes using flowcharting methodologies.
• Maintain positive working relationships with managers, supervisors, employees, and other stakeholders to gain their cooperation and support.
• Travel to multiple work locations when necessary as part of regular duties, subject to City driver safety standards; otherwise, arrange transportation to and from those locations.

Benefits

• Low-cost medical, dental, and vision benefits.
• Paid leave time and generous leave.
• Competitive retirement plan and retirement security through the City of Austin Employees’ Retirement System.
• Career development opportunities and professional development.
• Work-life balance programs.
• Wellness programs, on-site fitness centers, and mental health support.
• Access to public transit and bike-friendly infrastructure.
• Modern, innovative, and sustainable workspaces.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level