Business Services Analyst Associate - Utility Billing Services

City of Durham•Durham, NC

About The Position

The City of Durham’s Department of Water Management is hiring a Business Services Analyst Associate for Utility Billing Services. This position provides management analysis and oversight; departmental budget and personnel management; program administration and oversight; and risk management and safety services. The role maintains and updates databases and records, arranges training, collaborates with City departments, coordinates procurement activities, and tracks and monitors budgets. The position also analyzes utility billing customer service and operational performance, prepares reports and data visualizations, evaluates workflows, and supports process, system, and technology improvements. The analyst works with utility billing technicians, team leads, systems analysts, supervisors, management, IT, and other partners to support operations and resolve issues. The hiring range is $64,507–$70,944 annually. The schedule is 8:00 a.m.–5:00 p.m., 40 hours per week.

Requirements

Associate’s degree in business administration or a field related to the assignment.
Three years of experience related to the assignment.

Nice To Haves

North Carolina Public Notary may be preferred for some assignments.

Responsibilities

Maintain databases, online systems, files, and tracking tools; compile, verify, reconcile, and review information for accuracy and completeness.
Coordinate scheduling, logistics, and materials for training sessions, meetings, and departmental activities.
Provide basic technology troubleshooting and user assistance, escalating complex issues to the appropriate staff or department.
Monitor and analyze daily customer service and operational performance metrics, including call volumes, response times, service requests, issue resolution, first-call resolution, average handle time, and average hold time.
Collect, validate, analyze, and interpret operational and customer service data to identify trends, recurring issues, risks, and opportunities for improvement.
Prepare recurring and ad hoc reports, dashboards, presentations, and data visualizations to communicate results and operational insights.
Evaluate workflows and business processes to identify gaps, bottlenecks, inefficiencies, and opportunities to improve service delivery, accuracy, and productivity.
Analyze recurring operational issues to identify root causes and recommend process improvements.
Support implementation, testing, monitoring, and refinement of processes, procedures, systems, and technology.
Track the effectiveness of process changes and report outcomes, performance, and areas needing additional attention.
Provide analytical and administrative support for operational improvement projects, customer experience initiatives, and departmental priorities.
Collaborate with utility billing technicians, team leads, systems analysts, supervisors, management, IT, and other cross-functional partners to support objectives and resolve issues.
Communicate significant trends, risks, operational concerns, and improvement opportunities to staff and leadership.
Assist with developing and maintaining procedures, reference materials, training resources, and other operational documentation.
Participate in training and professional development activities related to customer service operations, reporting, data analysis, systems, and process improvement.
Perform other duties of a similar nature and level as assigned.