Business Systems and Process Manager

Polk County Board of County Commissioners•Winter Haven, FL

4d•$92,164 - $138,236•Onsite

About The Position

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. The mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions. Must be able to perform the essential functions of the position, with or without reasonable accommodation. Essential functions and job-related requirements, including physical and cognitive demands, are described below. This job description outlines the general scope of duties and responsibilities and is not intended to be an exhaustive list of all tasks that may be assigned.

Requirements

Knowledge of business process management, process mapping, workflow analysis, continuous improvement, and organizational change management principles and practices.
Knowledge of enterprise system implementation and integration concepts, including requirements analysis, configuration, testing, deployment, data migration, security, and lifecycle support.
Knowledge of industry-standard frameworks and methodologies, business analysis, and project management.
Knowledge of key performance indicator development, operational analytics, service-level measurement, and benefits realization.
Knowledge of modern enterprise and cloud technology environments, application programming interfaces, low-code automation platforms, databases, reporting tools, and system integration concepts.
Ability to map and re-engineer complex technical and operational processes and convert findings into implementable recommendations.
Ability to develop clear business requirements, user stories, use cases, acceptance criteria, process models, technical specifications, and implementation documentation.
Ability to perform advanced troubleshooting, root-cause analysis, and data interpretation to identify process failures and system performance issues.
Ability to lead cross-functional teams, facilitate meetings, build consensus, manage competing priorities, and communicate effectively with technical and non-technical audiences.
Ability to plan and manage multiple projects, vendors, schedules, risks, dependencies, and deliverables.
Strong stakeholder management, change management, negotiation, presentation, organizational, and written communication skills.
Proficiency with process mapping and collaboration tools such as Microsoft Visio, Microsoft 365, and comparable enterprise platforms.
Graduation from an accredited four (4) year college or university with a bachelor’s degree in computer science, information technology, information systems, business administration, engineering, operations management, or a closely related field.
Minimum of seven (7) years of progressively responsible experience in business process management, business systems analysis, enterprise system implementation, IT operations, workflow automation, technical consulting, or a closely related field.
Minimum of three (3) years of supervisory, project leadership, or cross-functional team leadership experience.
Experience developing business requirements, process maps, user stories, performance measures, and implementation documentation for enterprise technology or operational improvement initiatives.
Equivalent combinations of education, training, and related experience may be considered.

Nice To Haves

Professional certification or formal training in business analysis, project management, or change management.
Experience with CIS, enterprise asset management, document management, project management, financial management, analytics, integration, or cloud platform implementations in a public utility, local government, or similarly complex operating environment.
Experience with Microsoft Power Platform, Microsoft Azure, Microsoft Visio, Power BI, or comparable tools.

Responsibilities

Lead the documentation, mapping, analysis, and redesign of technical, administrative, and operational processes across the Utilities Division.
Identify bottlenecks, duplicate effort, control gaps, manual handoffs, and failure points; develop practical recommendations that improve efficiency, reliability, quality, and customer service.
Facilitate process improvement workshops, root-cause analyses, value-stream reviews, and cross-functional problem-solving sessions.
Apply recognized process and service management methodologies as appropriate to the initiative.
Collaborate with development, operations, IT support, GIS, SCADA, data, records, finance, and other business teams to translate business requirements into automated workflows and technical solutions.
Evaluate opportunities to replace manual or fragmented processes with configurable enterprise applications, low-code tools, system integrations, process automation, and modern cloud-based technologies.
Develop business process models, functional requirements, user stories, use cases, acceptance criteria, data requirements, and technical specifications for new or enhanced solutions.
Coordinate solution testing, user acceptance testing, defect resolution, deployment readiness, and post-implementation stabilization activities.
Support the planning, selection, deployment, integration, and lifecycle management of enterprise systems, including CIS, asset management, project management, document management, financial management, workflow, analytics, and cloud platforms.
Coordinate with internal technology teams, vendors, consultants, and end users to ensure systems meet operational needs, security standards, data governance requirements, and County technology policies.
Assist with system configuration, integration planning, data migration, role design, documentation, release management, and operational support procedures.
Maintain a prioritized portfolio or backlog of business system enhancements and process improvement initiatives, including scope, dependencies, risks, owners, schedules, and expected benefits.
Establish and maintain key performance indicators, service-level measures, process health metrics, system reliability measures, and operational efficiency targets.
Develop or coordinate dashboards and reports that provide management with timely, accurate, and actionable information.
Analyze system, workflow, and operational data to identify trends, recurring failures, control weaknesses, and opportunities for improvement.
Measure and report the realized benefits of process and technology initiatives, including time savings, cost avoidance, risk reduction, service improvement, and user adoption.
Serve as a primary liaison among business units, software engineering, IT support, cybersecurity, data teams, and third-party vendors to maintain alignment on priorities, requirements, and delivery expectations.
Lead cross-functional project teams and working groups; clarify roles, resolve issues, manage dependencies, and communicate decisions and status to stakeholders and leadership.
Develop change management, communication, training, and adoption strategies to support successful implementation of new processes and technologies.
Promote standardization, documentation, knowledge sharing, continuous improvement, and effective governance across business systems and operational processes.
Develop and maintain process maps, standard operating procedures, system documentation, data definitions, decision logs, training materials, and support resources.
Assist in developing governance standards for business applications, integrations, workflow automation, system access, data quality, change control, and solution ownership.
Support troubleshooting and root-cause analysis for complex system or process issues and coordinate corrective actions with appropriate technical and operational teams.
Prepare presentations, recommendations, status reports, business cases, and other documentation for Utilities leadership and County stakeholders.