Business Systems Supervisor

City of Raleigh North Carolina • Raleigh, NC

6d

About The Position

Raleigh Water’s Customer Care & Billing (CC&B) Division is seeking an experienced Business Systems Supervisor to lead its Application Testing, Quality Assurance, and Training & Development functions. The role leads technology testing activities to support reliable, secure, user-focused, well-documented, and thoroughly tested technology solutions before production deployment. It oversees the division’s Quality Assurance program, promoting consistent customer service, adherence to policies and procedures, and continuous improvement. It also leads employee training and development, including new employee training, system and process training, ongoing employee development, and training associated with technology and business-process changes.

The supervisor works across technical and operational areas, coordinating with business units, technical teams, vendors, City departments, and other stakeholders. The position supports system changes, implementations, release activities, process improvements, employee readiness, and customer-service operations. The role requires strong supervisory, analytical, organizational, communication, and project coordination skills, with attention to quality, deadlines, documentation, and stakeholder needs.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, and 3 to 5 years of experience in strategic planning, project management, data analysis, or a related field; an equivalent combination of training and/or experience may be substituted.
• Knowledge of customer care and billing business processes, business operations, and supporting technology.
• Knowledge of program administration, supervision, project coordination, and work management.
• Knowledge of application testing concepts, test planning, defect management, documentation, release readiness, and quality control.
• Knowledge of training and development principles, including needs assessment, curriculum design, adult learning, instructional delivery, evaluation, and continuous improvement.
• Knowledge of quality assurance principles and practices, including evaluation criteria, calibration, trend analysis, documentation, and performance improvement.
• Knowledge of advanced business process analysis and documentation.
• Knowledge of basic information technology management practices and enterprise application support.
• Knowledge of modern office practices and commonly used business applications, including word processing, spreadsheets, presentations, databases, and collaboration tools.

Nice To Haves

• Experience supervising or leading professional staff responsible for business systems, application testing, training, quality assurance, or related functions.
• Experience planning, coordinating, and executing application testing for enterprise systems, including functional, integration, user acceptance, and regression testing.
• Experience supporting utility billing, customer information, customer care, financial, or other complex enterprise business systems.
• Experience managing employee training programs, curriculum development, new employee training, system or process training, or adult learning initiatives.
• Experience developing, administering, or improving a quality assurance program, including evaluation criteria, calibration, trend reporting, documentation, and review processes.
• Experience coordinating complex projects, releases, system changes, integrations, vendors, and cross-functional stakeholders.
• Familiarity with ServiceNow.
• Experience developing metrics, dashboards, reports, presentations, procedures, reference materials, and executive or leadership communications.

Responsibilities

• Supervise and manage assigned employees, including recruitment, interviewing and hiring, onboarding, coaching and employee development, performance management, progressive discipline, and separation or termination activities.
• Prioritize and assign work, and manage schedules and leave.
• Complete performance evaluations and address employee performance and workplace concerns.
• Lead and oversee functional, system integration, user acceptance, regression, and other application testing for changes affecting CC&B and related applications, interfaces, and business processes.
• Coordinate with business units, technical teams, vendors, and other stakeholders to determine testing requirements, scope, priorities, level of effort, expected results, business impacts, dependencies, and implementation readiness.
• Manage the employee training and development program, including needs assessment, curriculum and course design, content development, training schedules, delivery methods, documentation, and evaluation of effectiveness.
• Partner with CC&B leadership, operational and technical teams, vendors, and other City departments on cross-functional projects, system implementations, process changes, releases, and operational improvement initiatives.
• Support production implementations and post-implementation activities, including issue identification, validation, communication, coordination, and follow-up.
• Perform other duties as required.

What This Job Offers

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