Manager Customer Billing Solutions (Water Resources)

Hillsborough County Board of County Commissioners • Tampa, FL

7h

About The Position

This departmental position is responsible for the coordination of all functional activities within the Oracle CCS system as well as managing system patches, quarterly and annual updates.

Requirements

• Bachelor's degree from an accredited college or university with a major in Business Administration or other related technical/engineering field; AND
• Five years' experience managing a team in specialized support areas such as Oracle CCS application support, or client support. OR
• An equivalent combination of education (not less than a high school diploma/GED), training, and experience that would reasonably be expected to provide the job-related competencies noted below (For education and experience only, does not include legally required Licenses or Certifications.
• Driver's license required
• Knowledge of Oracle Cloud Infrastructure (OCI) architecture, including regions, availability domains, fault domains, and high-availability designs.
• Knowledge of cloud governance models, compartment strategies, and tenancy management within OCI.
• Knowledge of enterprise networking concepts including VCN design, routing, VPN, FastConnect, load balancing, and network security controls.
• Knowledge of monitoring, logging, and performance management tools (OCI Monitoring, Logging, Service Connector Hub).
• Knowledge of Oracle database platforms and clous database services including Autonomous Database and OCI Database Systems.
• Knowledge of planning and executing system upgrades, migrations, and cloud modernization initiatives. Establishing monitoring, alerting, logging, and incident response processes.
• Effective verbal and written communication skills.
• Ability to build inclusive teams and motivate others towards shared goals.
• Conflict management skills.
• Ability to multi-task, prioritize, and be effective under pressure and in emergency situations.
• Ability to mentor and encourage staff development.
• Critical Thinking: Working with a scope that covers several critical areas such as customer bills/payments. New and changes to the Policy/Procedure are made by this position.
• Decision Making: Exercise independent judgement in resolving complex issues. Evaluate new approaches to solving problems. Connect how changes will impact multiple sections of the department.
• Communication: Daily contact with senior staff. Being sure procedures/goals/policy are clear and concise. Monthly staff meeting to keep everyone informed.
• Strategic Planning: Plans events surrounding rates changes and other events affecting utility customers, annual revenues, and expenditures.
• Managerial/Operational Skills: Plans, assign roles, and coordinates monthly, quarterly, and yearly functions related to any billing, payment, and reporting of revenues in the Enterprise Systems billing system.
• Leadership: Must possess leadership skills in management, with the ability to understand new technology and devices to better serve our customers and provide a self-serve opportunity.
• Analytical Ability: Advanced knowledge of SQL, Oracle, and/or database best practices. Proven analytical skills and the ability to distill and simplify complex concepts. Advanced understanding of large scale or enterprise-wide system analysis and impacts to the organization and customers.
• Managing Complexity: Advanced and proven experience with managing enterprise-wide systems, advanced knowledge managing complex interface hardware and software systems. Must understand Oracle CCS, Neptune AMI advance infrastructure, and billing systems.

Responsibilities

• Manages and assists a team of functional support specialists engaged in the performance of highly complex billing systems administration activity functions related to the configuration choices, testing, installation, maintenance, and support of Water Resources Department's customer billing systems. Collaborates with functional teams to identify process gaps, implement enhancements, and improve adoption of new functionality.
• Manage, control, and assist the strategic and day-to-day direction of a technical functional team assuring that goeals, objectives, and performance levels are met. Manage administrative activities related to personnel coordination/issues. Manage section staff resources, coordinate recruitment of staff, and make hiring recommendations. Develop solutions for new business requirements and ensure system processes operate as designed.
• Working with subject matter experts to manage the customer billing systems, infrastructure standards, and system strategy within the Water Resources Department. Administer financial interfaces between customer systems and integrated platforms. Manage and coordinate new technical systems once any acquisition has been procured and assure timely implementation of needed business solution for Water Resources Department.
• Ensure approved section policies, procedures, and staff assignments are followed to maintain performance levels and/or improve operations & support activities.
• Assists with management of the section's disaster recovery plans related to the Customer Care and Billing systems, databases, and backup infrastructure.
• Manages the budget for business system contracts, upgrades, and annual licensing. Prepares budget estimates & associated documents, monitors the status of allocated funds, expenditures, and manages support contracts. Significantly contributes to section and departmental business and continuity plans, support emergency response needs.
• Serve as liaison with Oracle for CCS, CMMS, and Unifier systems. Coordinate with service providers to resolve issues and support vendor provided patches, updates, and enhancements. Coordinates system configurations, functional enhancements, and contract management with vendors.
• Oversee the Oracle CCS system, ensuring security, functionality, and compliance with data protection standards. Manage system updates, patches, and upgrades including testing and training ensuring smooth implementation with minimal customer impact.
• Support and manage current and future integrations for work order systems, customer self-service modules, IVR/IWR systems (ensuring PCI compliance), and AMI data retrieval.
• Provide 24/7 system coverage and response, including triage, analysis, and resolution of configuration and extension issues.
• Other related duties as assigned.

Benefits

• Generous PTO & Holiday Plan
• Health Plans
• Health Savings Account
• Dental & Vision Plans
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Tuition Reimbursement
• Cafeteria Benefit
• Life Insurance
• Short & Long-Term Disability Insurance

What This Job Offers

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