Senior Business Process Analyst

Orlando Utilities Commission (OUC) • Orlando, FL

1d • $92,000 - $115,000 • Hybrid

About The Position

OUC - The Reliable One, is presently seeking a Sr Business Process Analyst to join the Customer Experience & Sales division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations. We are looking for a collaborative, adaptable professional who thrives in ambiguity and can bring structure to a fast-paced, evolving environment. This role partners across Customer Experience & Sales, working closely with Customer Service and other business units, to analyze processes, facilitate improvement initiatives, and lead projects that transform the way OUC serves our customers.

Requirements

• Bachelor’s degree in Business, Business Process Improvement, or related field of study from an accredited college or university; two (2) years of additional experience (as described below) may replace each year short of the education requirement
• Minimum of five (5) years of experience in the utility industry or corporate environment to include three (3) years of experience in customer service, billing, or business improvement
• Demonstrated success in leading initiatives, re-engineering processes, and driving change at a corporate level.
• Strong collaboration and relationship-building skills, with the ability to work across functions and diplomatically influence stakeholders.
• Proficiency with Visio (or similar tools) and project management methodologies; experience using MS Project or Wrike preferred.
• Experience with CC&B, MDM, and other customer-facing or contact center technologies.
• Familiarity with customer journey mapping and change management principles.
• Lean Six Sigma or Six Sigma Green Belt certification (must be obtained within 18 months of hire).
• Working knowledge of process improvement methodology and supporting tools.
• Working knowledge of process development, improvement and documentation.
• Working knowledge of business requirements development and interpretation.
• Working knowledge of User Acceptance Testing planning and test case development.
• Working knowledge of data analysis, trends, reporting and interpretation from a variety of sources to reach insightful conclusions.
• Working knowledge of operational metrics, outcome and data analysis.
• Working knowledge of customer experience journey mapping.
• Familiarity with the define-measure-analyze-improve-control (DMAIC) approach to identify process inefficiencies and improvement opportunities.
• Familiarity with change management principles and activities.
• Familiarity with related industry, organizational and departmental policies, practices and procedures; legal guidelines, ordinances and laws.
• Familiarity with project management principles and methodologies.
• Develop, read and interpret process flow documentation; use flow diagramming software, such as Visio, to document and present current and future processes.
• Advanced Excel skills to include pivot tables, V-lookup, and modeling.
• Microsoft Office Suite (PowerPoint, Word, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
• Use project management software such as MS Project and Wrike.
• Ability to facilitate business process work sessions with varying group size.
• Demonstrate strong analytical ability and attention to detail.
• Exhibit excellent verbal and written communication skills.
• Develop and present impactful presentations; explain and answer questions, persuade and influence target audience.
• Make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages.
• Effectively collaborate with and build exceptional working relationships with stakeholders from different departments.
• Understand Customer Experience & Sales operations, processes and interdepartmental dependencies.
• Understand complex utility/energy concepts, processes, policies, and systems.
• Minimum of five (5) years of experience in process improvement or change management to include:
• Experience in research and data analysis business process improvements, operational efficiency, quality, service, profitability, leveraging automation and technology, business requirements and system upgrade testing.
• Experience with information systems or technology to include but not limited to customer information and billing systems, meter data management systems, contact center technologies, or customer facing technology.
• Experience performing and reporting on quantitative and qualitative analysis.

Nice To Haves

• Project Management Professional (PMP) certification preferred.
• Utility experience using Oracle’s Utility Customer Care & Billing (CC&B) and Meter Data Management (MDM) Software (preferred).
• Structured Query Language (SQL) capability and reporting (preferred).

Responsibilities

• Facilitate workshops and working sessions to evaluate processes, uncover gaps, and recommend improvements.
• Lead initiatives that drive process transformation, change management, and customer-focused enhancements.
• Perform root cause analysis and translate findings into actionable, measurable solutions.
• Collaborate with IT and business stakeholders to leverage automation and technology, including Customer Information Systems (CC&B, MDM) and customer-facing platforms.
• Document and optimize workflows using Visio and project management tools (e.g., MS Project, Wrike).
• Apply customer journey mapping to identify friction points and improve the customer experience.
• Build consensus and maintain diplomacy when navigating complex or unstructured situations with diverse stakeholders.
• Understand utility and energy concepts, interdepartmental dependencies, and contact center operations to ensure initiatives align with business needs.
• Perform analysis across assigned Business Units and lead the facilitation of business process improvement sessions across the department(s) to identify issues and gaps for the purpose of making recommendations related to improving or changing business processes, policies and procedures to improve operational efficiencies, quality, service, and profitability.
• Develop business requirements, assist with test cases and user acceptance testing for system upgrades; change, create and/or maintain related documentation.
• Collaborate with Digital Technology to translate business requirements into functional requirements.
• Perform research to identify process inefficiencies and stakeholder friction points that cause unnecessary resource expenditures or stakeholder effort and recommend gap closure initiatives, policy, process, and procedure changes.
• Review business procedures and policies relative to assigned Business Units’ business processes, systems and technology and its associated functionality. Recommend new or relevant changes to business processes, and promote leveraging the use of the technology to improve business processes, productivity and efficiency as well as the stakeholder experience.
• Develop business requirements for system changes; assist in preparing test cases, participate in UAT process; collaborate with Digital Technology and stakeholders on functional requirements.
• Serve as the operational Subject Matter Expert (SME) resource for the assigned Business Unit systems, applications, or operations planning; provide research, analysis, and business process documentation to be used by the training team for users.
• Perform workflow reviews, participate and/or lead employee interviews, develop and/or review process flows with others to identify data flow breakdowns and process handoff inefficiencies.
• Perform in depth research, analyses and studies relative to process and performance defects as indicated by the data and/or interactions with peers and key stakeholders.
• Review business workflow and training content and recommend updates to manuals and job aids relative to upcoming system, process, policy and procedure changes.
• Assist with the assigned business unit governance for process, policy and procedural changes across the organization.
• Provide input to and content for change control communications to educate and inform others.
• Assist in the review and solutions for user/system related trouble tickets and exception reports; analyze, report on results and assist in implementation of change.
• Perform data analysis and reporting on metrics and trends.
• Perform systematic and periodic quality checks on/in various areas of the assigned Business Unit capabilities and systems in order to understand gaps and barriers to performance.
• Perform other duties as assigned.

Benefits

• Competitive compensation
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period.
• Retirement benefits include a cash balance account with employer matching along with a health reimbursement account.
• Paid vacation, holidays, and sick time
• Paid parental leave
• Educational and Professional assistance programs; Paid Memberships in Professional Associations
• Access to workout facilities at each location
• Paid Conference and Training Opportunities
• Free downtown parking

What This Job Offers

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