Business Insights & Process Improvement Associate

City of Durham; Durham (NC); On-site; USD 65,000 - 71,000; Full time

Job summary

City of Durham is seeking a results-oriented analyst to support the Water Management Department with performance measurement, data analysis, and process improvements. This role focuses on budgeting, program administration, and operational oversight within a team of over 380 staff.

Responsibilities include maintaining databases, generating dashboards, and coordinating training and meetings. Strong communication and cross-functional collaboration are essential to drive service improvements for

Qualifications

• Associate's degree in business administration or a field related to the assignment is required.
• Three years of experience related to the assignment.

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; elevate complex technical 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 performance trends, recurring issues, risks, and opportunities for improvement.
• Prepare recurring and ad hoc reports, dashboards, presentations, and data visualizations to communicate performance results and operational insights to staff and leadership.
• Evaluate workflows and business processes to identify operational gaps, bottlenecks, inefficiencies, and opportunities to improve service delivery, accuracy, and productivity.
• Analyze recurring operational issues to identify root causes and recommend appropriate process improvements.
• Support the implementation, testing, monitoring, and refinement of new processes, procedures, systems, and technology.
• Track the effectiveness of implemented process changes and provide updates on outcomes, performance, and areas requiring 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 operational objectives and resolve issues.
• Communicate significant trends, risks, operational concerns, and improvement opportunities to appropriate staff and leadership.
• Assist with the development and maintenance of procedures, reference materials, training resources, and other documentation needed to support consistent operations.
• Participate in training and professional development activities to strengthen knowledge of customer service operations, reporting, data analysis, systems, and process improvement.
• Perform other duties of a similar nature and level as assigned.

Skills

Data analysis

Reporting

Customer service

Project coordination

Cross-functional collaboration

Training coordination

Education

Associate's degree in business administration or related field

Job description

City of Durham is seeking a results-oriented analyst to support the Water Management Department with performance measurement, data analysis, and process improvements. This role focuses on budgeting, program administration, and operational oversight within a team of over 380 staff.

Responsibilities include maintaining databases, generating dashboards, and coordinating training and meetings. Strong communication and cross-functional collaboration are essential to drive service improvements for