Business Services Analyst Associate - Utility Billing Services

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

Work. Serve. Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

Hiring Range: $64,507.00- $70,944.00 Annually

Hours/Schedule: 8:00am - 5:00pm, 40 hours per week

The City of Durham's Department of Water Management (DWM) wants YOU to join our team of more than 380 talented and dedicated employees that provide critical water and sewer services for Durham's 309,000 plus residents. Not only do we deliver the Best Tasting Water in the state to our customers each and every day, but we also make sure that the wastewater leaving our facilities is carefully treated to protect the environment. We have a wide-ranging variety of positions open to match your skill set - mechanics, engineers, maintenance specialists, technicians, customer billing techs, and much more. If you have a passion for managing vital water resources, protecting the environment, providing excellent customer service, and keeping the water and wastewater in the pipes, bring your skills and talent to Durham!

This position is devoted to providing management analysis and oversight; departmental budget and personnel management; program administration and oversight; risk management and safety services.

Position is responsible for maintaining and updating databases; managing records; conducting and/or arranging for training; collaborating with City departments; coordinating procurement activities and tracking and monitoring budgets.

• 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.

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

• North Carolina Public Notary may be preferred for some assignments.