*CURRENT SAWS EMPLOYEES ONLY* Business Process Analyst (Customer Service)

San Antonio Water System; San Antonio (TX); On-site; USD 56,000 - 68,000; Full time

Job summary

San Antonio Water System (SAWS) seeks a Business Process Analyst (Customer Service) to analyze and document current processes, work with process owners and end users to develop improved models, and create performance indicators for all SAWS areas.

The role involves coordinating with internal units, external businesses, and stakeholders to implement changes and monitor outcomes, with a focus on efficiency and customer service excellence.

Qualifications

• Bachelor's degree in Management Information Systems, Business Administration, Public Relations, Communications, Public Administration, or a related field.
• Three years' progressively responsible experience in developing and implementing business processes, conducting analyses and modeling, coordinating reports/presentations, and external research.

Responsibilities

• Documents existing business processes using models, workflow diagrams, and explanations.
• Develops process improvement suggestions aligned with management initiatives.
• Assesses impact of proposed changes and develops cost/benefit analyses.
• Consults with external businesses to identify best practice processes.
• Acts as liaison between internal units to implement new processes.
• Develops performance indicators to measure process change results.
• Facilitates internal and external corporate benchmark surveys.
• Performs other duties as assigned.

Skills

Business analysis

Process modeling

Data management

Education

Bachelor's degree in MIS/Business/related field

Tools

Spreadsheet software

Databases

GIS software

Digital mapping

Presentation software

Internet tools

Job description

Grade 19 - Salary starts at $62,109.00 annually. Rate of pay depends on qualification.

Job Summary

The Business Process Analyst (Customer Service) is responsible for analyzing and documenting current business processes, as identified by management; working with process owners, participants, and end users to develop and implement improved business models; and facilitating the creation and tracking of performance indicators for all areas within SAWS.

Essential Functions

• Documents existing business processes using business models, workflow diagrams, and written explanations.


• Develops process improvement suggestions that align with management initiatives.


• Assesses impact of proposed changes to related business processes and develops cost/benefit analysis.


• Consults with external businesses to identify \"best practice\" process models.


• Acts as liaison between internal business units to facilitate new business process plans.


• Develops performance indicators to measure the results of the process change.


• Facilitates and communicates internal and external corporate benchmark surveys.


• Performs other duties as assigned.

Decision Making

• This position works under limited supervision.


• Will often work on more than one project at any one time.


• Prioritizes and evaluates time and resource requirements to meet deadlines.


• Uses effective communication and change management practices.

Minimum Requirements

• Bachelor's Degree in Management Information Systems, Business Administration, Public Relations, Communications, Public Administration, or a related field from an institution accredited by a nationally recognized accrediting agency.


• Three years' progressively responsible experience in developing and implementing business processes, conducting business analyses and modeling, coordinating the preparation of reports and presentations, and conducting external research.


• Proficient in the use of appropriate data management software (spreadsheets and databases), geographic information systems software and digital mapping techniques, project planning, presentation software, and internet tools.

Preferred Qualifications

• Demonstrated experience in interactive group techniques, functional analysis, process flow analysis sufficient to facilitate change management and other management improvements.


• PMP


• Lean Six Sigma Certification


• Demonstrated experience in process analysis projects


• Demonstrated project management experience

Job Dimensions

• Contact with employees from all levels throughout the organization.


• May need to travel to various SAWS locations.


• Communicates effectively, verbally and in writing.


• Frequent contact with internal and external customers, consultants, vendors, and government agencies.

Physical Demands and Working Conditions

Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment.