Customer Service Process Optimizer

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

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.