Supervisor, Customer Experience Systems & Technology

City-of-Seattle; Seattle (WA); On-site; USD 129,000 - 149,000; Full time

Job summary

Seattle City Light in Seattle seeks a Supervisor, Customer Support Systems to lead a team of functional analysts and drive the design, delivery and maintenance of customer-facing technology aligned with our reliability and service objectives.

You will translate business requirements into clear system design, collaborate with stakeholders across City departments and vendors, guide multiple small projects to timely, high-quality outcomes, and support a responsive, user-friendly experience for

Qualifications

• Requires five years of system, procedures, research or analysis.
• Experience supervising staff in a technology or customer service environment.
• Ability to translate business requirements into clear system design needs and evaluate technology solution options.
• Experience working with customer-facing systems or enterprise applications.
• Strong analytical and organizational skills.
• Knowledge of SDLC.
• Ability to manage technology vendors and contractual commitments.
• Demonstrated ability to manage multiple small projects and deliver on schedule.
• Strong communication across diverse stakeholder groups.
• Working knowledge of SQL and robotic process automation.
• Familiarity with public sector operations is a plus.

Responsibilities

• Supervise a team of functional analysts and contribute to system design, delivery and maintenance.
• Collaborate with stakeholders to define goals and develop an annual project workplan.
• Ensure staff deliver high-quality outcomes on time and manage vendor/IT resources.
• Translate business needs into technical designs and communicate with customer-facing teams.
• Guide projects through testing, implementation and continuous improvement.

Skills

Staff supervision

Requirements translation

Customer-facing systems

Cross-team coordination

System testing

Analytical thinking

Communication

SDLC knowledge

Vendor management

Project management

Multi-project management

Technical communication

SQL

RPA

Education

Bachelor's degree in business/public administration/finance/CS or related field

Tools

SQL

Robotic Process Automation

Job description

Seattle City Light in Seattle seeks a Supervisor, Customer Support Systems to lead a team of functional analysts and drive the design, delivery and maintenance of customer-facing technology aligned with our reliability and service objectives.

You will translate business requirements into clear system design, collaborate with stakeholders across City departments and vendors, guide multiple small projects to timely, high-quality outcomes, and support a responsive, user-friendly experience for