Temporary - Research Analyst

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in Business Administration, Public Administration, Social Sciences or related field, to include six (6) semester hours involving or related to statistics and one (1) year of experience in a research field.

Or

• Master’s Degree in Business Administration, Public Administration, Social Sciences or related field.

Licenses and Certifications Required:

• None

Notes to Applicants
The Research Analyst position serves as technical support for Austin 3-1-1’s CRM system. The main focus for this position will be to assist in the implementation of major projects. The Research Analyst will work closely with Austin 3-1-1 IT Application Analysts team to complete the following functions:

• Manage CRM user accounts and licenses. Identify and stop date accounts for staff who no longer need access. Will be responsible for creating new user accounts in new solution. * Identify and configure CRM user roles and security levels for all user accounts.
• Assist with database testing of configuration done by IT Application Analyst.
• Assist with service request testing of configuration done by IT Application Analyst.
• Documentation of processes related to configuration and business practices.
• Creation of basic reports for analysis during migration of data from CSR to new CRM solution.
• Assist with testing of Mobile App configuration done by IT Application Analyst.
• Assist with testing of configuration for any intake platforms done by IT Application Analyst.

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
• This position requires experience in customer/consumer service for utility/construction or related services. Please include all your relevant work experience that meets this requirement.

Assessments:

Your skill level in some of the competency areas for this job may be assessed through skills testing.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations for the City of Austin.
• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule

Pay Range
$25.40 - $30.10
Hours
Monday - Friday
8:00 a.m. - 5:00 p.m.
Job Close Date 05/06/2024 Type of Posting External Department Austin Energy Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Professional Location RLC/Hybrid/Remote Preferred Qualifications
Preferred Experience:

• Technical support experience in a customer relationship system, including identifying, configuring and testing possible solutions.
• Experience in creating and updating documentation for business processes and system configuration.
• Experience in creating basic data reports in support of operational and project analysis.
• Experience in supporting technical projects with documentation, tasks completion, note taking, etc.

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Gathers data to meet specific project objectives by using various informational sources. Assists in planning design instrumentation and research methodology for gathering data. Collects information and establishes a database to catalogue, update and retrieve data. Analyzes data to determine trend, discrepancies or other specific departmental business issues. Coordinates meetings with targeted audiences to identify or clarify departmental issues, which may include committees, consultants, citizen’s groups, etc. Authors or edits technical reports to provide a summary of findings. Manages data using statistical analysis processes and project management techniques. Conducts presentations and designs ancillary visual graphics to enhance reporting.

Responsibilities - Supervisor and/or Leadership Exercised:
None
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of statistical methodology.
• Knowledge of city practice, policy and procedures.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Ability to establish databases to maintain or track data.
• Ability to conduct presentations.
• Ability to author technical documents.
• Ability to identify variables and utilizing various resources to gather data.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain good working relationships with other city employees and the public.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
The City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* Graduation with a Bachelor's degree from an accredited college or university with major coursework in Business Administration, Public Administration, Social Sciences or related field, to include six (6) semester hours involving or related to statistics and one (1) year of experience in a research field. Or Master's Degree in Business Administration, Public Administration, Social Sciences or related field. Do you meet these qualifications?

• Yes
• No

* Please describe how your education and experience 1) meet the minimum qualifications and 2) relate to this position.
(Open Ended Question)
* Austin 311 is a 24x7 call center and this position is considered an "essential" position with the City of Austin, which may require work hours outside of normal business hours. Are you available to work any shift, including nights, weekends and/or holidays?

• Yes
• No

* Provide a brief description of your experience with writing process documentation.
(Open Ended Question)
* Provide a brief description of your experience with SQL queries or any database reporting software.
(Open Ended Question)
* Provide a brief description of your experience utilizing a customer relationship management system.
(Open Ended Question)
* Describe your experience in writing and implementing user acceptance test plans.
(Open Ended Question)
* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful Criminal Background Investigation (CBI) to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation (CBI).

Optional & Required Documents

Required Documents Optional Documents

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