Senior Analyst (Utility Billing Operations) - Environmental Services Department

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José.

The City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 408-535-1285, 711 (TTY) , or via email at CityCareers@sanjoseca.gov .

About the Department

The Environmental Services Department (ESD) is a national leader in pollution prevention, watershed protection, utility service provision, and climate action. Together, ESD employees positively impact every resident and business in San Jose.

Our department is an exceptional place to start or grow your career. We have a supportive leadership team, numerous professional growth opportunities, and an inclusive workplace culture that is welcoming of your talents! We offer an array of meaningful career paths and value flexibility - offering hybrid work and alternative work schedules in select roles. Additionally, the City offers excellent health and pension benefits , as well as 15 paid holidays!

To learn more about ESD, follow @sjenvironment on X (formally Twitter), Facebook , Instagram , and San Jose Environmental Services on LinkedIn .

Position Duties

About the Division

The Administrative Services Division (ASD) team members gain satisfaction when facilitating trainings for ESD’s workforce; feel empowered when managing a full range of information technology data and services to almost 600 employees; deliver quality customer service in utility billing; enjoy their contributions to the success of peers by hiring and promoting the right people for the right positions; and oversee the budget planning and fiscal management for a wide variety of special funds that support the important work ESDers to. Join a diverse and dynamic team that provides key strategic support to ESD staff, programs, and utilities linking directly to the department’s mission. By providing behind-the-scenes support, our team makes a difference!

Position and Duties

Please note that applications are currently not accepted through CalOpps or any other third-party job board application system. To apply, applicants must complete an application via the City of San Jose’s website at www.sanjoseca.gov/citycareers.

The Environmental Services Department (ESD) is recruiting for a Senior Analyst to join the department’s Customer Information System (CIS) Operations team.

Part of ESD’s Administrative Services Division, the Customer Information System (CIS) Operations team is responsible for managing the technical and administrative needs of the City’s Utility Billing System. The Utility Billing System provides key data, billing information, and related financial processes for the City’s utility programs, including recycling and waste management, municipal water, and sanitary sewer and storm systems.

As an advanced-level user of the CIS, this Senior Analyst will be responsible for performing complex and specialized work in utility billing, operational support, and overall system management support.

This Senior Analyst position will also lead and coordinate multi- and cross-departmental efforts related to the CIS, such as upcoming projects to test and implement smart meter technology and coordinating efforts for new database integrations for an improved customer service experience. In addition, this position will participate in strategic planning with senior management related to system improvements, including technology and business operations.

The position will mostly be stationed at our Municipal Water location while supervising an Analyst and two Senior Office Specialists.

Typical duties include but not limit to:

• Leading ongoing efforts to make system improvements and adjustments to the system, billing processes, and related data management
• Developing and analyzing system reports and queries for thoroughness and accuracy
• Providing recommendations for system and database modifications based on analyses and input from various stakeholder groups, internal and external
• Consulting with technical and program leads on reporting requirements to ensure compliance with all regulatory agencies related to utility customers
• Coordinating the resolution of system defects with technical resources
• Liaising with the City’s Customer Contact Center and Finance Department on a variety of data, customer, and operational issues and oversee the work of support staff to implement required updates, process improvements, or changes to existing procedures.
• Managing system-related issues with Information Technology Department (ITD) and determining required or necessary actions to remedy system issues
• Performing needs analysis for system updates, updating and/or modifying system configuration to implement new billing processes or improving others

Salary Information

The actual salary shall be determined by the final candidate’s qualifications and experience. The below salary range includes an approximate five percent (5%) ongoing non-pensionable pay. The annual salary range for Senior Analyst is presently $113,327.76 to $138,072.48.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Minimum Qualifications

1. Education: A Bachelor’s Degree from an accredited college or university.
2. Experience: Four (4) years of increasingly responsible experience in general management/administrative analytic work in the areas of budget, finance, grant administration, organizational analysis, general administration, human resources, or related field in general analytical work.
3. Licenses: Possession of a valid State of California driver’s license may be required for some assignments.
4. Acceptable Substitutions: One (1) year of additional education above the Bachelor’s Degree level may be substituted for one (1) year of the required management/administrative analytic work.

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

Other Qualifications

Competencies

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations. Additionally:

• Demonstrates knowledge of automated data processing applications with general knowledge of system configuration within a utility billing and operational support system.
• Demonstrates knowledge of collecting, analyzing, and presenting data; Ability to effectively organize, analyze and interpret data and present solutions and make recommendations verbally and in writing to both technical and non-technical staff and management. A basic level comprehension and use of SQL and/or other database languages is desirable but not required.

Analytical Thinking - Approaching a problem or situation by using a logical, systematic, sequential approach. Demonstrates knowledge of how to troubleshoot system issues, and follow-up with recommended solutions to resolve issues.

Computer Skills - Experienced with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and advanced level experience with MS Excel. Experience with PowerBI or similar software is desirable.

Collaboration - Develops networks and builds alliances; engages in cross-functional activities.

Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently in a timely, accurate, respectful, and friendly manner.

Leadership - Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational supports and direction

Planning - Acts to align own unit's goals with the strategic direction of the organization; Defines tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.

Problem Solving - Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Communication Skills - Communicates and listens effectively and responds in an timely, effective, positive and respectful manner; written reports and correspondence are accurate, complete, current; well-organized, legible, concise, neat, and in proper grammatical form responds to statements and comments of others in a way that reflects understanding of the content and the accompanying emotion; asks clarifying questions to assure understanding of what the speaker intended, ensures consistent communication takes place within area of responsibility.

Selection Process

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to the Job Specific Questions. Only the candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews.

You will be prompted to answer the following job-specific questions during the online application process. Please note that there is a 4,000-character limit, including spaces, for each text response.

You must answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration.

If you have questions about the duties of this position, the selection or hiring processes, please contact Zoe McChesney via email at zoe.mcchesney@sanjoseca.gov

Additional Information:

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

You must answer all job-specific questions to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses. Please be advised that use of AI content in your responses may result in your removal from the hiring process.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email CityCareers@sanjoseca.gov and we will research the status of your application.

The City of San Jose offers a wide range of core health benefits including Medical, Dental, Vision, Employee Assistance Program, Life Insurance, Disability, and Savings Plans. Please visit the City's benefits pagefor detailed information on coverage, cost, and dependent coverage.

For information on the City’s Retirement Plan(pension for full-time employees), please visit the Office of Retirement Services website. You will be able to view information based on different Sworn/Federated job classification.

In additional to the benefits above, there is an additional perks siteto explore further benefits of working for the City of San Jose like paid leave, educational reimbursements, and holiday pay are specific to the job classification and union membership.

Closing Date/Time: 2/19/2025 11:59 PM Pacific

• 

• City of San Jose

• 408-535-1285

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