Business Process Analyst (Customer Service)

Job Description:

Business Process Analyst (Customer Service)

Description

Grade 19 - Salary starts at $60,873.00 annually. Rate of pay depends on qualification.

Job Description

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.

San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:

• Competitive, market-based salaries
• Performance-based incentives
• Medical benefits
• Dental benefits
• Life insurance
• Prescription drug program
• Vision care plan
• Two retirement plans
• Deferred compensation plans (457 plan)
• Disability income
• Paid leave (vacation, sick, personal)
• Education assistance program
• Employee assistance program
• Flexible, tax-deferred health and dependent care spending accounts
• Wellness programs
• On-Site Fitness Facilities
• Community service opportunities

Closing Date/Time: 12/29/2024 11:59 PM Central

Salary:

$60,873.00 - $104,445.00 Annually