Water Services Operations Analyst

The Water Services Operations Analyst provides professional level administrative and technical support and manages complex projects supporting various Customer Service Division programs. Assignments are comprehensive and complex and entail interactions between major organizational elements. The duties of this position require the exercise of independent judgment in carrying assignments through to completion, and involve substantial contact with management, other City employees, and outside regulatory agencies.

This recruitment will fill one position in the Customer Services division of the Water Services Department.

Responsibilities include:

• Organizing, verifying, and preparing operational reports.
• Prioritizing and executing functional tests and regression tests.
• Creating test cases based on requirements and conducting reviews with development team/business users.
• Documenting and evaluating test results.
• Raising issues/concerns to project team.
• Assisting with identifying and resolving technical/system challenges.
• Troubleshooting issues and generating test reports and metrics.
• Documenting and updating business process maps.
• Creating, maintaining, executing, and organizing reusable functional test cases in SharePoint repository.
• Utilizing a workforce management system to run distributions, forecasting, and scheduling.
• Evaluating operational opportunities such as managing systems, staffing levels and patterns, implementing automation when possible and preparing written recommendations for changes and/or improvements.
• Writing and/or editing manuals for uniform use of new or revised procedures and policies including development of training materials.
• Assisting in the implementation of new or upgraded technology including writing test scripts and conducting User Acceptance Testing.

• Ability to:
  • Conduct studies and research with independent thought and minimal supervision.
  • Work cooperatively with other City employees, outside regulatory agencies, and the public in one-on-one settings, group settings, or using a telephone.
  • Make basic mathematical calculations including addition, subtraction, multiplication, division, and percentage calculations.
  • Comprehend and make inferences from written materials in the English language.
• Knowledge of, or experience in:
  • Local, state, or federal government entities.
  • Work measurement, workforce management, or project analytics.
• Willingness to:
  • Work more than forty hours in a workweek without additional compensation to perform job duties, including weekends, evenings, early morning hours, and holidays as required.

Pay Range: $54,454.40 to $107,806.40 annually.

Hiring Range: $54,454.40 to $80,454.40 annually.

Pay Range Explanation:

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

A comprehensive benefits package is offered which includes:

• for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi

For more details, visit: Unit 007 Benefits

• One year of experience in functional operations, operations research, industrial engineering, or public administration.
• Bachelor's degree in industrial engineering, public administration, business administration or a related field.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• The City job description can be found here.
• All finalists for positions are subject to a criminal background check applicable to the department or position.
For information regarding pre-screening and driving positions,
• .

The minimum qualifications listed above, plus:

• Certifications in:
  • Lean.
  • Agile.
  • Six Sigma.
  • Project Management.
• One year experience in/with:
  • Customer call-center environments.
  • Research methodology, documentation, and analysis.
  • Business or technical writing in data analytics or usability or user experience.
  • SQL, Python, Java, HTML5, CSS, or RSS.
• Professional experience in/with:
  • Customer care and billing.
  • Data mining and analysis.
  • Testing management and testing methodology.
  • Call center systems and call center system management.
  • Process mapping, flow chart creation, and project management.

Recruitment closes March 20, 2024. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list.This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

• Job interviews may be held by video or audio conference.
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• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700.

Operations Analyst, JC:05260, ID#53591, 03/06/2024, USM, RG, Benefits:007

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City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.