Customer Services Analyst Jobs (NOW HIRING)

Position Description Work. Serve. Thrive.

With the City of Durham Advance in your career while making a real difference in the community you serve. Hiring Range: $68,038.00 - $86,763.00 Hours/Schedule: 8:00 AM - 5:00 PM (Subject to rotating overnight shift) The City of Durham's Department of Water Management (DWM) wants YOU to join our team of more than 380 talented and dedicated employees that provide critical water and sewer services for Durham's 309,000 plus residents. Not only do we deliver the Best Tasting Water in the state to our customers each and every day, but we also make sure that the wastewater leaving our facilities is carefully treated to protect the environment

We have a wide-ranging variety of positions open to match your skill set - mechanics, engineers, maintenance specialists, technicians, customer billing techs, and much more. If you have a passion for managing vital water resources, protecting the environment, providing excellent customer service, and keeping the water and wastewater in the pipes, bring your skills and talent to Durham. This role supports the administration, maintenance, and monitoring of the department's technology systems.

Responsibilities include managing system roles and user groups, overseeing daily and overnight batch processes, troubleshooting issues, supporting system updates and testing, and providing technical assistance. The position serves as backup to and reports to the System Administrator. The role requires applying established criteria to resolve technical and operational problems, make recommendations, and ensure work complies with policies, procedures, and regulatory requirements.

Devoted to providing technical support, administration, and maintenance/management of a department's technology systems and equipment, including user/technical support, data/database management and data extraction/analysis. Requires education and experience to select and apply criteria to resolve problems and make recommendations. Decision-making includes selecting the method to address a problem or issue, subject to the constraints established by management objectives and direction.

Position is responsible for researching, compiling, and analyzing information; preparing reports; managing programs and/or processes; assessing programs and performing quality control; consulting with management and other staff; performing special projects; serving as a liaison to other City departments, vendors or external customers, as assigned. Also, analyzing operational processes and recommending improvements; developing performance measures; developing and updating business plans and assisting with strategic planning. As assigned, an incumbent may serve as a lead worker, assigning work and monitoring work completion or supervising paraprofessional and/or support staff including conducting performance evaluations, coordinating training, and implementing disciplinary action.

Duties/Responsibilities Administer technology systems, including user access, configuration, and performance monitoring. Oversee and troubleshoot scheduled daily and overnight batch processes, including vendor file processing and issue resolution. Participate in system testing for updates, patches, and enhancements.

Research, compile, analyze, and report program and operational data; maintain records, manuals, contracts, and related documentation. Develop and maintain databases and system tools; ensure data accuracy and compliance. Assess operational processes, perform quality control, recommend improvements, and assist with strategic planning and performance measure development.

Serve as a liaison to internal departments, vendors, and external agencies; provide consultation, training, and program support. Coordinate or lead special projects and outreach activities. As assigned, provide lead-worker oversight or supervise support staff, including training and performance monitoring.

May require third-shift oversight to manage and resolve issues with scheduled processes. Administers programs including evaluating program performance; performs quality control; develops performance measures; recommends improvements; assists with strategic planning; and ensures compliance with applicable regulations, policies, and procedures. Coordinates the preparation of, and prepares, maintains, reviews, and/or submits policy, operational, financial, and related reports, records, user guides manuals, contracts, agreements; designs and manages databases and systems; researches, analyzes, compiles, extracts, digitizes, and/or reviews data; reviews work and the work of others for accuracy, completeness and compliance with contracts and applicable regulations, policies, and procedures.

Collaborates with, and serves as a liaison to, City management and departments, vendors, and/or external agencies; attends meetings to provide consultation and professional assistance; coordinates public outreach; conducts site visits and/or investigations, as assigned; develops and delivers training, as assigned; and promotes programs and other department operations. Position may require third shift oversight of scheduled processes, and actions to quickly and accurately resolve issues surrounding said processes. Performs other duties of a similar nature and level as assigned.

Minimum Qualifications & Experience Bachelor's degree or equivalent in computer science, information technology, or directly related field Two years of professional experience in an area related to assignment. Additional Preferred Skills For positions performing and coordinating applications support operations: working knowledge of ASP.NET, C#, VB.NET, JAVA, DHTML, XML, Java Script and other scripting/programming languages is preferred. For positions performing and coordinating GIS operations: a certified geographic information systems (GIS) professional certification is preferred.