Customer Support Process Analyst Jobs in Florida

Description:

The Broward Constitutional Tax Collector’s Office ensures accountability, transparency, and direct service to the residents of Broward County. Every dollar collected is managed with integrity and efficiency, strengthening public trust and delivering essential services that touch every resident’s life.    

Why Join Us?

When you become part of our team, you’ll enjoy:

• Competitive pay
• Robust benefits package including: Florida Retirement System (FRS) participation, medical/dental/vision insurance, life insurance and legal services
• Generous paid time off, including 14 paid holidays
• Professional training and opportunities for career advancement
• The reward of serving your community while building a stable career in public service

The Process Analyst participates in, and leads, process improvement projects throughout the organization.

  Essential Functions  

• Leads and serves as a member on project teams using the Six Sigma Process Improvement methodology.
• Conducts workflow process reviews and process mapping to identify improvement opportunities.
• Assists with the design and implementation of new processes in partnership with process owners.
• Conducts regular reviews of procedures with content owners to ensure written procedures are up to date.
• Gathers and reviews relevant data to support necessary process improvement projects and conducts post-implementation reviews of relevant data to measure outcomes of process improvement projects. 
• Communicates process modifications to process owners and to stakeholder departments including IT, Training, Finance and Budget, and Communications and New Media Group to ensure coordination of resources and successful implementation.
• Helps test and pilot any proposed workflow changes, working cross-functionally with internal stakeholders.
• Serves as a subject matter expert on the TCO Tax System
• May assist with escalated client concerns and/or complex transactions related to delinquent real estate taxes, corrections or Value Adjustment Board inquiries.

Requirements:

Qualifications and Experience  

Bachelor’s degree in business administration, public administration, information technology or related field and three years of experience in process improvement, system design or related experience. Must possess and maintain a valid Florida driver’s license.

 Critical Competencies for Success
 

• Data Analysis: Ability to gather, review, analyze, and interpret data to support timely, reasoned decisions. Must be proficient in creating Excel spreadsheets for data organization, analysis, and reporting. 
• Agility: Ability to be adaptable to procedural changes and statutory interpretations. Thrive in a fast-paced service culture and being tenacious about achieving operational excellence.
• Interpersonal Skills: Strong commitment to client service (internal and external). Communicate complex thoughts, ideas and concepts effectively to ensure understanding. 
• Learning: Proactively continues growth by seeking opportunities to learn new things. Uses a “lessons learned” approach in evaluating activities. Puts new concepts and information to use quickly.

Work Conditions  

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. 

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, with periodic walking, bending, stooping, and some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing. 

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions such as rude/irate clients. 

This position requires occasional evening hours, and infrequent weekend hours.