Austin Energy
Business Process Specialist (Quality Assurance) - Austin Energy Employees Only
Austin Energy, Austin, Texas, us, 78716
Position Information
Posting Title Business Process Specialist (Quality Assurance) - Austin Energy Employees Only
Job Requisition Number AE503949
Position Number 111931
Job Type Full-Time
Division Name Customer Account Management
Minimum Qualifications
Education and/or Equivalent Experience:
Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus one (1) year experience related to the job.
Experience may be substituted for education up to a maximum of four (4) years.
Licenses or Certifications:
None
Notes to Applicants
The Business Process Specialist ( BPS ) reports to the Customer Account Supervisor within the Operational Review and Analysis ( ORA ) team. The BPS focuses on business processes related to Billing Services Management ( BSM ) and Payment Services Management ( PSM ) and includes analyzing existing processes through monitoring, root cause analysis, and data analysis as well as developing new processes based on business requirements. The BPS also leads internal projects and represents BSM and PSM within cross-functional teams that include a variety of Austin Energy business units and City of Austin departments.
Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE (http://www.austintexas.gov/department/active-employee-benefits) for more information.
Employment Application:
The City of Austin employment application is an official document; incomplete applications will not be considered.
Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
If you are selected as a top candidate:
Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
This position requires a criminal background investigation.
Work Schedule:
Work hours may include after hours, holidays, and weekends.
Shifts may change according to departmental needs.
Employee may be required to work additional hours outside of regular work schedule.
Pay Range
$29.23 – $36.54
Hours
Monday – Friday
Business Hours: 7:00 a.m. – 5:00 p.m.
Job Close Date 01/16/2025
Type of Posting Division Only
Department Austin Energy
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Professional
Location 4815 Mueller Blvd.
Preferred Qualifications
Preferred Experience:
Experience with project and change management
Experience with contract monitoring
Experience with call quality assurance programs
Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Assists in planning, executing and closing projects in a variety of operational and/or administrative situations related to specific assignments/areas.
Develops and maintains databases to support data analysis and research findings for business projects.
Assists in preparation of recommendations for implementation of new or revised policies, procedures, and/or process changes/improvements.
Write reports that summarize findings, data collection techniques, implementation options, etc.
Establishes project schedules using project planning software/tools, updates and maintains project status reports. Communicate project/process status.
Conduct research, analyze trends, determine accuracy and relevancy of data/information, and use sounds judgment to evaluate alternatives.
Facilitates and documents meetings, action items, and processes using flowcharting methodologies.
Maintains positive working relationships with managers, supervisors, employees and other stakeholders to gain their cooperation and support.
Responsibilities- Supervision and/or Leadership Exercised:
None
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Knowledge of business strategies, objectives, planning, development and management processes and process improvement
Knowledge of research methodologies, cost/benefit analysis, statistics and financial modeling
Knowledge of applicable City of Austin, state and federal statutes, ordinances and codes
Knowledge of performance measures, quality improvement programs and project management methods
Skill in oral and written communication using a variety of formats including: print communication, electronic format, presentations and telephonic
Skill in using computers and related software applications
Skill in data analysis and problem solving
Ability to quickly recognize and analyze irregular data and situations
Ability to work independently and with teams
Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Supplemental Questions
Required fields are indicated with an asterisk (*).
This position requires Graduation with a Bachelor's degree from an accredited college or university with major coursework in a field related to the job, plus one (1) year experience related to the job. Experience may be substituted for education up to a maximum of four (4) years. Do you meet these minimum qualifications?
Yes
No
Please describe how you meet the minimum qualifications listed in the previous question. Include details such as degree type, major, graduation date, years of relevant experience, title, and work group.
(Open Ended Question)
Please describe in detail your experience as it relates to project management and change management. Be sure to include details such as your role on the project and scope of responsibilities.
(Open Ended Question)
Please describe in detail your experience with contract monitoring. Be sure to include details such as your role related to the contract and scope of monitoring responsibilities.
(Open Ended Question)
Please describe in detail your experience call quality programs. Be sure to include details such as your role related to the program and scope of monitoring responsibilities.
(Open Ended Question)
This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.
I acknowledge and understand this position requires a Criminal Background Check.
This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?
Yes
No
Optional & Required Documents
Required Documents
Optional Documents
Contact City of Austin Employment Services
Office: 512-978-JOBS (5627)
Privacy Notice (https://www.austintexas.gov/page/privacy-policy)
Posting Title Business Process Specialist (Quality Assurance) - Austin Energy Employees Only
Job Requisition Number AE503949
Position Number 111931
Job Type Full-Time
Division Name Customer Account Management
Minimum Qualifications
Education and/or Equivalent Experience:
Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus one (1) year experience related to the job.
Experience may be substituted for education up to a maximum of four (4) years.
Licenses or Certifications:
None
Notes to Applicants
The Business Process Specialist ( BPS ) reports to the Customer Account Supervisor within the Operational Review and Analysis ( ORA ) team. The BPS focuses on business processes related to Billing Services Management ( BSM ) and Payment Services Management ( PSM ) and includes analyzing existing processes through monitoring, root cause analysis, and data analysis as well as developing new processes based on business requirements. The BPS also leads internal projects and represents BSM and PSM within cross-functional teams that include a variety of Austin Energy business units and City of Austin departments.
Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE (http://www.austintexas.gov/department/active-employee-benefits) for more information.
Employment Application:
The City of Austin employment application is an official document; incomplete applications will not be considered.
Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
If you are selected as a top candidate:
Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
This position requires a criminal background investigation.
Work Schedule:
Work hours may include after hours, holidays, and weekends.
Shifts may change according to departmental needs.
Employee may be required to work additional hours outside of regular work schedule.
Pay Range
$29.23 – $36.54
Hours
Monday – Friday
Business Hours: 7:00 a.m. – 5:00 p.m.
Job Close Date 01/16/2025
Type of Posting Division Only
Department Austin Energy
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Professional
Location 4815 Mueller Blvd.
Preferred Qualifications
Preferred Experience:
Experience with project and change management
Experience with contract monitoring
Experience with call quality assurance programs
Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
Assists in planning, executing and closing projects in a variety of operational and/or administrative situations related to specific assignments/areas.
Develops and maintains databases to support data analysis and research findings for business projects.
Assists in preparation of recommendations for implementation of new or revised policies, procedures, and/or process changes/improvements.
Write reports that summarize findings, data collection techniques, implementation options, etc.
Establishes project schedules using project planning software/tools, updates and maintains project status reports. Communicate project/process status.
Conduct research, analyze trends, determine accuracy and relevancy of data/information, and use sounds judgment to evaluate alternatives.
Facilitates and documents meetings, action items, and processes using flowcharting methodologies.
Maintains positive working relationships with managers, supervisors, employees and other stakeholders to gain their cooperation and support.
Responsibilities- Supervision and/or Leadership Exercised:
None
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Knowledge of business strategies, objectives, planning, development and management processes and process improvement
Knowledge of research methodologies, cost/benefit analysis, statistics and financial modeling
Knowledge of applicable City of Austin, state and federal statutes, ordinances and codes
Knowledge of performance measures, quality improvement programs and project management methods
Skill in oral and written communication using a variety of formats including: print communication, electronic format, presentations and telephonic
Skill in using computers and related software applications
Skill in data analysis and problem solving
Ability to quickly recognize and analyze irregular data and situations
Ability to work independently and with teams
Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Supplemental Questions
Required fields are indicated with an asterisk (*).
This position requires Graduation with a Bachelor's degree from an accredited college or university with major coursework in a field related to the job, plus one (1) year experience related to the job. Experience may be substituted for education up to a maximum of four (4) years. Do you meet these minimum qualifications?
Yes
No
Please describe how you meet the minimum qualifications listed in the previous question. Include details such as degree type, major, graduation date, years of relevant experience, title, and work group.
(Open Ended Question)
Please describe in detail your experience as it relates to project management and change management. Be sure to include details such as your role on the project and scope of responsibilities.
(Open Ended Question)
Please describe in detail your experience with contract monitoring. Be sure to include details such as your role related to the contract and scope of monitoring responsibilities.
(Open Ended Question)
Please describe in detail your experience call quality programs. Be sure to include details such as your role related to the program and scope of monitoring responsibilities.
(Open Ended Question)
This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.
I acknowledge and understand this position requires a Criminal Background Check.
This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?
Yes
No
Optional & Required Documents
Required Documents
Optional Documents
Contact City of Austin Employment Services
Office: 512-978-JOBS (5627)
Privacy Notice (https://www.austintexas.gov/page/privacy-policy)