Position Information

　　Functional TitleCustomer Service Project Manager/Business Analyst

　　Recruitment Category TypeStandard

　　Functional CategoryCustomer Service

　　GradeGS.12

　　FLSA StatusExempt

　　Requisition Number24-0198

　　Number of Vacancies1

　　Job LevelNon-Management

　　Job CodeN/A

　　Job Description Summary

　　Organization NameBilling & Revenue Protection

　　Reports toSection Manager, Center of Excellence

　　Full or Part TimeFull Time

　　If Part Time how many hours per week

　　Regular or TemporaryRegular

　　Position End Date (if temporary)

　　Work Schedule

　　Mon-Fri 8:00-4:30 with additional hours as needed

　　Position LocationLaurel

　　Position Summary Information

　　General Summary

　　TheCustomer Service Project Manager/Business Analystreviews internal processes, procedures, policies, and knowledge bases and performs a detailed analysis of as-is, process/procedural gaps, and proposed requirements to enhance service delivery.

　　Essential Functions

　　Develops, monitors and manages project plans, deliverables and ensure timely completion of customer service technology projects

　　Performs project requirements business operations analysis to include resource feasibility and ensure that solution(s) meet business needs and completion timelines

　　Assures data quality and integrity for customer service related processes and systems

　　Documents and effectively communicates findings, insights, plans, results and/or recommendations to the appropriate alliance

　　Updates, implements and maintains business processes and procedures

　　Leads ongoing cross functional business process reviews and develops optimization strategies

　　Evaluates customer service department business processes, gathers information, uncovers areas for improvement, analyzes root causes of business issues, anticipates requirements, and develops corrective actions recommendations

　　Ensures integrity and consistency in business workflows

　　Conducts meetings and presentations to share ideas, report findings, and statuses

　　Serves as business subject matter expert ( SME ) for system implementations/enhancements projects

　　Produces annual and ad hoc written and statistical reports

　　Other Functions

　　Reconciles data derived from various sources

　　Leads ad hoc projects

　　Manages records retention for compliance and reduction of paper records

　　Assists with development and facilitation of training

　　May manage interns

　　Performs other related duties as required

　　Work Environment And Physical Demands

　　Work is performed in a standard office environment.

　　Required Knowledge, Skills, And Abilities

　　Functional knowledge of project management concepts

　　Knowledge of business process design, workflows, data analysis and business performance measurements

　　Exceptional analytical and conceptual skills, translating complex/difficult concepts using simple terms/examples

　　High initiative, requiring minimal direct supervision

　　Able to multi-task, prioritize work and operate under tight deadlines

　　Ability to communicate effectively and diplomatically with multiple, diverse individuals/groups (verbally and in writing)

　　Able to create and verbally deliver professional reports and presentations appropriate for a wide variety of audiences

　　Capable of leading, engaging and working with staff and other partners on process improvement and creative problem solving

　　Ability to exercise appropriate judgment regarding the use and release of information

　　Ability to influence stakeholders and work closely with them to determine best solutions

　　Advanced proficiency in MS Excel, Word, PowerPoint and database applications

　　Minimum Education, Experience Requirements

　　Bachelor’s degree

　　4+ years’ business analysis, project management or related experience

　　OR

　　High school diploma or equivalent

　　8+ years’ experience in a business analyst, project coordinator/administrator, or related role

　　Additional Requirements

　　Advanced level proficiency in Microsoft Word, Excel, Project and PowerPoint

　　Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter

　　Preferences

　　Knowledge of strategic planning and working with cross-functional teams

　　Experience leading and/or supporting significant projects such as system or process implementation

　　Experience with training and facilitation

　　Experience working in a utility

　　Salary$76,181- $129,507

　　Posting Detail Information

　　EEO Statement

　　AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

　　It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

　　Close Date

　　Open Until FilledYes

　　Special Instructions to Applicants

　　Additional Information

　　All applicants selected will be subject to drug screening and a background check/verification.

　　Eligible applicants will be reviewed for consideration after 2/12/24.

　　Supplemental Questions

　　Required fields are indicated with an asterisk (*).

　　Do you have a Bachelor's degree with 4+ years of business analysis, project management, or related experience OR a High School diploma or equivalent with 8+ years of business analysis, project management, or related experience?Yes

　　No

　　Do you have experience in dealing with multiple projects and cross-functional teams (users and developers)?Yes

　　No

　　Do you have experience working for a utility company?Yes

　　No

　　Do you have advanced skill in the use of MS Office applications?Yes

　　No

　　Will you, now or in the future, require sponsorship for employment visa status?Yes

　　No

　　Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

　　Yes

　　No

　　Applicant Documents

　　Required Documents

　　ResumeOptional Documents