Business services analyst associate - utility billing services

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: $64,507.00- $70,944.00 Annually

Hours/Schedule: 8:00am - 5:00pm, 40 hours per week

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 position is devoted to providing management analysis and oversight; departmental budget and personnel management; program administration and oversight; risk management and safety services. Position is responsible for maintaining and updating databases; managing records; conducting and/or arranging for training; collaborating with City departments; coordinating procurement activities and tracking and monitoring budgets.

Duties/Responsibilities

• Maintain databases, online systems, files, and tracking tools; compile, verify, reconcile, and review information for accuracy and completeness.
• Coordinate scheduling, logistics, and materials for training sessions, meetings, and departmental activities.
• Provide basic technology troubleshooting and user assistance; escalate complex technical issues to the appropriate staff or department.
• Monitor and analyze daily customer service and operational performance metrics, including call volumes, response times, service requests, issue resolution, first-call resolution, average handle time, and average hold time.
• Collect, validate, analyze, and interpret operational and customer service data to identify performance trends, recurring issues, risks, and opportunities for improvement.
• Prepare recurring and ad hoc reports, dashboards, presentations, and data visualizations to communicate performance results and operational insights to staff and leadership.
• Evaluate workflows and business processes to identify operational gaps, bottlenecks, inefficiencies, and opportunities to improve service delivery, accuracy, and productivity.
• Analyze recurring operational issues to identify root causes and recommend appropriate process improvements.
• Support the implementation, testing, monitoring, and refinement of new processes, procedures, systems, and technology.
• Track the effectiveness of implemented process changes and provide updates on outcomes, performance, and areas requiring additional attention.
• Provide analytical and administrative support for operational improvement projects, customer experience initiatives, and departmental priorities.
• Collaborate with utility billing technicians, team leads, systems analysts, supervisors, management, IT, and other cross-functional partners to support operational objectives and resolve issues.
• Communicate significant trends, risks, operational concerns, and improvement opportunities to appropriate staff and leadership.
• Assist with the development and maintenance of procedures, reference materials, training resources, and other documentation needed to support consistent operations.
• Participate in training and professional development activities to strengthen knowledge of customer service operations, reporting, data analysis, systems, and process improvement.
• Perform other duties of a similar nature and level as assigned.

Minimum Qualifications & Experience

Associate’s degree in business administration or field related to assignment

Three years of experience related to assignment.

Additional Preferred Skills North Carolina Public Notary may be preferred for some assignments.