Business Process Specialist - Austin 311 Call Ctr

About This Position

 

 

Job Description:

Purpose:

Under general supervision, this position performs professional level work involving research and analysis of a variety of routine/semi routine administrative and operational support duties in the area of project management, quality management, performance measurement, change management and business process improvement. Provides support and assistance to senior process consultants, auditors and team leaders. 

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.
• Writes reports that summarize findings, data collection techniques, implementation options, etc.
• Establishes project schedules using project planning software/tools, updates, and maintains project status reports. Communicates project/process status.
• Conducts research, analyzes trends, determines accuracy and relevancy of data/information, and uses 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 - Supervisor 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.

Minimum Qualifications:

• 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.

Preferred Qualifications:

1. Strong organizational skills with the ability to manage multiple deadlines and client needs.

2. Experience managing and executing client-focused projects.

3. Proven problem solving skills and process improvement experience.

4. Knowledge of strategic and business process methodologies.

5. Experience in a government or municipal 3-1-1 call center.

6. Proficiency in Microsoft Office Suite, including Visio.

7. Account management experience with internal or external clients.

8. Ability to travel to multiple work locations.

Compensation Range:

The annual hiring range for this position is $65,510.00-$81,890.00

Notes to Candidate:

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 for more information.

 

Employment Application:

• • The City of Austin employment application is an official document; incomplete applications will not be considered.
  • 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.
  • Responses to the Supplemental Questions inquiring about experience should be reflected on application. 
  • Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  • 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.

 

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified. 

 

Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

 

Work Schedule:

• • This position is categorized as Essential Personnel. Essential personnel are required to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. All Essential employees ensure the continuance of key operations in order to maintain the delivery of electric service safely for the City of Austin.
  • 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.
    
    

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JOIN THE CITY OF AUSTIN TEAM

 

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

 

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.

• Value and Innovation: Work in an environment where employees are valued, and innovation thrives.

• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.

• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.

• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

 

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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EEO Statement for City of Austin:

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.

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.