Customer Experience Functional Analyst (Sr. MSA)
Customer Experience Functional Analyst (Sr. MSA)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Position Description
Seattle Public Utilities is seeking a Customer Experience Functional Analyst to serve as the functional subject matter expert for major customer-facing applications including the Utility Assistance Portal (UAP-A) and Utilities Services Website. This critical role will provide technical analysis for existing issues and future enhancements while focusing on improving customer experience and reducing barriers for economically disadvantaged customers accessing utility services.
About Seattle Public Utilities:Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water drainage and wastewater and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPUs work includes system maintenance and improvements and keeping Seattle clean. Over 1400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about Seattle Public Utilities (SPU) checkout the:
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting hiring and promotional opportunities. We know work isnt only about what you do its also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance including:
- Hybrid work schedule opportunities
- Family-friendly and multicultural work environment
- Generous benefits package
- Free public transportation options
- City pension plan with employer/employee contributions
- Growth potential and advancement opportunities
Job Responsibilities
Project Management
- Lead project support responsibilities for customer-facing applications including UAP-A and Utility Self-Service Portal
- Coordinate and perform User Acceptance Testing including test plan development test case writing and business testing facilitation
- Develop teamwork plans and manage prioritization of defect and enhancement requests
- Work with cross-functional teams departments and vendors to plan and track releases
- Support organizational change management (OCM) efforts in collaboration with SPUs OCM Lead
- Serve as systems lead for design development and implementation of application enhancements
Operational and Technical Support
- Gather and analyze technical information to write review and maintain functional and technical documentation
- Provide subject matter expert support and guidance on defect resolution and enhancement features
- Develop review and maintain complex SQL scripts using various data sources
- Establish KPIs and foundational metrics for the Customer Technology team
- Assist with webform development and maintain script repositories
- Monitor system performance and analyze customer usage patterns
Cross-Functional and Vendor Management
- Build and maintain relationships with various departments and business groups
- Coordinate project plans and data processing activities with other divisions and vendors
- Act as project manager/lead for development and implementation of existing bugs and future enhancements
- Collaborate with business users to develop improve and document business processes
- Lead system user groups in design development and implementation activities
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.Qualifications
Education:Bachelors degree in business or public administration finance computer science or related field
Experience: Three (3) years of experience in systems operations procedures research or analysis (or equivalent combination of education training and experience).
Desired Qualifications
- Experience with relational databases (Oracle and/or MySQL)
- Proficiency in analytics and reporting tools (Excel Power BI Tableau)
- Basic web development fundamentals (HTML CSS JavaScript)
- Experience with various testing techniques (UAT Regression Smoke testing)
- Familiarity with Software Development Life Cycle (SDLC) methodologies
- Customer experience/UI/UX experience with understanding of WCAG principles
- Knowledge of REST API development and Agile methodologies
- Experience facilitating usability studies and customer interviews
- Ability to construct process maps diagrams and workflows
- Strong analytical and problem-solving skills
- Government agency and utilities experience
- Experience with vendors and cloud-based systems
- Familiarity with Oracle Customer Care and Billing (CCB) Meter Solution Cloud Services (MSCS) and Enterprise Content Management (ECM) systems
Additional Information
Workplace Schedule/Environment:
- Hybrid schedule with remote work flexibility (minimum 3days/weekin-office). Individual schedules will be agreed upon by the employee and their supervisor.
- Work is performed both in an office environment and in a public setting.
- Collaborative inclusive team environment
Application Requirement(s):
- A complete NEOGOV/Government Jobs on-line application
- Supplemental questionnaire responses
- Attached Resume & Cover Letter describing your skills and experience in relation to this position.
Note: Candidates selected to interview will be required to complete an assessment.Candidates submitting an incomplete Application Packages will NOT be considered
The salary range for this position is $54.28 - $63.26hourly
This hiring process involves a background check of conviction and arrest records incompliance with Seattles Fair Chance Employment Ordinance SME 14.17. Applicants will be provided an opportunity to explain or correct background information.
Benefits:The City of Seattle offers a comprehensive benefits package including vacation holiday and sick leave as well as medical dental vision life and long-term disability insurance for employees and their information about employee benefits is available on the Citys website at: may apply: The City of Seattle encourages people of all backgrounds to apply including people of color immigrants refugees women LGBTQ people with disabilities veterans and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race color creed national origin ancestry sex marital status disability religious or political affiliation age sexual orientation or gender identity.
If you have any questions please contact Erika Monroe at.
Learn more about Seattle Public Utilities at our web Experience:
Senior IC
Employment Type
Full-Time
Key Skills
Similar Jobs
Dr. Job is an online platform that connects employers with skilled job seekers, facilitating the search for job opportunities and top talent. Established in 2015. Dr. Job Pro has emerged as the world premier job portal, attracting thousands of job seekers every day from all over the world.
Follow Dr.Job
Dr Job FZ LLC. 2025 © All Rights Reserved