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    Customer Experience Analyst - Seattle, United States - City of Seattle, WA

    City of Seattle, WA
    City of Seattle, WA Seattle, United States

    3 weeks ago

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    Description


    If you share a passion for making a positive difference directly to customers, are obsessed with data and problem solving, this may be your dream job.

    Seattle Public Utilities (SPU) is searching for two talented Customer Experience Analysts to join our Customer Technology Team in the Corporate Performance Division.

    The successful candidates will have a critical role in SPU's customer facing applications such as the Utility Customer Self-Service (UCSS) Portal and the Utility Assistance Program (UAP) Portal.

    The Customer Experience Analysts will utilize their skillsets to develop webforms as part of a high-profile project.

    They will partner with business stakeholders to analyze, optimize, and enhance existing application functions and will use their knowledge of UX concepts and ADA (Americans with Disability Act) guidelines for both web and mobile platforms to enhance user experience.

    This versatile candidate will also have exposure to business intelligence tools to create a foundation around Customer Technology KPIs and strategic metrics.


    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. SPU's work includes system maintenance and improvements and keeping Seattle clean.

    Over 1,400 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 th

    e:

    • SPU Website
    • SPU Workplace Expectations
    • Strategic Business Plan
    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.

    Why join us?

    We know work isn't only about what you do, it's 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 Orca Pass
    • City pension plan with employer/employee contributions
    • Growth potential and advancement opportunities

    Project Support:

    • Lead project support responsibilities for all customer-facing applications such as the Utility Assistance Portal and Utility Self-Service Portal.
    • Coordinate with project plans and the User Acceptance Testing (UAT).
    • Support development of test plans, write test cases, coordinate data refreshes and user availability, perform environment validation, ensure test plan execution and documentation of test results.
    • Develop teamwork plans, manage the prioritization of defect and enhancements requests, assign and track team deliverables, plans, directs, and reviews the work of team members.
    • Collaborate with business subject matter experts, Seattle IT, Seattle City Light (SCL), and vendors for business requirements as needed.
    • Work with cross functional teams to plan, schedule, track releases and timing of deployment of functionalities, leads/drives the resolution of system enhancement, changes, and defects.
    • Support organizational change management (OCM) efforts by working closely with SPU's OCM Lead and internal stakeholders to develop internal and external communications, including writing and delivering communications to technical and non-technical audiences, and collaborating on activities related to training and awareness activities for staff and impacted groups.

    Web Development:

    • Lead webform development for a large project and maintain repository of scripts.
    • Partner with the vendor to ensure technical development is seamless across platforms.
    • Understanding of API components, types, and concepts.
    Customer and User
    Experienc

    e:

    • Coordinate with project teams to provide customer and user experience principles and guidance, while keeping up to date with modern solutions and best practices. Develop recommendations to implement new or improved usability and features to existing projects like customer journey mapping, creating storyboards/wireframing, conduct customer survey and facilitate usability studies.
    • Use knowledge of UX (user experience) concepts, ADA (Americans with Disability Act) guidelines, and web technology concepts to guide the design and development of both web and mobile platforms. Monitor the user experience and ensure that the customer facing applications and products are easy to use.
    • Work closely with internal groups to develop and conduct feature specific usability studies to develop strategies that improve user experience for the Utilities' customers.

    Operational and Technical Support:

    • Gather and analyze technical and product information from various sources to write, review and maintain functional and technical documents for customer-facing application and system operational process manuals, testing artifacts and user guides and documentation.
    • Provide technical and subject matter expert support; provide guidance on resolution of defects and enhancement features request by performing system, design, development, and implementation analyzes.
    • Develop, review, utilize, and maintain complex SQL scripts and code using various data sources to access data to help monitor system performance and gain insight in customer usage patterns.
    • Establish KPIs and foundational metrics for the Customer Technology team.
    Experienc

    e:
    Three (3) years of experience in systems, operations, procedures, research or analysis.


    Education:
    Bachelor's degree in business or public administration, finance, computer science or a related field.


    Experience/Education Equivalency:


    Combinations of education, training or experience that provides an equivalent background required to perform the work of the class will be evaluated on an individual basis.


    Desired Qualifications:
    To be successful in this role, candidates should possess some of the following technical knowledge/experience of utility design, and leadership skills/abilities:


    • Relational databases such as Oracle and/or MySQL
    • Understanding of Analytics and reporting tools, specifically Excel, Power BI, and Tableau
    • Strong web development fundamentals, including HTML, CSS, and JavaScript
    • Experience with performing all levels of testing (i

    e:
    UAT, Regression, Smoke)* Familiarity with Software Development Life Cycle (SDLC) methodologies and templates
    • UI/UX design experience
    • Knowledge of REST API (Application Programming Interface) development, Agile and test-driven development best practice
    • Facilitates usability studies and customer interviews
    • Ability to construct process maps, diagrams, and workflows
    • Excellent analytical and problem-solving skills
    • Experience working in government agencies and utilities
    • Experience working with vendors and cloud-based systems
    • Experience with Oracle Customer Care and Billing (CCB), Meter Solution Cloud Services (MSCS), Enterprise Content Management (ECM) System
    Workplace Environment (Telework Expectation):

    This position allows for the flexibility of a hybrid work schedule. Employees will be required to come into the office twice a week. Individual schedules will be agreed upon by the employee and their supervisor.

    How to Apply:
    In addition to fully completing the online application, please attach your resume and cover letter. Your cover letter should address your knowledge and experience related to the position.


    • An incomplete Application Package will not be considered


    As a part of this application process, the most competitive candidates will be invited to take a Skills Assessment and Interview.


    Who 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.

    The full hourly range for this position is:

    $ $55.44.

    For more information regarding this recruitment, please contact Uma Suseelan at

    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 dependents.

    More information about employee benefits is available on the City's website at:

    #J-18808-Ljbffr
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