Business Analyst; Customer Service

Description

SUMMARY:

The Business Analyst assesses specific department operations and identify ways to improve efficiency and achieve goals while assisting with project management as required. Business Analysts use data to understand business processes, identify problems and/or opportunities and assist with developing improvement plans. This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No.

77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates. Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.

Assist in analyzing data and systems to provide in-depth analysis reports. Meet with customers to analyze data, statistics and information. Meet with customers to define business requirements, applications and systems goals, and to identify and resolve business, applications and systems issues. Review and analyze the effectiveness and efficiency of existing applications, processes and systems, and develop strategies for improving or further leveraging these processes, applications and systems.

Assist in the deployment of new processes, applications and in delivering enhancements to existing processes and applications. Perform application and/or process design, configuration, and integration. Conduct cost-benefit and return on investment analyses for projects as needed. Coordinate and perform tests for existing and new applications and processes. Provide training to end users. Identify potential risks with business processes and provide solutions.

Related

Job Functions:

Position may be called upon to direct specific project activities, or to work as a team member. Provide functional advice and support for business processes and system users. Advise on requirements, policies, procedures and best practices to accomplish business relevant to provision of departmental services. Collaborate with other business units. Perform related work duties as assigned.

• Job assignment and/or expertise area
• Business technology, data management systems and applications (Oracle)
• Department-wide reporting tools
• Departmental mission, processes, policies and procedures

• Independently, and as part of a team providing timely, high-quality customer-focused services and data analytics as well as data analysis
• Work in a busy environment, with frequent interruptions and still be able to prioritize and resolve conflicting requests
• Work in a professional manner with access to confidential and other data types
• Exercise good judgment, discretion, maintains confidentiality, and work with independence, initiative and professionalism
• Analyze the requirements of business systems and processes
• Analyze data and create presentation as required
• Use advanced technology
• Work in a team-oriented and collaborative environment
• Highly self-motivated and directed
• Strong customer service orientation
• Prioritize and execute tasks while under pressure.
• Deliver quality reporting and presentations, including the ability to articulate the problem or the request
• Understand and translate the needs of the division and make recommendations
• Understand Procurement policies and assist the division with the implementation of contracts

• Organize, perform and or coordinate divisional tasks and projects
• Deliver quality customer service to users
• Write technical and non-technical documentation
• Apply divisional policies and processes in a manner aligned with the Department mission, goals, and strategies
• Effectively utilize appropriate security and safety equipment and procedures
• Communicate effectively, both verbally and in writing
• Understand and follow verbal and written instructions
• Establish and maintain effective working relationships with others
• Communicate frequently with team members and other units across the Department about process, policies, data analysis or potential problems
• Develop proficiency in division specific operations and software
• Direct team projects or to work as a team member
• Maintain regular and reliable attendance
• Consult, coordinate and communicate with business unit staff as required
• Responsible for capacity planning and management, security planning and management and data management
• Plan, design, and implement process improvement initiatives
• Maintain working knowledge of current industry information, vendor direction, new and emerging products, and approaches related to current and future organizational needs

REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)

• Bachelor’s degree; with specialization in Business Administration or related…