SAWS * Business Process Analyst; Customer Service

Grade 19 - Salary starts at $62,109.00 annually. Rate of pay depends on qualification.

The Business Process Analyst (Customer Service) is responsible for analyzing and documenting current business processes, as identified by management; working with process owners, participants, and end users to develop and implement improved business models; and facilitating the creation and tracking of performance indicators for all areas within SAWS.

• Documents existing business processes using business models, workflow diagrams, and written explanations.
• Develops process improvement suggestions that align with management initiatives.
• Assesses impact of proposed changes to related business processes and develops cost/benefit analysis.
• Consults with external businesses to identify  best practice  process models.
• Acts as liaison between internal business units to facilitate new business process plans.
• Develops performance indicators to measure the results of the process change.
• Facilitates and communicates internal and external corporate benchmark surveys.
• Performs other duties as assigned.

• This position works under limited supervision.
• Will often work on more than one project at any one time.
• Prioritizes and evaluates time and resource requirements to meet deadlines.
• Uses effective communication and change management practices.

• Bachelor's Degree in Management Information Systems, Business Administration, Public Relations, Communications, Public Administration, or a related field from an institution accredited by a nationally recognized accrediting agency.
• Three years' progressively responsible experience in developing and implementing business processes, conducting business analyses and modeling, coordinating the preparation of reports and presentations, and conducting external research.
• Proficient in the use of appropriate data management software (spreadsheets and databases), geographic information systems software and digital mapping techniques, project planning, presentation software, and internet tools.

• Demonstrated experience in interactive group techniques, functional analysis, process flow analysis sufficient to facilitate change management and other management improvements.
• PMP
• Lean Six Sigma Certification
• Demonstrated experience in process analysis projects
• Demonstrated project management experience

• Contact with employees from all levels throughout the organization.
• May need to travel to various SAWS locations.
• Communicates effectively, verbally and in writing.
• Frequent contact with internal and external customers, consultants, vendors, and government agencies.

Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment.