Senior Management Systems Analyst; Term-Limited Temporary

Position Description

Seattle City Light, a department of the City of Seattle, is one of the nation's largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today City Light is a recognized national leader in energy efficiency and environmental stewardship.

The Senior Management Systems Analyst (Sr. MSA) will play a central role in shaping how Seattle City Light uses technology to enable and strengthen critical financial assistance and support programs for customers. This position applies human-centered design principles to blend technology, policy, and customer experience to build both customer-facing and back-office systems that support customer service, eligibility determination, application intake, document submission, case tracking, and ongoing program management.

The Sr. MSA will work closely with program staff, IT teams, customers, and community partners to understand current challenges, trace requirements to system capabilities, and implement solutions that make assistance easier to access and administer. This role ensures that solutions are intuitive, equitable, and compliant while improving operational efficiency and reducing friction for customers and staff. Through research, iterative design, and validation with real users, the Sr.

MSA helps specify and implement modernized tools that support the delivery of reliable, accessible, and people-centered services.

This position will report to the Customer Technology Solutions, Senior Manager.

Here is more about what you'll be doing:

• Review and take ownership of requirements previously gathered to understand business needs, policy requirements, staff pain points, customer barriers, and system gaps.
• Map current processes for managing customer service and benefits programs including eligibility determination, application intake, documentation review, and case tracking.
• Apply human-centered design methods to ensure solutions reflect real customer and staff needs.
• Translate business and customer requirements into clear technical specifications for IT teams.
• Collaborate with leadership, IT, customer service, and community partners at appropriate times throughout the project lifecycle.
• Support system configuration activities, including workflow design, user interface recommendations, and data integration needs.
• Create and refine user stories, acceptance criteria, and system use cases.
• Design and facilitate User Acceptance testing to ensure functionality, accuracy, and usability.
• Identify opportunities to streamline processes, reduce manual work, and improve the customer experience.
• Document new processes, features, and system behavior for staff training and operational readiness.
• Help manage project scope, dependencies, risks, and timelines related to system changes.
• Ensure that all system updates align with regulatory requirements, accessibility standards, and equity goals.
• Build and deliver a plan for knowledge transfer to Customer Technology Operations staff.

Required Qualifications

• Three years of experience in systems, operations, procedures, research or analysis and a Bachelor's degree in business or public administration, finance, computer science or a related field (or an equivalent background).
• Commitment to creating fair and equitable outcomes.

Desired Qualifications

• Experience designing and delivering solutions for a public-facing benefits program.
• Ability to deeply learn business operations in service of supporting improvements through technology tools.
• Strong analytical and problem-solving skills, with attention to detail and organizational skills.
• Familiarity with human-centered design methods, user research, or usability assessment.
• Ability to communicate clearly with both technical and non-technical audiences.
• Ability to gather, document, and translate business requirements into technical specifications.
• Familiarity with customer-facing platforms such as online portals, CRM systems, case management tools, or billing systems.
• Knowledge of testing practices, tools, and…