Application Support Analyst ; Utility Billing

Position: Application Support Analyst I (Utility Billing)
Description

NATURE OF WORK

This position provides technical and administrative expertise for the City's utility billing operations within the Enterprise Resource Planning (ERP) system. Responsibilities include coordinating with the utility billing software vendor to resolve technical issues related to billing and collections, applying system fixes, and troubleshooting billing calculation, processing, and posting errors. The role ensures scheduled processing jobs run and complete successfully, assists with creating and generating reports to support utility billing and accounting/audit functions, and manages the accurate and timely implementation of rate changes while maintaining appropriate internal controls.

Creates, modifies, and runs SQL reports, including simple queries and data extractions, to assist with troubleshooting, user support, and routine reporting needs. This position also evaluates and enhances technical, billing, and accounting procedures, working closely with Finance staff to reconcile accounts and resolve complex issues. Additionally, it supports the rollout of new utility-related software and collaborates with City staff to maintain accurate, efficient, and reliable billing processes.

This position also gathers/surveys information about business processes; aligns systems to support those processes; and ensures that required reports are completed timely, leveraging modern technologies to optimize systems performance and enhance organizational efficiencies. Also collaborates with the cybersecurity team to maintain, troubleshoot, and enhance application and technology systems, with a specific focus on implementing and maintaining cybersecurity measures. This position requires specialized cybersecurity training to support the IT department and the organization.

The specific courses needed may vary based on your role within the IT department, the organization's needs, and the technologies in use.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

* Communicates directly with utility billing software vendor to resolve technical problems, implement system changes and programming, coordinate program and data conversions.

* Manages and maintains third-party software integrations, ensuring seamless interoperability with City ERP and mission-critical applications.

* Analyzes billing and bill calculation problems; identifies causes; resolve issues; and reviews adequacy of controls and solutions to complex administrative, accounting, or technical problems.

* Reviews and assesses departmental systems/application project needs, requests and requirements; determines scope of project and suitability; reviews and analyzes user needs; responds to application requests and schedules implementations as needed; and translates user requirements into effective program designs and configurations.

* Develops and manages complex reports and serves as reporting subject matter expert for City-wide end users.

* Leads new ERP and application system implementations; gathers comprehensive surveys information and business processes; prioritizes tasks; troubleshoots, analyzes, and implements solutions to problems with mission-critical applications and related systems, both hardware and software related; offers recommendations for improvements where indicated.

* Creates/enhances/optimizes workflows and sets up configurations to better align with each business unit's processes.

* Assists in the strategic planning, implementation, and installation of hardware and software systems as required.

* Maintains and facilitates communication between the Information Technology (IT) Department and user departments.

* Coordinates and conducts training in system applications.

* Maintains meticulous documentation of projects, manuals, and training records used throughout the life cycle of the project.

* Applies knowledge of computer systems to develop applications as technology advances and changes.

* Reviews, analyzes, and tests software packages and provides recommendations.

* Develops backup and archival procedures, power-on/power-off procedures, system security administration, computer device assignment and management.

* Monitor city-wide systems for cybersecurity threats and vulnerabilities, taking proactive measures to address them.

* Assist in the implementation of cybersecurity policies and procedures, ensuring compliance and adherence.

* Performs additional duties as required to support IT operations and organizational objectives.

Requirements

EDUCATION

* Graduation from an accredited college or university with a Bachelor's degree in computer information systems or a closely related field OR

* Extensive qualifying professional experience as described, may be substituted for the required college education.

* PROOF OF HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION. (Applications without attached proof of education will not be processed for consideration.)

EXPERIENCE

* Considerable years of qualifying professional experience…