[Hiring] Business Services Analyst Associate @City of Durham

Role Description

This position is devoted to providing management analysis and oversight; departmental budget and personnel management; program administration and oversight; risk management and safety services.

Position is responsible for maintaining and updating databases; managing records; conducting and/or arranging for training; collaborating with City departments; coordinating procurement activities and tracking and monitoring budgets.

• Maintain databases, online systems, files, and tracking tools; compile, verify, reconcile, and review information for accuracy and completeness.
• Coordinate scheduling, logistics, and materials for training sessions, meetings, and departmental activities.
• Provide basic technology troubleshooting and user assistance; escalate complex technical issues to the appropriate staff or department.
• Monitor and analyze daily customer service and operational performance metrics, including call volumes, response times, service requests, issue resolution, first-call resolution, average handle time, and average hold time.
• Collect, validate, analyze, and interpret operational and customer service data to identify performance trends, recurring issues, risks, and opportunities for improvement.
• Prepare recurring and ad hoc reports, dashboards, presentations, and data visualizations to communicate performance results and operational insights to staff and leadership.
• Evaluate workflows and business processes to identify operational gaps, bottlenecks, inefficiencies, and opportunities to improve service delivery, accuracy, and productivity.
• Analyze recurring operational issues to identify root causes and recommend appropriate process improvements.
• Support the implementation, testing, monitoring, and refinement of new processes, procedures, systems, and technology.
• Track the effectiveness of implemented process changes and provide updates on outcomes, performance, and areas requiring additional attention.
• Provide analytical and administrative support for operational improvement projects, customer experience initiatives, and departmental priorities.
• Collaborate with utility billing technicians, team leads, systems analysts, supervisors, management, IT, and other cross-functional partners to support operational objectives and resolve issues.
• Communicate significant trends, risks, operational concerns, and improvement opportunities to appropriate staff and leadership.
• Assist with the development and maintenance of procedures, reference materials, training resources, and other documentation needed to support consistent operations.
• Participate in training and professional development activities to strengthen knowledge of customer service operations, reporting, data analysis, systems, and process improvement.
• Perform other duties of a similar nature and level as assigned.

Qualifications

• Associate’s degree in business administration or field related to assignment.
• Three years of experience related to assignment.

Requirements

• North Carolina Public Notary may be preferred for some assignments.

Benefits

• Hiring Range: $64,507.00 - $70,944.00 Annually.
• Hours/Schedule: 8:00am - 5:00pm, 40 hours per week.