[Hiring] Business Systems Supervisor @City of Raleigh North Carolina

Role Description

Raleigh Water’s Customer Care & Billing (CC&B) Division is seeking an experienced Business Systems Supervisor to lead its Application Testing, Quality Assurance, and Training & Development functions. The position leads CC&B technology testing activities to support reliable, secure, user-focused, well-documented, and thoroughly tested technology solutions prior to production deployment. The position oversees the division’s Quality Assurance program, promoting consistent customer service, adherence to established policies and procedures, and continuous improvement. The position also leads the Training & Development function, supporting employee readiness through new employee training, system and process training, ongoing employee development, and training associated with technology and business-process changes.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or related field
• 3 to 5 years’ experience in strategic planning, project management, data analysis, or related field
• Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Requirements

• Supervising or leading professional staff responsible for business systems, application testing, training, quality assurance, or related functions
• Planning, coordinating, and executing application testing for enterprise systems, including functional, integration, user acceptance, and regression testing
• Supporting utility billing, customer information, customer care, financial, or other complex enterprise business systems
• Managing employee training programs, curriculum development, new employee training, system/process training, or adult learning initiatives
• Developing, administering, or improving a quality assurance program, including evaluation criteria, calibration, trend reporting, documentation, and review processes
• Coordinating complex projects, releases, system changes, integrations, vendors, and cross-functional stakeholders
• Familiarity with ServiceNow
• Experience developing metrics, dashboards, reports, presentations, procedures, reference materials, and executive/leadership communications

Benefits

• Supportive work environment
• Opportunities for professional development
• Comprehensive benefits package

Company Description

Raleigh Water’s Customer Care & Billing Division supports the systems, processes, employees, and customer-service operations associated with utility billing and customer care. The division works across operational and technical areas to support reliable business processes, system changes, employee readiness, and consistent customer service.