Colorado Springs Utilities Business Application Administrator II in Colorado Springs, Colorado

Business Application Administrator II

Job Type: Business Operations

Pay Range $76,024 to $95,035

Location Colorado Springs, CO

Posting Close Date 6/24/18

Business Application Administrator II

Colorado Springs Utilities is seeking a Business Application Administrator (BAA) to join our Customer Applications Management (CAM) team. In this position, you will directly impact our customers’ experiences by administering and supporting a business critical suite of technology solutions used and relied upon by hundreds of CSU personnel and thousands of CSU customers 24 hours a day, 365 days a year. In this collaborative role, you will serve as a liaison between technology users, business stakeholders, Information Technology Services, and external vendors. By combining strong relationship and technical skills with a deep sense of professional ownership, the successful candidate will have a broad impact on CSU’s mission success.

Typical Responsibilities:

  • Application Administration: Administer and support the daily operations of a suite of business-critical technology applications hosted on-site, in the cloud, or a hybrid of the two. This includes configuration; user provisioning; performance monitoring; and issue identification, investigation, communication, and resolution.

  • Configuration & Change Management: Follow and support established Information Technology Services processes and policies for reviewing, approving, controlling, and documenting system configurations and changes. Serve as the application and user advocate while weighing risk vs return to ensure updates will not harm system stability, functionality, or supportability.

  • Incident & Problem Management: Identify, investigate, and resolve issues, problems, and unplanned outages quickly. Form, lead, and coordinate cross-disciplinary teams as needed. Communicate clearly and thoroughly with stakeholders early and often. Perform post-event root cause analysis, after action reviews, and lessons learned identification. Identify and implement system and process improvements to prevent or mitigate future event reoccurrence.

  • Vendor Management: Serve as the primary point-of-contact and liaison to technology vendors. This includes engaging vendors as needed to identify, investigate, and resolve issues; holding them accountable to meet service level agreements; and provide root cause analyses. Coordinate and communicate with vendors and CSU stakeholders to evaluate and schedule system updates and outages. Monitor and evaluate vendor performance and compliance with applicable contract, quality, and security standards.

  • Documentation: Create, analyze, and maintain documentation of business requirements, processes, policies, procedures, service level agreements, metrics, system architecture and design, workflows, support guides, user manuals, and training materials.

  • Stakeholder Communication: Regularly communicate with stakeholders across CSU. Provide information proactively and on-demand through multiple channels, including relevant business context and level of technical detail required to engage each stakeholder with clarity and maximum value.

  • Monitoring & Reporting : Regularly monitor and report on the activity and performance of relevant applications. Collect, analyze, and archive historical data as needed to support service level auditing, future upgrade and replacement projects, vendor evaluations, and contract negotiations.

  • Project & Data Analysis Support: Support projects and data analysis efforts led by other CAM and CSD team members. Serve as the subject matter expert on relevant applications. Ensure proposed changes which will be unsupportable, decrease system stability, or reduce existing functionality are identified as early as possible.

  • Continuou s Improvement: Identify opportunities to improve and simplify system configuration and architecture. Improve documentation and communication to all stakeholders. Refine and automate processes to identify, tolerate, and eliminate human error. Identify and advocate for changes and technologies that simplify workflows, reduce repetitive error-prone manual steps, and increase productivity and morale.

  • Back-Up and Support for Other BAAs. Learn all CAM supported applications sufficient to support and serve as a back-up to other BAAs.

  • On-Call Service: Together with the rest of the BAAs, participate in the On-Call rotation. When on-call, be available 24 hours a day to provide immediate support to investigate and resolve urgent or emergency issues with any of the CAM supported applications

Application Domains

This position will assume primary professional ownership and responsibility for one or more of the following application domains. The position will also maintain sufficient knowledge and awareness of all domains to perform back-up and on-call duties.

  • Payment Processing: This includes all systems, applications, and vendors CSU uses to accept payments in multiple forms through diverse channels from both residential and commercial customers, totaling nearly a billion dollars annually.

  • Customer Information Systems: This includes all systems, applications, and vendors CSU uses to capture, store, and manage customer related information. This business critical system of record includes all customer information required to support utility services. This also includes a web portal to allow customers to view their account information and perform transactions.

  • Customer Contact Solutions: This includes all systems, applications, and vendors CSU uses to interact with customers through multiple channels. Customer contacts occur through voice, IVR, inbound/outbound dialer, and online chat.

  • Mobile Workforce Management: This includes all systems, applications, and vendors CSU uses to schedule and manage employees working in the field and allow them to remotely access customer information.

  • Bill Creation, Printing, & Delivery: This includes all systems, applications, and vendors CSU uses to create bills, letters, and other documents to be presented to customers and employees, either electronically or by physical mail.

Why should you apply? If you enjoy serving as the bridge between technology and business users, we want to hear from you! This position will let you achieve a high level of technical mastery while also leveraging communication skills to interact with our users in the business language they understand. Your focus and advocacy for our customers will inform the technical duties so the “why” behind your work is always clear.

What will it take to be successful? Highly qualified candidates will bring 5 or more years of experience administering, supporting, or developing relevant business applications, or in a relevant information technology field. A bachelor’s or higher degree in a technical subject is preferred. ITIL certification is desirable. Database query (SQL), data analysis, business automation, and testing skills are desirable.

What a career at Colorado Springs Utilities can offer you…

  • As a community-owned enterprise for over 100 years, we offer the stability of providing a required service and commodity for our community.

  • We are a diverse team of professionals who take pride in delivering exceptional service to our community through new and innovative technologies.

  • We understand employees have competing priorities. That is why we have created an environment which embraces teamwork and flexibility.

  • Join a diverse team of high performers who take pride in delivering exceptional service to our community and tap into the power of your potential! For more information and to apply, visit jobs.csu.org.

All postings will close at 11:59pm on the Posting Close Date. Candidates must apply for the position prior to this date and time. If the Posting Close Date is blank, the position will remain open until filled.Actual starting pay will be determined at the time of offer based on the experience, education and training of the successful candidate.

Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. No person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.

Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at accessibility@csu.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

Colorado Springs Utilities does not sponsor work visas. All eligible applicants must be currently authorized to work in the United States on a full-time basis.

Job Type: Business Operations