Colorado Springs Utilities Business Application Administrator II in Colorado Springs, Colorado
Business Application Administrator II
Job Type: Information Technology
Pay Range $81,000 to $101,500
Location Colorado Springs, CO
Posting Close Date 7/26/21
Business Application Administrator II
Colorado Springs Utilities is seeking two individuals to join the Customer Business Solutions (CBS) team within the Customer Services Department (CSD) as Business Application Administrator IIs (BAA2). In this position, you will directly impact our customers’ experiences by supporting and improving 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 stewardship, the successful candidate will have a broad impact on CSU’s mission success.
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. The CBS team offers the flexibility to perform a large portion of our work remotely.
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.
Identify, investigate, and resolve issues, problems, and unplanned outages quickly. Communicate clearly and thoroughly with stakeholders early and often. Perform post-event root cause analysis, after-action reviews, and lessons learned identification.
Serve as the primary point-of-contact and liaison to technology vendors.
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.
Support projects and data analysis efforts led by other CBS and CSD team members.
Identify opportunities to improve and simplify system configuration and architecture. Refine and automate processes to identify, correct, and eliminate human error.
Gain sufficient knowledge of all CBS-supported applications to support and serve as a back-up to other BAA2s.
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 CBS-supported applications.
Major Technology Domains: In this position, you will assume professional stewardship and responsibility for one or more of the following technology domains. Experience and knowledge of specific vendor platforms listed below are preferred, but candidates with other backgrounds will also be considered. You will also maintain sufficient knowledge and awareness of all domains to perform back-up and on-call duties.
Customer Contact Solutions: This includes systems to interact with customers through multiple channels. Customer contacts occur through voice, IVR, inbound/outbound dialer, SMS, and online chat. Knowledge and experience with Genesys are preferred.
Payment Processing: This includes systems to accept payments in multiple forms through diverse channels from both residential and commercial customers, totaling nearly one billion dollars annually. Knowledge and experience with KUBRA are preferred.
Customer Information Systems: This includes systems 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. Knowledge and experience with Oracle CC&B are preferred.
Bill Creation, Printing, & Delivery: This includes systems to create bills, letters, and other documents to be presented to customers and employees, either electronically or by physical mail. Knowledge and experience with KUBRA are preferred.
Meter Data Management : This includes systems to capture, store, and manage meter-related information. This business-critical system of record includes all measured utility usage data; meter calibration and test results; and Advanced Metering Infrastructure (AMI) data. Knowledge and experience with Oracle MDM are preferred.
What will it take to be successful? Highly qualified candidates will bring five or more years of experience administering, supporting, or developing relevant business applications, or in a relevant information technology field. Experience with the specific vendor platforms listed above is desirable, but a demonstrated ability to quickly and independently identify and learn the details of new technologies and processes is key to success in this role. A history of excellent user/customer focus demonstrating strong relationship and communication skills is highly desirable. 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. This role is a senior technical expert in the department and a high level of leadership and ownership skills are expected.
What a career at Colorado Springs Utilities can offer you…
Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We do not just say people are important – we prove it! That’s why we are honored to invest in protecting the health and financial security of our employees and their families, through our comprehensive benefits program.
Medical – Select from three medical plans including a Health Savings Account compatible plan
Voluntary Wellness Program – Earn incentives, gift cards, and gym membership reimbursements
Dental – Select from two plans including orthodontia coverage
Vision Insurance – Voluntary plan covering a full range of vision care services
Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
Disability Insurance –Short-Term and Long-Term coverage provides income replacement for illness or injury
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Paid Time Off – vacation, personal leave, sick leave, holidays, jury and bereavement
Vacation Buy – Purchase additional vacation time
Pension – Colorado PERA retirement plan funded by both employees and the organization.
Retirement Saving Programs - Supplement your pension with PERA 401(k) or PERA Roth 401(k), ICMA Roth IRA, ICMA 457 or 457 Roth plan
Educational Assistance – Financial assistance for qualifying courses
Additional Benefits - Employee Assistance Program, and Long-Term Care Insurance
Colorado Springs Utilities is considered an essential business delivering critical services to our community. If selected for an interview, we may leverage remote technology solutions including the enhanced use of email, telephone, and video solutions as part of the hiring process where possible.
All postings will close at 11:59 pm 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 .
Starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.
Colorado Springs Utilities does not sponsor work visas of any kind (including but not limited to F-1, H-1B, or TN visas). Eligible applicants must be authorized to work in the United States.
Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that 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.
For more information regarding applicant rights, visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
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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.
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Job Type: Information Technology
Colorado Springs Utilities
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