IT Application Analyst Senior - Util Contact Ctr

Job Description:

IT Application Analyst Senior - Util Contact Ctr

Description

About This Position

The IT Application Analyst Senior will configure and administer IT systems for the Austin Energy Utility Contact Center, primarily focusing on the Telephony and Workforce Management applications and Oracle Customer Care and Billing System. The position will utilize contact center applications to assist the Leadership team effectively manage the Utility Contact Center, and will work with additional Customer Care groups to help implement new functions to increase efficiency. Job duties include application administration, creating forecast and staffing plans, creating and modifying performance reports, managing users, and providing front-line troubleshooting and incident management. This position requires attention to detail with accurate and timely completion of deliverables, and strong written and verbal communication skills. This is a hybrid position, with specific days working from the office required quarterly.

Job Description:

IT Application Analyst Senior

Purpose:

Using advanced and comprehensive knowledge of business functions and information technology (IT), this position performs duties to develop, implement, configure, support, evaluate and recommend software systems.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Researches, analyzes, architects, develops, implements and configures technological solutions.
• Administers, monitors, and maintains one or more IT systems.
• Investigates and analyzes complex business requirements.
• Provides impact analysis and recommends appropriate solutions.
• Identifies opportunities for asset reuse across multiple projects.
• Responds to issues from the user community.
• Prepares and maintains documentation related to the development and maintenance of systems.
• Participates in the development of business process models and data flow diagrams for all levels of the organization.
• Performs bug tracking and quality assurance tasks.
• Develops and maintains disaster recovery plans.
• Develops and/or delivers training.
• Creates and prepares reports and analysis.
• Installs new software releases and/or upgrades.
• Establishes IT policies, procedures and security requirements.

Responsibilities - Supervisor and/or Leadership Exercised:

May provide technical or project leadership, training, and technical guidance to others.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of existing IT systems and their relationships to each other and interfaces to outside systems.
• Knowledge of IT policies, procedures, and security requirements.
• Knowledge of database design principles.
• Knowledge of creating process models and data flow diagrams.
• Skill with computers and computer systems.
• Skill in analyzing information and evaluating alternatives.
• Skill in documenting and maintaining application and process or configuration information.
• Skill in providing system/application administration.
• Skill in identifying complex problems and reviewing related information.
• Skill in developing, prioritizing, organizing and accomplishing specific goals and plans.
• Skill in using a structured query language.
• Skill in providing mentoring, guidance, and training of personnel.
• Skill in coordination of activities of others.
• Ability to serve as a technical lead for development and support of one or more IT systems.
• Ability to apply analytical reasoning to complex problems.
• Ability to multitask and to work effectively in a team or as an individual contributor.
• Ability to communicate effectively orally and in writing.
• Ability to meet deadlines and effectively communicate the status of assignments.

Minimum Qualifications:

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to the job plus two (2) years experience.
• Experience may substitute for education up to four (4) years.

Preferred Qualifications:

- Experience working in a contact center with inbound, outbound, and back office workgroups
- Experience with Genesys contact center applications including; volume forecasting, calculating staffing requirements, schedule creation, completing shift bids, creating reports, and analyzing key performance indicators to guide process improvements
- Experience eliciting customer requirements and implementing enhancements of workflow's and layouts in technology applications
- Experience with Oracle CC&B and writing SQL queries
- Experience creating reports and communicating information of a complex nature to upper management (both written and verbal)
- Experience with business intelligence applications and data analytics
- Proficiency in Microsoft Office with an emphasis on Excel, Access, Sharepoint, and Power BI
- Ability to work any shift, including nights, weekends and holidays

Notes to Candidate:

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Pay Range: $75, 930 - $96,430

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held.
  
• Starting salary will be based on overall relevant experience from your application.
  
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
  
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
  
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
  

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution
  
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
  
• This position requires a criminal background investigation.
  

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

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JOIN THE CITY OF AUSTIN TEAM



At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued, and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2026-05-26