SENIOR STAFF ANALYST

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Service Line/Section: Transportation & Drainage Operations/Operational Quality & Efficiency
Reporting Location: 611 Walker, 21st Floor
Workdays & Hours: Monday - Friday, 8:00 am - 5:00 pm*
*Subject to change.

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
This role supports the Operational Quality & Efficiency Section of the Transportation & Drainage Operations in maintaining efficient operations, balancing both administrative oversight and hands-on activities to ensure the timely delivery of products and services that meet expectations.

Operational Quality & Efficiency
o Conducts comprehensive needs analyses and research available solutions to develop clear technical and operational specifications for training, call route workflows, customer service operations, and work-order processes.
o Compiles findings into structured documentation, analytical summaries, and operational recommendations for management review.
o Serves as a liaison to other departments, service lines, and external organizations/agencies regarding operational quality, customer service call route protocols, and workflow optimization.
o Collaborates with maintenance, customer service, supervisors, and executive leadership to review monthly actual training versus budget variances and supports annual training and operational budget development.
o Handles highly confidential or sensitive information with professionalism, discretion, and sound judgment.
o Investigates, interprets, and analyzes operational, customer service, and call route-related issues, providing expert recommendations for resolving medium- to high-complexity challenges.
o Supports field personnel and customer service teams in executing quality service delivery through coordinated call routing, timely work-order assignment, and accurate information flow.

Data Analysis & Reporting
o Performs continuous data review, validation, and quality control of CityWorks and related work-order or call route systems.
o Develops and maintains monthly performance scorecards, dashboards, and internal tracking systems to monitor customer escalations, call route timeliness, field investigation outcomes, and operational service levels.
o Automates reporting for customer service level agreements (including escalations, call route performance, response timelines, and field investigation metrics) using Power BI.
o Provides regular briefings and presentations to leadership, highlighting performance trends, operational
risks, and actionable opportunities for improvement.
o Produces recurring and ad-hoc reports related to training activities, customer escalation trends, call route operations, and field investigation results.
o Interprets large-scale operational and customer-related data, translating complex data sets into actionable recommendations for leadership.

Process Improvement & Operational Support
o Supports Customer Service and Operational Training teams by reviewing customer service requests, call route patterns, and work-order activity to identify process gaps and recommend solutions.
o Conducts in-depth data analysis to identify trends, variances, and root causes of operational issues, enabling data-driven decisions for improving customer service call route and escalation workflows.
o Identifies process gaps using reactive customer issues (e.g., call route calls, emergency service orders) and proactive analytics across Transportation & Drainage Operations.
o Plans, initiates, and executes process improvement projects of various sizes to enhance call route efficiency, customer issue resolution, and field operations.
o Assists with developing, updating, and auditing standard operating procedures related to customer service, call route, field investigations, and work-order management.
o Provides training support for new staff, system updates, operational procedures, and customer service/call route best practices.

Project Management
• Manages major and mini-projects supporting Transportation & Drainage Operations, including initiatives related to customer service systems, call route optimization, and field investigation coordination.
• Conducts audits of standard operating procedures and internal operational processes to ensure compliance and identify improvement opportunities.
• Performs data analysis for high-volume customer impacts (e.g., TranStar call spikes, increased field investigation or work-order demand) after natural disasters and provides operational recommendations to support rapid response and customer relief.
• Coordinates with customer service, maintenance, and field teams to ensure project deliverables align with call route needs, work-order workflows, and service level expectations.

WORKING CONDITIONS
The position is physically comfortable; the individual has some discretion about walking, standing, etc.

This is a Houston Public Works Emergency Management position at the Tier III Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS
Requires a Bachelor's degree in Business Administration, Public Administration, or a field directly related to the type of work being performed.

Graduate degrees related to the type of work to be performed may substitute for the experience requirement on a year-for-year basis.

EXPERIENCE REQUIREMENTS
Five years of professional administrative, financial or analytical experience related to the type of work being performed are required.

Professional experience related to the type of work to be performed may substitute for the education requirement on a year-for-year basis.

LICENSE REQUIREMENTS
None

PREFERENCES

Preference will be given to applicants with experience in the following:
• High level of organizational and prioritizing skills
• Detail oriented
• Innovative problem-solving skills
• Ability to multi-task in a high volume, fast-paced environment
• Self-starter and able to work independently

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment evaluation.

SAFETY IMPACT POSITION: No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

PAY GRADE 28

APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov .

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-395-2976.

If you need special services or accommodations 832-395-2976 (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 5/24/2026 11:59 PM Central

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• Houston Airport System

• 2812331839

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