Business Intelligence Consultant (Utility Contact Center)

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited four (4) year college or university with major coursework in a related field, plus five (5) years of relevant experience in consultation and the utilization of BI tools.
• Graduation with a Master’s degree from an accredited college or university may substitute for up to two (2) years of the required experience.

Licenses and Certifications Required:

• None.

Notes to Applicants
This position reports to the Austin Energy Utility Contact Center Team ( UCC ). The UCC is the primary point of contact for the City of Austin’s utility customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also Austin Energy’s contact for outage and emergency response for all citizens.

The Business Intelligence Consultant, will evaluate contact center and business data from multiple data sources and conduct analysis to produce meaningful insights, identifying trends and solutions to improve business performance and customer experience. This position will design and develop recurring and ad-hoc business intelligence solutions such as reports, cubes, and dashboards that can be presented to operational teams and for executive-level review. The Business Intelligence Consultant will also work with technical teams to maintain, troubleshoot, and enhance current BI tools, systems, and software. And will closely collaborate with various teams in defining additional data sources and data storage requirements to support managerial and business intelligence needs.

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.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• 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.
• 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.

Assessments:

• Your skill level in some of the competency areas for this job may be assessed through skills testing.

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.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

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.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
Pay Range
$33.49 - $42.71

Hours
Monday - Friday, 40 hours with additional hours based on business needs.
The starting time can be as early as 7:00 a.m. and as late as 9:00 a.m..

Job Close Date 02/18/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd. Austin, TX Preferred Qualifications

• Experience with SQL queries
• Experience with Oracle databases
• Experience supporting customer service and/or public sector organizations
• Experience with Business Intelligence tools (Power BI, Socrata, Tableau)
• Previous experience managing databases and workflow applications with user interfaces, including account management and troubleshooting
• Previous experience providing user support and training to large organizations
• Previous experience analyzing data, identifying trends, and delivering business intelligence
• Previous experience creating analytics visualizations and reports, such as dashboards and other interactive formats
• Expertise with database structures, data migration, and using MS access
• Previous experience eliciting customer requirements and implementing enhancements of workflows and layouts in technology applications
• Ability to travel to more than one work location

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.
Analyzes business and functional requirements and translates these requirements into robust, scalable, and operable solutions. Collects, analyzes, and shares data to help business teams drive improvement in key business metrics, customer experience, and business results. Utilizes database and web application technologies to design, develop, and evaluate innovative business intelligence tools and automated reports. Designs, develops, and tests BI solutions such as databases, data warehouses, queries and views, reports, and dashboards. Performs conversions, imports, and exports of data within and between internal and external software systems. Merges BI platforms with enterprise systems and applications and documents new and existing models, solutions, and implementations. Enhances the performance of BI tools by defining data to filter and indexes. Troubleshoots BI tools, systems, and software. Troubleshoots reported data loads or reconciliation inconsistencies in conjunction with the sites for data models and/or reports. Tracks, monitors, and analyzes performance and production issues, and implements improvements. Supports and helps manage external resources, such as service providers and vendor support and participates in vendor evaluations. Maintains the quality of Metadata Repository by adding, modifying, and deleting data. Provides input to the development of data/information quality metrics. Tracks and reports on issues and enhancement requests for the business in a timely manner. Analyzes and tests new releases/versions of software. Designs and delivers end-user training and training materials. Trains users to transform data into action-oriented information and to use that information correctly.

Responsibilities- Supervision and/or Leadership Exercised:

• May provide leadership, work assignments, evaluation, training, and 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 reporting analysis, design, and programming principles as well as knowledge of multiple industry standard reporting tools such as Crystal and Business Objects.
• Knowledge of industry standard database systems such as MS, SQL , and Oracle.
• Knowledge of Software Development Life Cycle ( SDLC ) and Information Technology Infrastructure Library ( ITIL ) concepts.
• Knowledge of release, change, configuration, and incident management.
• Knowledge of industry reporting techniques and developing and maintaining interactive reports.
• Knowledge of relational data modeling and relational database design.
• Knowledge of standard industry ERP technologies such as SAP .
• Knowledge of business operations as well as one or more business functional areas.
• Skill in data analysis and data mining.
• Skill in identifying and solving system and application problems.
• Skill in coordinating work projects and providing technical assistance.
• Skill in preparing data structures, flowcharts, and logic flow diagrams.
• Skill in applying migration procedures.
• Skill in analyzing and meeting the data processing needs of users.
• Skill in working with people of varying technical abilities in a team environment.
• Skill in training groups on reporting standards.
• Skill in analyzing major system reporting problems and applying appropriate solutions.
• Skill in actively participating in functional unit testing, integration testing, stress testing, systems testing, and user acceptance testing.
• Ability to learn City specific and industry standard reporting tool sets.
• Ability to explain complex technical information in business terms and communicate clearly and effectively both verbally and in writing.
• Ability to support and work with Business Intelligence/Data Warehousing environments.
• Ability to establish and maintain effective working relationships with City staff and the general public.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
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.

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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with a Bachelor's degree from an accredited four (4) year college or university with major coursework in a related field, plus five (5) years of relevant experience in consultation and the utilization of BI tools. Graduation with a Master's degree from an accredited college or university may substitute for up to two (2) years of the required experience. Do you meet these requirements?

• Yes
• No

* Please describe how you meet the minimum qualifications referenced above. Detail how you meet the educational requirements (if applicable), account for the years of related experience (if applicable), and explain any substitutions of experience for education, or vice-versa (if applicable).
(Open Ended Question)
* Describe your experience user support and training to large organizations, and the positions listed on your application that support this experience.
(Open Ended Question)
* Describe your experience supporting customer service and/or public sector organizations, and the positions listed on your application that support this experience.
(Open Ended Question)
* Describe your experience analyzing data, identifying trends, and delivering business intelligence
(Open Ended Question)
* Describe your experience working with Microsoft SQL Server, Oracle or similar databases to optimize SQL queries and database performance tuning, and indicate the position(s) listed on your application that support(s) your answer.
(Open Ended Question)
* Please describe your experience creating analytics visualizations and reports, such as dashboards and other interactive formats, including what applications you used for this purpose.
(Open Ended Question)
* Do you have expertise with database structures, data migration and using MS access

• Yes
• No

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

* Please describe your experience eliciting customer requirements and developing/enhancing technology applications to meet those requirements.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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