Utility Business Systems Support Administrator

The Position

Under general direction of the Assistant General Manager, this management position exercises independent judgment and responsibility in managing, directing, and coordinating the planning and implementation of major Utility technology projects and oversees the day-to-day operations of the Utility Business Systems Support and the Utility Business Enterprise Systems, including the support and maintenance of Utility-wide applications and network infrastructure, security strategies and programs, the Automated Metering Infrastructure, Meter Data Management, Customer Information / Utility Billing System environments, Electric and Water SCADA, web and engagement programs and other Utility business application support systems.

Essential functions of the job include, but are not limited to, the following:

Ensures Department services are provided with exceptional customer service and the highest level of ethical standards.

Manages the Utility Business Systems Support Group for the Business Services Section of the Glendale Water and Power Department; provides guidance and support for the acquisition of technological solutions required for specialized services and programs provided to residential, commercial, and industrial customers, as well as internal operations.

Develops, recommends, oversees, implements and ensures compliance with comprehensive information security strategies and programs.
Identifies security risks and recommends mitigation measures.

Oversees and participates in the development and implementation of Utility goals, objectives, policies, and priorities; recommends and implements resulting policies and procedures.

Identifies opportunities for improving Utility service delivery methods and procedures; identifies resource needs; reviews with appropriate management staff; implements improvements.

Directs, coordinates, and reviews the work plan for assigned technology services and activities; assigns work activities and projects; monitors work flow; reviews and evaluates work products, methods, and procedures; meets with staff to identify and resolve problems.

Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; recommends, within departmental policy, appropriate service and staffing levels.

Develops new methods of notifying customers of Utility service interruptions and outages; oversees the customer updating process.

Selects, supervises, trains, motivates, and evaluates personnel; provides or coordinates staff training; works with employees to correct deficiencies.

Manages and participates in the development and administration of an assigned program budget; forecasts funds needed for staffing, equipment, materials, and supplies; monitors and approves expenditures; recommends adjustments as necessary.

Develops and manages the implementation of innovative technological solutions that enhance service offerings and communications with customers, as well as internal operations, to accomplish departmental strategic and long-range planning processes.

Maintains an inventory of applications used by the Utility to provide operational and customer support.

Develops operating procedures and documentation for major applications; facilitates work teams responsible for documentation and flowcharting of business processes; evaluates process efficiencies and recommends alternatives where appropriate.

Provides internal and external representation for the Utility on technological matters; works closely within the department, as well as the other City departments, to evaluate new technology.

Ensures platform compatibility and consistency; manages all internal department acquisitions of technology and telecommunications solutions including the proposal, contract negotiation, and implementation planning processes; ensures that hardware and software acquisitions are consistent with the Department and meets City's Information Services Departmental policies and procedures.

Administers contracts and agreements with vendors providing hardware, software and related services to the department; coordinates and evaluates work performed by vendors and contractors; approves payments for products and services; resolves vendor performance issues.

Develops, updates, and implements strategic plans for the Department's technology requirements.

Develops, reviews, and revises multi-year Utility IT roadmap for the Department.

Conducts research to determine feasibility of new customer programs and services through technology and telecommunications; develops and presents optional programs to customers for their consideration and approval.

Reads, interprets, and writes functional, technical and contractual specifications and legal requirements for new systems or enhancements to existing systems.

Prepares various reports and documents relative to operations, status and acquisitions or agreements for Council consideration.

Provides staff assistance to Utility management; participates on a variety of committees; prepares and presents staff reports and other correspondence as necessary.

Provides responsible staff assistance to Utility Executive Management.

Coordinates activities with other Utility divisions and the City's Information Services Department.

Attends and participates in professional group meetings; maintains awareness of new trends and developments in the field of utility information technology; incorporates new developments as appropriate into programs.

Prepares comprehensive written and oral reports and makes recommendations for presentation to the City Manager, City Council and GWP Commission and community groups.

Serves as staff on a variety of boards, commissions, and committees; prepares and presents staff reports and other necessary correspondence.

May drive on City business depending on the needs of the position.

Assumes responsibility for ensuring the duties of this position are performed in a safe, efficient manner.

Performs other related duties as assigned or as the situation requires.

Minimum Requirements

Experience
Seven years of technical and management experience in developing, managing, planning, organizing and implementing utility technology / information systems, programs and projects.

Education/Training
Bachelor's Degree in Computer Science, Business Information Systems, Business Administration or a related field.
Master's degree in a related field is highly desirable.

License(s)/Certification(s)
Valid California Class C driver's license.

Knowledge, Skills & Abilities
Knowledge of:
Computer systems design and system analysis techniques.
Contract negotiation and administration techniques.
Disaster planning and business recovery concepts and techniques.
Network architecture and system security approaches.
Operational characteristics, services, and activities related to administration and support of a customer information system and automated meter reading infrastructure and a Utility billing, customer service and credit program.
Pertinent federal, state, and local laws, codes, and regulations.
Planning, designing, implementing, supporting, maintenance and upgrades of various Utility applications and/or network, computing and infrastructure elements.
Principles and practices of financial management and public relations.
Principles and practices of program implementation and administration.
Principles of business letter writing and report preparation.
Principles of cost/benefit and workflow analysis.
Principles of municipal budget preparation and control; rates, rules and regulations pertaining to public utilities.
Principles of strategic and long-range planning.
Principles of supervision, training, and performance evaluation.
Processing system design and operation related to Utility billing and customer service activities.
The role of geospatial information in organization-wide management of operations, decision-making, and policy formation.
Utility and customer service operations and procedures, database configurations, and system modification.
Utility application administration and support.
Utility billing and customer service activities.
Utility billing rates and calculation methodology.
Utility customer relations principles and marketing strategies.
Utility operational customer engagement programs such as voltage conservation, mobile platform, HAN device and online applications.
Utility operational technologies such as OMS, DMS, SCADA, PI Historian.
Web technologies and design concepts and web and mobile enabled application design and integration.

Skill in:
Making independent judgements and decisions based on standard policy or procedures.

Ability to:

Provide exceptional customer service to all employees and vendors.
Adapt to changing technologies and learn functionality of new equipment and systems.
Compile data of a complex nature, conduct analyses, interpret results and develop models and findings that can be used for decision making and problem resolution.
Coordinate and direct Utility technology programs and comprehensive Utility billing and customer service program.
Coordinate and prioritize several work projects simultaneously.
Develop and present programs to customers.

Develop necessary skills from on-the-job training and meet standards of performance for the classification by the end of the probationary period.
Effectively represent the Department to outside individuals and agencies to accomplish the goals and objectives of the unit.
Establish and maintain effective working relationships.
Interpret and explain Department policies and procedures.
Manage projects and teams; recommend and implement goals, objectives, policies and procedures for assigned sections.
Model and practice the highest standards of ethical conduct.
Participate in the preparation and administration of assigned budgets.
Plan and organize work to meet changing priorities and deadlines.
Prepare clear and concise reports.
Provide exceptional customer service to the public and internal City employees.
Provide leadership in evaluating complex technology strategies and developing approaches to maximize return on investment for utility-related operational technologies and systems.
Respond tactfully, clearly, concisely, and appropriately to inquiries from the public, City staff, or other agencies.
Select, supervise, train, and evaluate staff.
Understand, interpret, and apply general and specific administrative and departmental policies and procedures, as well as applicable federal, state, and local policies, laws, and regulations.
Understand the organization and operation of the Department and of outside agencies as necessary to assume assigned responsibilities.
Work cooperatively with other departments, City officials, and outside agencies.

Other Characteristics
Willingness to:
Work necessary hours and times to accomplish goals, objectives, and required tasks.
Assume responsibility for maintaining a safe working environment.
Maintain and support a 24/7 AMI operation.
Initiate, recommend and carry out personnel actions.

Promotional Eligibility

Any City of Glendale employee who meets the minimum qualifications for this position, has completed probation or six months of City employment, and is occupying a permanent full-time classification on file in the Human Resources Department. Hourly City employees may be considered, provided that they furnish proof of continuous employment immediately preceding the final filing date, which would equal a minimum of six months of full-time service or 1040 part-time hours. (Civil Service Rule VIII 4-E).

Exceptional Customer Service Policy The City of Glendale places a high importance on quality customer service and prides itself for the high level of services it provides by every employee of the organization. As employees of the City of Glendale, we are committed to providing our diverse community and each other with courteous, considerate, and personal attention.
Please click on the link to read the Exceptional Customer Service Policy .

Note

An equivalent combination of experience, education and/or training may be considered as a substitute for the listed minimum requirements.

Selection Process

OPEN/PROMOTIONAL EXAMINATION - ONE-YEAR PROBATIONARY PERIOD

EVALUATION OF APPLICATION: All applications, resumes and submitted reference materials will be reviewed and evaluated and only the best-qualified candidates based on applicable experience will be invited to the selection process.

ORAL INTERVIEW: (Weight: 100%) To evaluate the applicant's experience, education, and general background for the position.

Candidates must pass the exam with a minimum score of 70.00% in order to be placed on the eligible list.

TIME AND PLACE OF THE EXAMINATION WILL BE ANNOUNCED. Evaluations will be based on the candidate's education and experience relevant to the position. Examinations will assess evaluate the candidate's education, experience, knowledge and skills related to the job. The City of Glendale reserves the right to modify the examination components or their weighting. If changes are necessary, candidates will be informed of the specific examination components and their weight before the examination is administered. The selected candidate will undergo a background check, including Livescan fingerprinting. The City of Glendale complies with state and federal obligations to provide reasonable accommodations for applicants and employees with disabilities. Applicants with special needs are encouraged to inform the Human Resources Department at least five days before the first examination to ensure reasonable accommodations can be arranged. The provisions of this bulletin do not constitute an express or implied contract.

The City of Glendale offers a comprehensive benefit package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance.

The above listed benefits apply to full-time, salaried positions only.

Closing Date/Time: Continuous

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• City of Glendale

• 818-548-2152

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