Senior Business Process Analyst

Orlando Utilities Commission (OUC - The Reliable One) · Orlando, FL · 1 wk ago

$92k–$115k/yrFull-time

About the role

OUC - The Reliable One is seeking a Senior Business Process Analyst to join the Customer Experience & Sales division. This role partners across Customer Experience & Sales, working closely with Customer Service and other business units, to analyze processes, facilitate improvement initiatives, and lead projects that transform the way OUC serves our customers.

Responsibilities

Facilitate workshops and working sessions to evaluate processes, uncover gaps, and recommend improvements.
Lead initiatives that drive process transformation, change management, and customer-focused enhancements.
Perform root cause analysis and translate findings into actionable, measurable solutions.
Collaborate with IT and business stakeholders to leverage automation and technology, including Customer Information Systems (CC&B, MDM) and customer-facing platforms.
Document and optimize workflows using Visio and project management tools (e.g., MS Project, Wrike).
Apply customer journey mapping to identify friction points and improve the customer experience.
Build consensus and maintain diplomacy when navigating complex or unstructured situations with diverse stakeholders.
Understand utility and energy concepts, interdepartmental dependencies, and contact center operations to ensure initiatives align with business needs.

Requirements

Bachelor’s degree in Business, Business Process Improvement, or related field of study from an accredited college or university; two (2) years of additional experience may replace each year short of the education requirement.
Minimum of five (5) years of experience in the utility industry or corporate environment to include three (3) years of experience in customer service, billing, or business process improvement.
Demonstrated success in leading initiatives, re-engineering processes, and driving change at a corporate level.
Strong collaboration and relationship-building skills, with the ability to work across functions and diplomatically influence stakeholders.
Proficiency with Visio (or similar tools) and project management methodologies; experience using MS Project or Wrike preferred.
Experience with CC&B, MDM, and other customer-facing or contact center technologies.
Familiarity with customer journey mapping and change management principles.
Leverage Lean Six Sigma or Six Sigma Green Belt certification (must be obtained within 18 months of hire).
Project Management Professional (PMP) certification preferred.

Qualifications

Understanding of utility and energy concepts, interdepartmental dependencies, and contact center operations.
Knowledge of process improvement methodology and supporting tools.
Experience in process development, improvement, and documentation.
Experience in business requirements development and interpretation.
Experience in user acceptance testing planning and test case development.
Experience in data analysis, trends, reporting, and interpretation from various sources.
Experience in operational metrics, outcomes, and data analysis.
Experience in customer experience journey mapping.
Experience in DMAIC approach to identify process inefficiencies and improvement opportunities.
Experience in change management principles and activities.
Experience with related industry, organizational, and departmental policies, practices, and procedures.
Experience with legal guidelines, ordinances, and laws.
Experience with project management principles and methodologies.
Ability to facilitate business process workshops with varying group sizes.
Ability to demonstrate strong analytical ability and attention to detail.
Ability to develop and present impactful presentations, explain and answer questions, persuade and influence target audiences.
Ability to make arithmetic computations using whole numbers, fractions, decimals, rates, ratios, and percentages.
Ability to effectively collaborate with and build exceptional working relationships with stakeholders from different departments.
Ability to understand Customer Experience & Sales operations, processes, and interdepartmental dependencies.
Ability to understand complex utility/energy concepts, processes, policies, and systems.

Skills

Working knowledge of process improvement methodology and supporting tools.
Working knowledge of process development, improvement, and documentation.
Working knowledge of business requirements development and interpretation.
Working knowledge of user acceptance testing planning and test case development.
Working knowledge of data analysis, trends, reporting, and interpretation from a variety of sources.
Working knowledge of operational metrics, outcomes, and data analysis.
Working knowledge of customer experience journey mapping.
Working knowledge of DMAIC approach to identify process inefficiencies and improvement opportunities.
Working knowledge of change management principles and activities.
Working knowledge of related industry, organizational, and departmental policies, practices, and procedures.
Working knowledge of legal guidelines, ordinances, and laws.
Working knowledge of project management principles and methodologies.
Advanced Excel skills to include pivot tables, V-lookup, and modeling.
Microsoft Office Suite (PowerPoint, Word, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
Ability to use project management software such as MS Project and Wrike.

Benefits

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes:

Competitive compensation
Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period.
Retirement benefits including a cash balance account with employer matching along with a health reimbursement account.
Paid vacation, holidays, and sick time.
Paid parental leave.
Educational and Professional assistance programs; Paid Memberships in Professional Associations.
Access to workout facilities at each location.
Free downtown parking.
Hybrid work schedule.

Pay

Salary Range: $92,000.00 to $115,000.00 per year commensurate with experience.

Schedule

Hybrid work schedule.

Summary

Click here to view our Benefits Summary.

Job Purpose

Perform analysis across assigned Business Units and lead the facilitation of business process improvements sessions across the department(s) to identify issues and gaps for the purpose of making recommendations related to improving or changing business processes, policies and procedures to improve operational efficiencies, quality, service, and profitability. Many of these changes will involve leveraging automation and technology in the assigned Business Units. Develop business requirements, assist with test cases and user acceptance testing for system upgrades; create and/or maintain related documentation. Collaborate with Digital Technology to translate business requirements into functional requirements. Perform research to identify process inefficiencies and stakeholder friction points that cause unnecessary resource expenditures or stakeholder effort and recommend gap closure initiatives, policy, process, and procedure changes.

Technical Requirements

Working knowledge of process improvement methodology and supporting tools.
Working knowledge of process development, improvement, and documentation.
Working knowledge of business requirements development and interpretation.
Working knowledge of user acceptance testing planning and test case development.
Working knowledge of data analysis, trends, reporting, and interpretation from a variety of sources.
Working knowledge of operational metrics, outcomes, and data analysis.
Working knowledge of customer experience journey mapping.
Working knowledge of DMAIC approach to identify process inefficiencies and improvement opportunities.
Working knowledge of change management principles and activities.
Working knowledge of related industry, organizational, and departmental policies, practices, and procedures.
Working knowledge of legal guidelines, ordinances, and laws.
Working knowledge of project management principles and methodologies.
Advanced Excel skills to include pivot tables, V-lookup, and modeling.
Microsoft Office Suite (PowerPoint, Word, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
Ability to use project management software such as MS Project and Wrike.

Education/Certification/Years of Experience Requirements

Bachelor’s degree in Business, Business Process Improvement, or related field of study from an accredited college or university; two (2) years of additional experience may replace each year short of the education requirement.
Minimum of five (5) years of experience in the utility industry or corporate environment to include three (3) years of experience in customer service, billing, or business process improvement.
Demonstrated success in leading initiatives, re-engineering processes, and driving change at a corporate level.
Strong collaboration and relationship-building skills, with the ability to work across functions and diplomatically influence stakeholders.
Proficiency with Visio (or similar tools) and project management methodologies; experience using MS Project or Wrike preferred.
Experience with CC&B, MDM, and other customer-facing or contact center technologies.
Familiarity with customer journey mapping and change management principles.
Leverage Lean Six Sigma or Six Sigma Green Belt certification (must be obtained within 18 months of hire).
Project Management Professional (PMP) certification preferred.

Special Certifications/Training to be Completed with Timeframe as Indicated

Obtain Six Sigma or Lean Six Sigma Green Belt certification within 18 months of hire.

Physical Requirements

This job consists of speaking, hearing, reading, typing and writing.
This job requires frequent sitting, occasional standing and walking and may require lifting up to twenty (20) lbs., bending/stooping, reaching over head.