SENIOR STAFF ANALYST

About the role

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.

Responsibilities

The responsibilities of this role include conducting comprehensive needs analyses, compiling findings into structured documentation, serving as a liaison to other departments, and collaborating with maintenance, customer service, supervisors, and executive leadership to review monthly actual training versus budget variances.

• 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.
• Compiles findings into structured documentation, analytical summaries, and operational recommendations for management review.
• Serves as a liaison to other departments, service lines, and external organizations/agencies regarding operational quality, customer service call route protocols, and workflow optimization.
• 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.
• Handles highly confidential or sensitive information with professionalism, discretion, and sound judgment.
• Investigates, interprets, and analyzes operational, customer service, and call route-related issues, providing expert recommendations for resolving medium- to high-complexity challenges.

Requirements

The minimum requirements for this role include a Bachelor's degree in Business Administration, Public Administration, or a field directly related to the type of work being performed, and five years of professional administrative, financial or analytical experience related to the type of work being performed.

• EDUCATIONAL REQUIREMENTS: Bachelor's degree in Business Administration, Public Administration, or a field directly related to the type of work being performed.
• Experience Requirements: Five years of professional administrative, financial or analytical experience related to the type of work being performed.

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, and self-starter and able to work independently.

• 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

Skills

The role requires skills in data analysis, reporting, process improvement, and project management.

• Continuous data review, validation, and quality control of CityWorks and related work-order or call route systems.
• 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.
• Automates reporting for customer service level agreements using Power BI.
• Provides regular briefings and presentations to leadership, highlighting performance trends, operational risks, and actionable opportunities for improvement.

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.

Pay

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.