Utilities Services Coordinator - CIS Team

Overview

At Orange County Government, we are proud to serve the public with integrity, honesty, fairness, and professionalism. We develop innovative policies and services that impact Central Florida and shape the future of our community. We believe in hiring the very best. Our workplace experience sets us apart and makes us a great place to work. Our goal is to create an environment of exceptional organizational values, customer service standards, and employee satisfaction.

Orange County Government is committed to providing equal opportunity in employment and services to all individuals.

Orange County Utilities provides water resources and solid waste recovery services to protect and enrich the lives of the citizens and guests of Orange County Florida. The Customer Service Division is responsible for the accurate billing and collection of all services provided by Orange County Utilities while providing courteous and efficient customer service to one of fastest growing metropolitan areas in the country.

The Division is composed of eight different teams (Billing, Call Center, Cash, Customer Information Systems, Credit & Collections, Development, Dispatch & Meter Services) that work collaboratively and closely coordinate efforts to deliver outstanding service. The Division’s Customer Care & Billing (CC&B) application is the heart of the Orange County Utilities Customer Information System (CIS).

Advanced professional administrative work dealing with Utility programs governed by County ordinances and resolutions and has extensive communications duties. The employee must exercise independent judgment and initiative in accomplishing job responsibilities.

Performs advanced administrative work in the supervision of one or more units in the Utility. This is advanced professional administrative work dealing with Utility programs governed by County ordinances and resolutions and has extensive supervisory duties. The employee must exercise independent judgment and initiative in accomplishing job responsibilities. Work is performed under the general supervision of an assigned supervisor.

• Works at the direction of the Customer Service Information Systems Administrator as a member of the Customer Information Systems (CIS) operations support and project team, participating and leading project work and operations as directed.
• Assists with analysis and documentation of business processes and procedures, to formally document baseline as-is business processes, and create new or modified business processes and models based on new requirements, regulations, interviews, documents, and communications.
• Coordinates with the Utilities Communications staff on the design, creation, maintenance, print bidding, delivery, and distribution of customer publications/notifications, such as postcards, inserts, and letters, including the Utilities Rate Card insert.
• Conducts training in-person and virtually for onboarding new employees, provides updated training to employees, and trains others to train (train-the-trainer).
• Maintains CIS security roles for new and existing employees, vendors, and contractors.
• Manages the Help inbox, assigning and monitoring tickets.
• Creates written, video, and performance training materials.
• Document Librarian maintaining and improving Document Management (SharePoint or similar).
• Provide communications and documentation editing services, some confidential.
• Maintains rate configuration and attributes within the billing system.
• Performs other tasks as assigned.

Graduation from an accredited college or university with a Bachelor's degree in Business Administration or a related field and three (3) years of experience in a utilities or Customer Information Systems (CIS) role; or an equivalent combination of education, training or experience.

• PMP Certification
• Utilities related experience
• Demonstrated experience with CIS, Maximo, GIS, Oracle CC&B and AMI systems
• Project management experience
• Database and SQL experience
• Proficiency with Microsoft software, including Visio and Publisher, Adobe Acrobat,…