Project Supervisor - Utilities CIS

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Provides leadership and daily oversight for the implementation and operation of new and existing software and hardware solutions used in customer information and account management systems for water, sewer, and reclaimed water customers. Seeking a goal‑oriented individual with a proven track record of measurable results. Responsible for testing and implementing new customer information and billing software systems, as well as associated upgrades and integrated programs.

Leads and participates in mapping existing customer account processes and supports the successful implementation of new processes within new software platforms. Ensures existing billing system remains fully functional during new software installation, including development, data conversion, and parallel testing, to support monthly billing for more than 190,000 customer accounts.

Collaborates with vendors, department staff, and inter‑departmental teams to identify, define, and resolve customer account management needs. Supports process improvement teams and assists with solution implementation. Serves as the department's technology liaison with external vendors and with Pasco County's Information Technology (IT) Department for both county‑supported (mainframe, desktops, network printers, phones) and non‑county‑supported (printers, mailroom equipment, handheld processors, AMR/AMI laptops) hardware and software.

Responsibilities include ensuring daily functionality of customer account equipment and software, such as the cash remittance processor, meter reading process or interface, billing machine, mailroom billing and inserter equipment.

Leads efforts to leverage technology investments to streamline high‑volume workloads, particularly within the data operator group, meter reading services, and billing group. Monitors timely and accurate daily processing of customer accounts, account and payment research, account creation and modification, and billing output. Provides input on daily delinquent account management. Oversees daily production of customer account research, account creation/input, and billing output.

Systemically monitors billing input and output quality and accuracy, identifies production issues, and initiates all customer service system program modifications or changes.

Participates in, establishes and/or coordinates new or revised customer account processes and procedures aligned with new software, using PIT (Process Improvement Teams) or similar methods. Coaches staff to support ongoing process improvement efforts. Leads related updates with the County's Information Technology Department as needed. Stays current on systems research and development, customer donation programs such as Project Round‑Up, and recommends policy or ordinance changes to support improvements.

Coordinates resolution of computerized equipment issues. Performs related work as required.

• Knowledge of customer information and billing systems.
• Knowledge of customer, workorder, utility, and related information and financial tools, trends and current practices.
• Knowledge of proven process improvement and evaluation techniques.
• Excellent interpersonal, data management, and persuasive negotiation skills.
• Knowledge of electronic solutions.
• Working knowledge of accounting practices with the ability to reconcile accounts, process transfers, and perform routine accounting functions.
• Proficiency in SQL with ability to write new queries and execute existing ones.
• Familiarity with Crystal Reports with the ability to run, interpret, and make basic modifications to reports (preferred).
• Ability to think creatively and recommend new process improvement methods.
• Strong analytical and problem‑solving skills with ability to identify issues, determine root causes, and implement practical solutions.
• Ability to work independently with minimal guidance and effectively manage priorities.
• Ability to troubleshoot data, reporting, or accounting discrepancies using logical reasoning and available tools.

Ability to communicate effectively using verbal, written and visual communication.

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