Business Systems Supervisor

Job Description

Raleigh Water’s Customer Care & Billing (CC&B) Division is seeking an experienced Business Systems Supervisor to lead its Application Testing, Quality Assurance, and Training & Development functions. The position leads CC&B technology testing activities to support reliable, secure, user-focused, well-documented, and thoroughly tested technology solutions prior to production deployment. The position oversees the division’s Quality Assurance program, promoting consistent customer service, adherence to established policies and procedures, and continuous improvement. The position also leads the Training & Development function, supporting employee readiness through new employee training, system and process training, ongoing employee development, and training associated with technology and business-process changes.

About You:

Are you a leader who can see both the technical details and the larger operational picture? Do you enjoy solving complex problems, developing employees, coordinating across teams, and turning testing, training, and quality information into meaningful improvements? Are you comfortable balancing multiple priorities in an environment where technology, business processes, employee readiness, and customer service are closely connected?

The ideal candidate will have strong supervisory, analytical, organizational, communication, and project coordination skills and will be able to lead work across multiple functional areas while maintaining attention to quality, deadlines, documentation, and stakeholder needs.

About Us:

Raleigh Water’s Customer Care & Billing Division supports the systems, processes, employees, and customer-service operations associated with utility billing and customer care. The division works across operational and technical areas to support reliable business processes, system changes, employee readiness, and consistent customer service.

Duties and Responsibilities

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Supervises and manages assigned employees, including all personnel-related activities such as recruitment, interviewing and hiring, onboarding, coaching and employee development, performance management, progressive disciplinary processes, and separation/termination activities
• Prioritizes and assigns work, manages schedules and leave
• Completes performance evaluations and addresses employee performance and workplace concerns
• Leads and oversees functional, system integration, user acceptance, regression, and other application testing activities for changes that impact CC&B and related applications, interfaces, and business processes
• Coordinates with business units, technical teams, vendors, and other stakeholders to determine testing requirements, scope, priorities, level of effort, expected results, business impacts, dependencies, and readiness for implementation
• Manages the employee training and development program, including training needs assessment, curriculum and course design, content development, training schedules, delivery methods, documentation, and evaluation of training effectiveness
• Partners with CC&B leadership, operational teams, technical teams, vendors, and other City departments on cross-functional projects, system implementations, process changes, release activities, and operational improvement initiatives
• Supports production implementations and post-implementation activities, including issue identification, validation, communication, coordination, and follow-up as needed
• Performs other duties as required

Typical Qualifications

Education and Experience:

Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or related field; 3 to 5 years’ experience in strategic planning, project management, data analysis, or related field

OR

Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Preferred Education and Experience:

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Supervising or leading professional staff responsible for business systems, application testing, training, quality assurance, or related functions

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Planning, coordinating, and executing application testing for enterprise systems, including functional, integration, user acceptance, and regression testing

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Supporting utility billing, customer information, customer care, financial, or other complex enterprise business systems

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Managing employee training programs, curriculum development, new employee training, system/process training, or adult learning initiatives

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Developing, administering, or improving a quality assurance program, including evaluation criteria, calibration, trend reporting, documentation, and review processes

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Coordinating complex projects, releases, system changes, integrations, vendors, and cross-functional stakeholders

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Familiarity with ServiceNow

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Experience developing metrics, dashboards, reports, presentations, procedures, reference materials, and executive/leadership communications

Additional Information

Knowledge, Skills and Abilities:

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Customer care

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Billing business processes

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Business operations and supporting technology

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Program administration, supervision, project coordination, and work management

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Application testing concepts, test planning, defect management, documentation, release readiness, and quality control

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Training and development principles, including needs assessment, curriculum design, adult learning, instructional delivery, evaluation, and continuous improvement

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Quality assurance principles and practices, including evaluation criteria, calibration, trend analysis, documentation, and performance improvement

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Advanced business process analysis and documentation

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Basic practices of information technology management and enterprise application support

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Modern office practices and commonly used business applications, including word processing, spreadsheets, presentations, databases, and collaboration tools

ADA and Other Requirements:

Work Environment and Physical Effort:

Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.

Work Environment:

Work is typically performed in an office or similar indoor environment.

Work Exposures:

Work in this position does not require frequent environmental exposures.