Utility Account Analyst

Job Description:

Utility Account Analyst

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Diverse and Inclusive Workplace: Work in an environment where every voice is valued, and Innovation thrives.
  
• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces: Work in innovative and sustainable environments designed to foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

Job Description:

Utility Account Analyst

Purpose:

Under general supervision, provides utility services, analysis of utility accounts, and ensures customer satisfaction.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Researches utility usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution. Provides innovative and customized usage and billing solutions and recommendations.
  
• Extracts data and presents facts to customers providing utility reports, as needed, for management of usage and cost.
  
• Researches and determines requirements for subdivision development, re-subdivision, and water and wastewater service extensions.
  
• Evaluates site/lot plans, criteria, etc. for a variety of projects, programs, and activities.
  
• Manages assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record.
  
• Presents arguments and reasoning as an advocate representing the utility in hearings, investigations, examinations, or other arenas where disputes are addressed.
  
• Develops, revises, and implements procedures and processes to facilitate the provision of services to customers.
  
• Recruits and serves as a point of contact for utility programs.
  
• Develops, implements, and delivers training in a variety of formats and venues.
  

Responsibilities - Supervisor and/or Leadership Exercised:

May lead others.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
  
• Knowledge of City practice, policy, and procedures.
  
• Skill in oral and written communication.
  
• Skill in using computers and related software.
  
• Skill in data analysis and problem solving.
  
• Skill in handling multiple tasks and prioritizing.
  
• Ability to work with frequent interruptions and changes in priorities.
  
• Ability to lead others.
  
• Ability to establish and maintain good working relationships with City employees and the public.
  

Minimum Qualifications:

Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus four (4) years of experience providing customer service for a utility or another commercial/government organization, or other experience related to the job.

• Experience may substitute for education up to a maximum of four (4) years.
  

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Experience with billing reports, rate verification, investigation of account corrections.
  
• Knowledge of Oracle Utilities Customer Care and Billing or experience in another utility billing system.
  
• Experience dealing with external customers pertaining to utility billing issues. Include how many years of experience you have and the circumstances under which you worked with customers (e.g., in person, over the phone, by email, in a call center, field work, etc.).
  
• Knowledge and experience with Geographic Information Systems (GIS) and Extract, Transform and Load (ETL) applications
  
• Knowledge and experience working in an Enterprise Geodatabase (SDE) and using SQL developer.
  

Notes to Candidate:

DEPARTMENT OVERVIEW:
Please learn more about our department and how we serve our community: What does the Watershed Protection Department do?

Notes to Candidate:

The job of the Utility Account Analyst in the Watershed Protection Department ( WPD ) is to utilize utility service, account, and system knowledge to aid in the administration of the Drainage Utility Fee. The person in this position researches utility usage, manages assigned utility projects, and provides customer service to City of Austin residents and business owners.

Other responsibilities in this role includes:

• Run projects that update and maintain billing for Drainage Charge using geospatial software. Manage and resolve customer created work orders along with improve customer service experience with technical systematic improvements. Oversee the city and state code that guides the Drainage Charge billing rules while monitoring revenue changes.
  
• Create and maintain Feature Manipulation Engine (FME) workspaces and workflows to ensure accurate billing, identify data errors, and generate revenue reports. These include ongoing data integrity projects, one-off error checks, and data research initiatives. Test and update applications to incorporate changes in rates, standard operating procedures, or software upgrades, ensuring they function as designed and prevent performance bottlenecks.
  
• Develop new applications to enhance customer experience. Creating and managing applications that handle geospatial data, designing and developing software for geographic analysis.
  
• Create visual representations of spatial data such as maps, reports, and datasets to answer inquiries from both internal and external stakeholders.
  
• Manage customer-facing apps that requires maintenance, testing and upgrades. These include Customer Care & Billing (CC&B), ArcGIS Online, and Microsoft Power BI.
  
• Coordinate with Austin Energy technology teams along with external vendors to confirm and improve billing uniformity and consistency.
  
• Analyze Drainage Charge revenue using Oracle Utilities Customer Care and Billing, GIS and FME to generate reports, maps, and tables to explain income trends and forecasting.
  
• Act as a liaison for large Drainage Charge account holders and Austin Energy.
  

Location:

505 Barton Springs Austin, Texas 78704

Days and Hours:

Monday - Friday, 8:00 am to 5:00 pm. with the ability for a 60% telework schedule per week after initial training period. Exceptions may apply subject to the business needs of the department.

Salary Range:

$28.29 - $34.80, depending on qualifications and experience.

EDUCATION:
Verification of education will be conducted on the top candidate.

CRIMINAL BACKGROUND INVESTIGATION:
Job Offer is contingent on passing a Criminal Background Investigation.

ASSESSMENTS:
The candidate selected to interview is subject to pre-employment screening assessments to evaluate skill levels and competencies required for this position.

DRIVING REQUIREMENTS:
This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record points within a period of thirty-six (36) months.

BENEFITS:
Working with the City of Austin provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click here for more information.

Important Note to Applicants:
Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

ABOUT YOUR EMPLOYMENT APPLICATION (Please read carefully):
When completing the City of Austin Employment Application:

• Include details on the application or prior or current work history with the City of Austin.
  
• A detailed and complete employment application will help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.
  
• Include details on the application of any previous employment that you wish to be considered as part of your qualifications and relevant experience. Provide each job title and employment dates for all jobs on the application. Your work history should include duties you performed. “See Resume” is not acceptable and your application will be considered incomplete.
  
• Work history must include the month and year of employment and whether it was full or part-time work.
  

Any relevant work history on the resume must also be reflected in the employment application in order to be considered.

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2025-09-19