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Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

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Orlando Utilities Commission Business Process Analyst in Orlando, Florida

OUC - The Reliable One , is presently seeking a Business Process Analyst to join the Customer Experience & Sales division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.

We’re looking for a detail-oriented professional with strong facilitation, analytical, and documentation skills to lead business process reviews across Customer Experience & Sales (CES). In this role, you’ll identify operational gaps and inefficiencies, recommending enhancements to streamline processes and improve the customer experience. Key responsibilities include analyzing data, performing root cause analyses, and documenting business processes, requirements, and results. Proficiency in BPMN methodology is essential, with training provided to deepen your understanding. Exceptional writing skills are required to create clear, comprehensive documentation. You’ll collaborate with internal teams and external stakeholders, ensuring processes are well-aligned and optimized. Additionally, you’ll support User Acceptance Testing (UAT) and work closely with IT to translate business needs into functional requirements.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here (https://youtu.be/s_ZnGjX_Sas) to learn more about what we do.

The ideal candidate will have:

  • Associates degree in Business, Communications, Finance, Economics, Computer Science, or related field from an accredited college or university

  • Bachelor’s degree in the above fields of study (preferred)

  • Minimum of four (4) years of experience in customer service, financial operations, business process improvement, and/or analyzing business operations, to include two (2) years of experience in the review of processes, procedures or data analysis

  • Utility industry experience and experience using Oracle’s Customer Care & Billing (CC&B) Software (preferred)

  • Proficiency in Business Process Model and Notation (BPMN) methodology.

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

  • Competitive compensation

  • Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account

  • Paid vacation, holidays, and sick time

  • Educational and Professional assistance programs; Paid Memberships in Professional Associations

  • Access to workout facilities at each location

  • Paid Conference and Training Opportunities

  • Free downtown parking

  • Hybrid work schedule

Click here to view our Benefits Summary. (https://www.ouc.com/docs/human-resources-documents/benefits_summary.pdf)

Salary Range: $30.02 to $37.52 per hour commensurate with experience (est. $62,443.68 to $78,054.08 per year).

Location: “ The Greenest Building in Downtown”- Reliable Plaza (https://ouc.com/environment-community/reliable-plaza) , 100 W. Anderson St., Orlando, FL 32801

Please see below a complete Job description for this position.

Job Purpose:

  • Performs business process reviews across the various business areas within Customer Experience & Sales (CES) to identify issues and gaps for the purpose of making recommendations related to improving business processes, policies and procedures and to drive operational efficiencies and enhance customer experience. Documents new and/or revised business processes, business requirements, and assist in User Acceptance Test (UAT). Collaborates with business areas and IT to translate business requirements into functional requirements.

  • Primary Functions:

  • Support reviews of business procedures and policies and associated systems (i.e. CIS, MDM, IVR, WEB); perform and/or coordinate reviews of smaller scope; document gaps and opportunities, and promote the change and/or use of existing technology to improve business processes and operational efficiencies;

  • Assist in the documentation of business process reviews in various media channels (inclusive of business process flows, word documents, and power point presentations);

  • Initiate and conduct follow up meetings with business stakeholders on realized business process improvement benefits, document results and report to Manager and Sr. Business Process Analyst(s);

  • Participate in comprehensive research, analyses and studies relative to process and performance defects, as indicated by the data and/or interactions with key stakeholders; perform workflow reviews, participate and/or lead employee interviews, develop and/or revise process flows;

  • Collaborate with Data Analytics team to gather data to support process reviews, gaps and findings, analyze data, draw initial conclusions and present data and/or recommendations to Sr. Business Process Analyst(s);

  • Assist in the development of business requirements for system changes and test cases;

  • Participate in User Acceptance Testing process;

  • Assist in the review and solutions for user/system related trouble tickets and exception reports; analyze, report on results and assist in implementation of change;

  • Perform other duties as assigned.

Technical Requirements:

  • Working knowledge of all, but not limited to, the following:

  • Meter to Cash Operations;

  • Customer Information Systems (i.e., Customer Care & Billing) operations, systems and policies;

  • Business process reviews, improvement and documentation;

  • Familiarity with all, but not limited to, the following:

  • Software Applications (i.e. Meter Data Management, IVR, WEB, SharePoint, Visio)

  • Operational metrics, outcome and data analysis;

  • User Acceptance Testing;

  • Related industry, organizational and departmental policies, practices and procedures; legal guidelines, ordinances and laws;

  • Ability to:

  • Document business procedures using multi-media (i.e. Visio, Microsoft Word and Power Point, etc.),

  • Facilitate business process work sessions with varying group size;

  • Understand customer service operations; residential and commercial segments;

  • Understand meter data and billing relationships;

  • Demonstrated ability to gather data, perform data analysis and draw conclusions to improve operation efficiencies;

  • Demonstrate strong analytical ability and attention to detail;

  • Develop, read and interpret process flow documentation; use flow diagramming software, such as Visio, to document and present current and future processes;

  • Exhibit excellent verbal and written communication skills;

  • Develop and present impactful presentations; explain and answer questions, persuade and influence target audience;

  • Make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;

  • Use Microsoft Office Suite (PowerPoint, Word, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).

Education/ Certification/Years of Experience Requirements:

  • Associates degree in Business, Communications, Finance, Economics, Computer Science, or related field from an accredited college or university

  • Bachelor’s degree in the above fields of study (preferred)

  • Minimum of four (4) years of experience in customer service, financial operations, business process improvement, and/or analyzing business operations, to include two (2) years of experience in the review of processes, procedures or data analysis

  • Utility industry experience and experience using Oracle’s Customer Care & Billing (CC&B) Software (preferred)

Working Conditions:

This job is performed in an office work environment and is absent of disagreeable working conditions.

Physical Requirements:

This job consists of speaking, hearing, reading, typing and writing. This job requires frequent sitting, occasional standing and walking and may require lifting up to twenty (20) lbs., bending/ stooping, reaching over head.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations .

EOE M/F/Vets/Disabled

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