Utility System Support Supervisor

Utility System Support Supervisor

Under minimal supervision, the Utility System Support Supervisor oversees the daily operations and support of the Customer Information System (CIS) and related utility applications. This position is responsible for supervising support staff, coordinating system maintenance, and ensuring optimal performance of software systems. The Utility System Support Supervisor also works with multiple departments to manage service requests, resolve issues, and ensure system stability and efficiency.

Essential Functions

• Supervise and support staff responsible for the maintenance, monitoring, and configuration of the CIS and integrated applications, while maintaining availability for 24 / 7 on-call support.
• Document, initiate, and administer steps of discipline to address unsatisfactory attendance, job performance, or any other violation of the City of Lubbock employee code of conduct in coordination with City of Lubbock Human Resources.
• Coordinate troubleshooting efforts for system middleware and ensure prompt resolution of technical issues.
• Manage and prioritize service requests and ensure accurate documentation of issues and resolutions.
• Liaise with software vendors to track and resolve application-related problems.
• Coordinate with departments to gather and define requirements, oversee implementation of system enhancements, and manage testing for code updates, patches, and new functionality.
• Compile and analyze utility data using tools such as Oracle BI Publisher and SQL for reporting and operational use.
• Oversee open record requests and ensure accurate and timely data delivery to internal and external stakeholders.
• Support and train utility system analysts and utility system specialists providing mentorship and promoting adherence to organizational standards.
• Use Microsoft Office applications to document procedures, generate reports, and present findings.
• Perform additional duties as assigned.

Qualifications

Bachelor's degree in Management Information Systems (MIS), Computer Information Systems (CIS) or minimum of three (3) years of relevant experience in supporting and maintaining utility or enterprise software systems, including supervisory or lead responsibilities (e.g., Utility System Analyst).

Knowledge and Abilities

Knowledge of : Utility Customer Information Systems (e.g., Oracle CCS) and billing operations. Reporting tools such as Oracle BI Publisher and SQL. IT support practices and systems troubleshooting in cloud-based and SaaS environments. Project coordination and supervisory principles.

Skills / Abilities : Strong leadership skills with the ability to supervise and motivate a technical support team. Excellent troubleshooting and analytical abilities. Effective communicator with the ability to interact with technical and non-technical stakeholders. Proficient in creating test plans and supporting documentation. Strong organizational skills and the ability to manage multiple priorities. Physical Requirements : Frequently stand and walk. Occasionally lift and carry up to 20 pounds. Flex upper trunk forward, partially at the knees. Continuously sit for extended periods.