Job Title: Business Process Analyst - Water and Gas Operations
Duration: 16-18 months (contract-only)
Location: Richmond, Virginia (Onsite)

Key-skills: Public utility, Business experience in utility

Job Description:
We are seeking a Water & Gas Utilities Operations Subject Matter Expert (SME) with deep expertise in call center management, workforce management, quality assurance, training, emergency dispatch, and field operations. The ideal candidate will have recent and significant operations experience, preferably in a unionized environment. This role involves assessing current operations, addressing gaps, and preparing for a future state aligned with evolving business needs.

Key Responsibilities:

• Conduct a comprehensive assessment of current utility operations, including gap analysis and readiness to meet future-state requirements.
• Assist in rewriting job descriptions to reflect changes in business processes and system functionality.
• Identify and develop operating procedures impacted by future-state requirements, ensuring clarity and usability.
• Collaborate with stakeholders to enhance workforce management, training programs, and quality assurance practices.
• Provide insights and recommendations on emergency dispatch and field operations optimization.
• Leverage expertise in software applications to develop high-quality content tailored to various audiences.

Qualifications:

• Experience:
  • Recent and significant experience in water and gas utility operations.
  • Proven expertise in a unionized environment is highly preferred.
• Skills:
  • Strong written communication skills for developing procedures, job descriptions, and training content.
  • Proficiency with software tools for creating content for diverse purposes and audiences.
  • Ability to conduct gap analysis and develop actionable recommendations.
• Knowledge:
  • Deep understanding of call center, workforce, and field operations in utilities.
  • Familiarity with quality assurance and training best practices.

Preferred Qualifications:

• Experience developing standard operating procedures (SOPs) and operational workflows.
• Strong analytical and problem-solving skills.