Management Analyst II (Customer Services)

East Bay Municipal Utility District | Oakland

Salary Range: $110,808 - $128,280 Annually
Open Date: 08/09/2021
Close Date: 08/20/2021

Position Description

Opens online at on Monday, August 9, 2021
Online applications must be received by 4:30 p.m., Friday, August 20, 2021
Internal Reference # 21-112

The Management Analyst II (MA II), under the direction of the Customer Services Manager, performs difficult to complex statistical analyses in a variety of areas such as budget preparation and review, business process applications analysis, database management, and workforce planning. MA IIs are responsible for implementing and monitoring various call center management telephony systems used in East Bay Municipal Utility District’s (EBMUD’s) Contact Center and Customer Information System (CIS) software applications, reports, and their analysis. MA IIs are expected to exercise independent judgment and work under limited supervision.

Typical responsibilities may include:
• Performing analytical quality management studies of Contact Center operations.
• Running and analyzing CIS queries.
• Creating and analyzing reports to minimize manual processes.
• Comprehensive administrative and operational reviews.
• Budgetary analysis and preparation.

The ideal candidate will have a thorough understanding of Contact Center call management software and telephony systems, prepared to integrate and analyze complex data, skilled at handling multiple tasks and maintaining deadlines, thorough and detailed-oriented. Additionally, candidates should have a strong understanding of business processes, experience with and a solid understanding of computers and software application management, excellent communication skills, and experience in managing CIS and related databases.

The salary range is $9,234 per month increasing to $9,696, $10,181 and $10,690 after 6, 18, and 30 months, respectively.

EBMUD offers an excellent benefits program that includes: paid vacation, holidays and sick leave; family health insurance coverage; family dental and vision care plans; retirement plan (reciprocal with CalPERS); 401(k), 401(a) and 457(b) tax-deferred retirement plans; transit subsidy; tuition reimbursement; and opportunities for professional growth including training and career development.

Position Qualifications

1. A bachelor’s degree with major course work in business or public administration or a directly related field; AND

2. Two years of professional experience in administrative, management, budgetary, or systems analyses. A master's degree in business or public administration or a closely related field may be substituted for one year of experience.

How to Apply

Submit a completed EBMUD application and the required supplemental question responses online at by 4:30 p.m., Friday, August 20, 2021. Only application materials submitted online during the filing period will be accepted. EBMUD is an Equal Opportunity Employer: Females/Minorities/Veterans/Disability
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