Hillsborough County · 17 hours ago
Manager Customer Billing Solutions (Water Resources)
332 N Falkenburg Rd, Tampa, FL, 33619, US
Full-time
Onsite
Mid, Senior Level
$96K/yr - $132K/yr
5+ years expHillsborough County is seeking a Manager for Customer Billing Solutions to oversee the coordination of functional activities within the Oracle CCS system. The role involves managing a team, ensuring system performance, and integrating multiple platforms to support the Water Resources Department's billing processes.
BillingGovernmentPublic RelationsWaste Management
Responsibilities
Manages and assists a team of functional support specialists engaged in the performance of highly complex billing systems administration activity functions related to the configuration choices, testing, installation, maintenance, and support of Water Resources Department's customer billing systems. Collaborates with functional teams to identify process gaps, implement enhancements, and improve adoption of new functionality
Manage, control, and assist the strategic and day-to-day direction of a technical functional team assuring that goals, objectives, and performance levels are met. Manage administrative activities related to personnel coordination/issues. Manage section staff resources, coordinate recruitment of staff, and make hiring recommendations. Develop solutions for new business requirements and ensure system processes operate as designed
Working with subject matter experts to manage the customer billing systems, infrastructure standards, and system strategy within the Water Resources Department. Administer financial interfaces between customer systems and integrated platforms. Manage and coordinate new technical systems once any acquisition has been procured and assure timely implementation of needed business solution for Water Resources Department
Ensure approved section policies, procedures, and staff assignments are followed to maintain performance levels and/or improve operations & support activities
Assists with management of the section's disaster recovery plans related to the Customer Care and Billing systems, databases, and backup infrastructure
Manages the budget for business system contracts, upgrades, and annual licensing. Prepares budget estimates & associated documents, monitors the status of allocated funds, expenditures, and manages support contracts. Significantly contributes to section and departmental business and continuity plans, support emergency response needs
Serve as liaison with Oracle for CCS, CMMS, and Unifier systems. Coordinate with service providers to resolve issues and support vendor provided patches, updates, and enhancements. Coordinates system configurations, functional enhancements, and contract management with vendors
Oversee the Oracle CCS system, ensuring security, functionality, and compliance with data protection standards. Manage system updates, patches, and upgrades including testing and training ensuring smooth implementation with minimal customer impact
Support and manage current and future integrations for work order systems, customer self-service modules, IVR/IWR systems (ensuring PCI compliance), and AMI data retrieval
Provide 24/7 system coverage and response, including triage, analysis, and resolution of configuration and extension issues
Other related duties as assigned
Qualification
Required
Bachelor's degree from an accredited college or university with a major in Business Administration or other related technical/engineering field
Five years' experience managing a team in specialized support areas such as Oracle CCS application support, or client support
An equivalent combination of education (not less than a high school diploma/GED), training, and experience that would reasonably be expected to provide the job-related competencies noted below (For education and experience only, does not include legally required Licenses or Certifications
Driver's license required
Knowledge of Oracle Cloud Infrastructure (OCI) architecture, including regions, availability domains, fault domains, and high-availability designs
Knowledge of cloud governance models, compartment strategies, and tenancy management within OCI
Knowledge of enterprise networking concepts including VCN design, routing, VPN, FastConnect, load balancing, and network security controls
Knowledge of monitoring, logging, and performance management tools (OCI Monitoring, Logging, Service Connector Hub)
Knowledge of Oracle database platforms and cloud database services including Autonomous Database and OCI Database Systems
Knowledge of planning and executing system upgrades, migrations, and cloud modernization initiatives. Establishing monitoring, alerting, logging, and incident response processes
Effective verbal and written communication skills
Ability to build inclusive teams and motivate others towards shared goals
Conflict management skills
Ability to multi-task, prioritize, and be effective under pressure and in emergency situations
Ability to mentor and encourage staff development
Critical Thinking: Working with a scope that covers several critical areas such as customer bills/payments. New and changes to the Policy/Procedure are made by this position
Decision Making: Exercise independent judgement in resolving complex issues. Evaluate new approaches to solving problems. Connect how changes will impact multiple sections of the department
Communication: Daily contact with senior staff. Being sure procedures/goals/policy are clear and concise. Monthly staff meeting to keep everyone informed
Strategic Planning: Plans events surrounding rates changes and other events affecting utility customers, annual revenues, and expenditures
Managerial/Operational Skills: Plans, assign roles, and coordinates monthly, quarterly, and yearly functions related to any billing, payment, and reporting of revenues in the Enterprise Systems billing system
Leadership: Must possess leadership skills in management, with the ability to understand new technology and devices to better serve our customers and provide a self-serve opportunity
Analytical Ability: Advanced knowledge of SQL, Oracle, and/or database best practices. Proven analytical skills and the ability to distill and simplify complex concepts
Managing Complexity: Advanced and proven experience with managing enterprise-wide systems, advanced knowledge managing complex interface hardware and software systems. Must understand Oracle CCS, Neptune AMI advance infrastructure, and billing systems
Benefits
Generous PTO & Holiday Plan
Health Plans
Health Savings Account
Dental & Vision Plans
Employee Assistance Program (EAP)
Healthcare Flexible Spending Account
Dependent Care Flexible Spending Account
Tuition Reimbursement
Cafeteria Benefit
Life Insurance
Short & Long-Term Disability Insurance
Company
Hillsborough County
Hillsborough County offers public services like water bill payment, waste management, and emergency alerts.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bart Weiss
Chief Officer, Innovation and Resiliency
Jean Slepecky, MBA, CTIE
HR Partner, Talent Solutions
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