Tucson Water - Customer Service Division

Recruitment #1907-0868-001


The Customer Service Division of the Tucson Water Department is recruiting for a highly experienced and effective Management Analyst II. This position will report to the Superintendent of Metering Services. The candidate will optimize the use of our Field Collection System software and identify opportunities to improve efficiencies. Field Collection System (FCS) with Itron Mobile is a data collection system designed specifically for utilities. FCS is a state of-the-art, open-architecture software that integrates with Itron networks, existing billing systems and data analytics systems for flexible data sharing and management capabilities.

The successful candidate will have professional skills managing software, upgrading systems and data analysis. The position requires outstanding interpersonal skills with stakeholders, vendors, consultants, and cross-functional teams.

General Description

Responsible for the successful operation of the FCS software, which include the upload and downloads of reading data, route optimization, and system upgrades. Develops and analyzes reports to measure efficiency and performance of staff and software. Makes recommendations based on key performance indicators to close performance gaps.

Essential Functions

The essential duties include but are not limited to:

  • Record, organize, and administer data provided through the meter reading software system.
  • Produce and maintain spreadsheets to support data and cross-functional processes related to meter data and billing systems. 
  • Understanding of meters, hardware and programming of truncation codes.
  • Have a good understanding of how the metering system connects and relays information to other information systems used by Tucson Water.
  • Understand FCS and how the data gets to the billing system and how to monitor the meter reading system to ensure the data is transferred and up to date.
  • Have a good understanding of computer databases, spreadsheets and reporting tools.
  • Performs extracts and reporting from FCS to analyze performance of meters and route efficiency.
  • Investigates, records and notifies the appropriate supervisor of meters, which are in need of repair.
  • Monitors and maintains all automated meter reading systems and meters.
  • Completes and submits reports to Supervisors concerning metering operations.
  • Develop and monitor suite of KPIs to measure and manage the performance of both the meter reading and customer billing functions. Identify and implement actions to improve performance where applicable
  • Ensures billing system technical specifications are current and administer updates to the meter reading application.     
  • Conduct analysis through research, and interpret data from the meter reading and exception reporting from the billing system.

Minimum Qualifications

Minimum Education Level & Type: Bachelor's Degree

Minimum Experience Qualification: At least 3 years of experience in work process analysis, municipal funding and grant, program evaluation, surveying and statistical analysis or work efficiencies management

An equivalent combination of education, training and experience, which provides the required knowledge, skills and abilities to perform the essential functions of this position, may be considered.

Special Job Requirements


Preferred Qualifications

The ideal candidate will possess the above minimum qualifications as well as relevant experience in  the areas listed below:

  • Strong skills in the use of word processing, spreadsheet, flow-charting, project scheduling
  • Excellent  verbal and written communication skills (e.g., presentation, listening, report writing)
  • Thorough knowledge of the geography and street locations of the City and surrounding vicinity
  • Thorough knowledge of water service operations
  • Proficiency using meter-reading software
  • Assessing and prioritizing multiple tasks, projects and demands
  • Monitoring operations, identifying service issues, and recommending solutions
  • Data collection and analysis, and mathematical calculations
  • Technical Knowledge/Skills: Thorough knowledge of systems utilized for customer billing, credit, meter reading, fieldwork orders and other daily work tasks
  • Ability to work effectively with all levels of the organization

Selection Plan

As part of the online application process all applicants are required to submit a resume under the "Resume" tab. Resumes will be reviewed and scored.  Please ensure your application contains the required resume prior to submission.

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and the responses to their supplemental questions. The highest scoring applicants will then be invited to participate in an Oral Board interview.   

  • Oral Board Interviews will be held: July 24, 2019

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List.  An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:      

  • 10% of your rating for education and work experience
  • 90% of your oral board interview   

This recruitment will establish a civil service list that may be utilized to fill vacancies at Tucson Water occurring within the next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.  If you qualify for preference points as outlined in the Employment Profile, you must upload your documentation as part of the application process, email it to or hand deliver it to the oral board interview. The DD 214 must be a copy that indicates characterization of service as Honorable.  

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please contact Roxie Escarcega at (520) 837-2138 at least 48 hours prior to the evaluation.


You are encouraged to print this bulletin because it contains important dates and information that will not be available online once this position closes.

Additionally, communication during this process will be sent via email to the email address on file, so please ensure your browser accepts emails from and check your email account regularly; this may include your junk box/spam filter.  Failure to respond or follow instructions may result in disqualification.

Pre-employment Medical Testing Requirements


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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.