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UMS Business Systems Supervisor #2402-290150-01

Date Opened
Tuesday, June 04, 2024 9:00 AM
Close Date
Sunday, June 16, 2024 11:59 PM
Charlotte Water
  • $107,774.00 - $119,748.00/year - Commensurate with experience
Employment Type
  • Full Time


Charlotte’s local government, with more than 7,000 employees and a $2.39 billion budget, works hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play.

Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300,000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte, Mecklenburg County and the towns of Huntersville, Cornelius, Davidson, Mint Hill, Matthews and Pineville. Charlotte Water’s FY 23 budget is $535M and a five-year capital program of $2.5 billion.  We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council.  We value competent, skilled candidates with a customer service focus to work in a team environment.


The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.


The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte Innovation & Technology department (I&T) provides executive-level leadership, delivers technology services to city departments and partner agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery. Charlotte Water Technology is a division of the I&T Department and directly supports Charlotte Water.

As a member of Charlotte Water Technology Utility Management Systems (UMS) program team, the Business Systems Supervisor leads a team of business analysts to accomplish program goals to the satisfaction of all stakeholders. They are responsible for supervising the gathering, analyzing, and defining of end user business requirements and/or administration, maintenance, and support of departmental systems, allocating resources to meet identified needs, and approving schedules. The core applications currently supported are the ABB Service Suite mobile workforce management system, Hansen Banner customer information system, and the billing self-service portal, Itron Field Collection System for water, sewer, and storm water utility services. Additional responsibilities include contributing to project governance and formally supervising the work of others, and other tasks as assigned by the UMS Team Manager.

Major Duties and Responsibilities

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

Supervises the work of assigned personnel, including assigning and reviewing work, providing guidance, and conducting performance evaluations.
Manages the creation and execution of test plans to ensure high quality work.
Conducts application testing in a highly collaborative environment. Documents test results and communicates results to vendor and technical resources for corrections. Schedules implementation of tested enhancements and defect corrections.
Provides user training, mentoring, and technical application support of enterprise applications at various locations. Trains, schedules and supervises team members in execution of field support activities.
Manages projects by generating project plans, determining project goals and strategies, monitoring and obtaining status updates, coordinating resources, tracking expenditures, and managing vendor relations.
Handles implementations by collaborating with the technology team and customers, cooperating with training personnel, and assisting technical writers in document organization. 
Enforces policies and procedures related to technology systems and evaluates and recommends technology solutions.
Performs business analysis. Identifies scopes of technology solutions, researches problems, documents customer solutions, creates and submits documentation and reviews and approves proposed solutions.
Analyzes and designs systems by performing research on related technologies, coordinating design sessions, conducting meetings, assisting with design and development processes, and reviewing technologies for integration points.
Interfaces with vendors about new initiatives, contract disputes or negotiations, defects, or other issues.
Conducts usage and system problem analysis and resolution at local and remote locations. Documents and coordinates implementation of the problem resolution with internal and external technical resources.
Builds and maintains a detailed understanding of billing, field service, self-service, and meter reading technologies, processes, system functionality, and related requirements. 
Builds and maintains a detailed understanding of field service and back-office business 
Identifies user information requirements and develops ad-hoc SQL queries for analysis and translates into custom report specifications.
Responds to and prioritizes customer requests related to software applications ranging from permissions to technical problems.
Tracks hardware and software life cycles and oversees hardware and software purchases, implementation, and maintenance.
Performs related work as required.

Work requires supervising and monitoring performance for a regular group of employees (2 or more full-time employees). This includes conducting performance evaluations, setting work objectives, determining work effectiveness and realigning work as needed, and key involvement in hiring/disciplinary actions.

This area describes the personal interaction with others outside direct reporting relationships as well as the impact the job has on the City of Charlotte, the department or unit objectives, the output of services, or employee or public satisfaction.

Interactions may result in decisions regarding implementation of policies. Contact may involve advocating for certain policies and practices, negotiating sensitive issues, and delivering important presentations. The impact the job has on the City of Charlotte is significant in terms of time, money, or public/employee relations.

This section describes the accountability and participation if any, as it relates to the fiscal accountability within department or assigned area(s) of responsibility.

Position has limited fiscal responsibility. May assist in the collection of data in support of recommendations for departmental budget allocations. May monitor project level budget and expenditures.
Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities.

Knowledge, Skills & Abilities


Knowledge of:
Principles and practices of business analysis and business process improvement
Enterprise-class software architecture
System life cycle management
Principles and practices of employee supervision
Principles of robust software testing approaches
Project management life cycle
Skill in:
Interpersonal skills necessary to develop and maintain effective and appropriate working relationships across multiple organizations
Small team leadership in pursuit of organizational goals
System life cycle and project management
Use of Structured Query Language for analysis and problem resolution
Customer service
Organization and time management
Ability to:
Administer and troubleshoot enterprise-class software suites
Meet schedules and deadlines of the work
Understand and carry out oral and written directions
Communicate effectively, both orally and in writing with business and technical resources
Manage change and ensure compliance in a multidisciplined technical environment
Clarify goals and objectives in coordination with other team supervisors 
Review technical documents and templates and suggest revisions
Plan for review of policies, procedures, and processes

Preferred Qualification

Experience in supervision of system support for a field work management system
Experience with water or wastewater utility customer service
Experience in supervising system support for a customer information system (CIS) 

Minimum Qualifications

Bachelor’s degree from an accredited college or university in Information Technology, Computer Science, or a related field

Five (5) to seven (7) years of experience in business analysis, requirements definition and information technology support


$107,774.00 - $119,748.00 Commensurate with Experience

Conditions of Employment

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

How To Apply

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to


The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

In Conclusion

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