Business Analyst II ~ SAP Customer Care and Service (CCS)

City of Tacoma, WA
May 14, 2023
Tacoma, WA
Job Type


Position Description
The City of Tacoma's Information Technology Department is currently recruiting for a highly motivated, energetic, qualified candidate interested in innovation and application mobility to join its Business Enterprise Solutions Team (BEST). The team is responsible for the configuration and maintenance of the City's SAP ISU Customer Care and Services (CCS) module. The employee in this position serves as a subject matter expert for SAP CCS. This work requires independent analysis of moderate and complex situations.

The Business Analyst II position is the second level of the Business Analyst series and serves as a functional bridge between IT and the business unit. The responsibilities of this journey level classification are to provide functional analytical support to end users on automated systems, conduct workflow and interface analyses, configure SAP, design and develop customized reports and queries, and testing and implementing processes for upgrades and conversions.

The Business Analyst II serves as a journey level functional analyst. Independently conducts studies and analyses of current and proposed computer applications and programs related to department or program goals, organizational structure and resource utilization, productivity and efficiency to support business needs with the City's SAP system.

The candidate must have knowledge of the SAP CCS processes. Creation of new accounts, closing accounts, creating payment plans, move-in and move-outs, billing and invoicing, meters and meter readings, and dunning are examples of the processes.

  • Ability to break down a business need to determine whether a business process change and/or technical solution is needed to fulfill the business requirement.
  • Independently determine the technological solution to a business need; develop the method, design, and analysis for its execution; and coordinate the planning and implementation of the project.
  • Assess and document business needs, business processes, and support systems.
  • Identify and write requirements for computer applications to address business needs and construct business processes and workflows.
  • Communicate effectively with stakeholders on system processes, applications and modifications.
  • Execute functional changes and coordinate system integration testing.
  • Conduct user acceptance testing and parallel testing with end users; verify data integrity; and documenting testing results.

The City of Tacoma offers a generous program of employee benefits:

  • Outstanding working conditions and an exceptional quality-of-life environment.
  • Affordable benefits.
  • Medical coverage for eligible employees, spouses/domestic partners and dependents, including children up to age 26.
  • Vision care with VSP for employees and eligible dependents enrolled in the Regence PPO medical plan with vision benefits.
  • Dental coverage for eligible employees and their elected dependents, including dependent children up to the age of 26.
  • Deferred compensation allowing tax-deferred savings as authorized under Section 457 of the IRS Code.
  • Personal time off.
  • 13 Paid holidays.
  • A lifetime benefit pension plan.

City of Tacoma's Commitment to Diversity and Inclusion
At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.


Bachelor's degree required in information technology, business or public administration or a related field and two years functional experience within SAP IS-Utilities, Customer Care & Services.

- OR - four years' experience working specifically within SAP IS-Utilities, Customer Care & Services (Device Management, Billing & Invoicing, FICA and/or Customer Services).

Bachelor's degree can also be substituted with four years of consultative experience in information technology analysis, system maintenance, or troubleshooting/problem resolution.

Depending upon assignment a WA driver's license may be required.

  • Individuals may have to pass a background check depending upon assignment.
  • Additional licenses or certifications may be required based upon assignment.
  • Some positions may require incumbents to successful pass a Criminal Justice Information Services (CJIS) background check

**Studies have shown that women and people of color are less likely to apply for jobs unless they meet all the qualifications listed. We are most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it.
Knowledge & Skills

This classification includes and builds upon those competencies in the lower classifications of this series

Tech Savvy - Demonstrates ability to anticipate and adopt innovations in digital and technology applications.

Balance Stakeholders - Anticipate and balance the needs of multiple stakeholders. Effectively organize multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on time.

Ensure Accountability - Can be relied upon to achieve excellent results with little need for oversight.

Selection Process & Supplemental Information
To be considered for this opportunity:
Interested individuals must apply online and attach a detailed resume and cover letter detailing your roles and responsibilities as it relates to the position.

Candidates who are eligible for Veteran's Preference scoring criteria must attach a copy of their DD-214 member copy 4, (proof of military discharge form) at time of application, to be eligible for review for Veteran's Preference points, with redacted birth date and social security numbers.

Candidates who meet the minimum qualifications will have their responses to the supplemental questions evaluated by a panel of subject matter experts. These questions will be scored on the basis of information provided; therefore, it is the responsibility of the applicant to carefully list all pertinent experience and training related to this position. The evaluation committee will not have access to the candidate's application. Providing false information will result in disqualification. Candidates must pass this evaluation in order to be placed on the eligible list for interview and hiring consideration.

This position is covered by a Labor Agreement between the City of Tacoma and Local 120. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification. Appointment is subject to passing a background check.

The work schedule for this position will be assigned by the hiring manager at time of appointment. Occasional 2nd shift and travel to other sites is required. Current work schedules include (but are not limited to) Monday - Friday.

About Tacoma:
The City of Tacoma is nestled along the shore of Commencement Bay in Washington State and offers many community parks, miles of beautiful waterfront, hiking and biking trails, golf courses, museums, and a world-class zoo and aquarium. Tacoma also serves as a getaway to some of the most magnificent natural wonders in the world, such as Puget Sound, Mount Rainier National Park and Olympic Peninsula.
Working for the government is a rewarding opportunity to work with people who are passionate about making a real, tangible difference. You'll be surrounded by innovative leaders working on a variety of issues during this formative time in Tacoma's development. By working with us, you can play a part in shaping the future of the city.
For more information about the Tacoma area, visit

Communication from the City of Tacoma:
We primarily communicate via email during the application process. Emails from and/or must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.

The online application system requires you to enter a substantial amount of information. Be prepared to spend at least an hour entering information. In order for your application materials to be considered, all information must be submitted by the closing date and time listed on this job announcement.

For assistance with the NEOGOV application process, or questions regarding this job announcement, call the Human Resources office at (253) 591.5400 before 4:00 pm of the closing date of the job announcement.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Public Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 5/30/2023 5:00 PM Pacific

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