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City of Tacoma

$55,806 – $71,531 a year

The City of Tacoma’s Customer Support Center is seeking a professional self-starter who is passionate about customer service to fill the position as a Management Analyst I. This position will provide and be responsible for collaboration, outreach, training, quality assurance, research, and evaluation, to maintain, develop and implement new processes for the Tacoma FIRST 311 Program and Customer Support Center.

The person in this position will research, document and review current trends. Assist in tracking, documenting and monitoring service level agreements and performance measures. Responsibilities include the creation and review of complex reports, and development and implementation of standardized reporting formats.

The incumbent will additionally assist the Customer Support Center Manager with outreach and collaboration, and will coordinate with other departments for continuous improvement of the Tacoma FIRST 311 services. Collaboration with the IT Systems Analyst and software vendor(s) for needed improvements and bug fixes is also required.


Benefits

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

  • Great retirement plan
  • Paid holidays
  • Personal time off
  • Outstanding working conditions and a supportive work environment
  • Medical, dental and life insurance coverage for eligible employees
  • Deferred compensation allowing tax-deferred savings as authorized under Section 457 of the IRS Code


City of Tacoma Recruitment

As a part of Tacoma’s 2025 Citywide Vision and Strategic Plan, the City has embraced the goal of the City of Tacoma workforce reflecting the community it serves. The City actively works to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

QUALIFICATIONS:

DESIRABLE QUALIFICATIONS:

  • Bachelor’s degree preferred, Associates’ degree typically required; pertinent experience accepted in lieu of degree.
  • Two years of analytical, database, spreadsheet, and/or financial experience required.
  • Highly knowledgeable in Excel including use of complex formulas and pivot tables and charts.
  • Technical curiosity and persistence in problem-solving.


LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS:

Washington State Driver’s License upon appointment with maintenance thereafter.

KNOWLEDGE & SKILLS:

COMPETENCIES:

Analysis
Use data and information in a clear and rational process to assess and understand issues, evaluate options, form accurate conclusions, and make decisions. Gather, assemble, analyze and evaluate facts to draw logical conclusions and make proper recommendations and prepare clear, concise, and comprehensive written reports which require displaying and presenting statistical, graphical, and other reporting methods to audiences of varying technical sophistication.

Research
Effectively identify, collect, organize and document data and information in ways that make the information most useful for subsequent assessment, analysis, and investigation. Compile and maintain reports, records and various other forms of pertinent information in an organized and professional manner.

Technical Knowledge
Operate personal computer and assigned operating software in support of assigned business unit’s goals.

Communications Effectiveness
Effective communication both verbal and in writing including the compilation of reports, presentations and records; and interacting respectfully and sensitively with individuals and groups to develop and maintain productive relationships and achieve results. Makes excellent customer service a high priority, responding to changing customer needs, and helping customers implement complete solutions.

Professionalism
Conduct all assignments in a professional and timely manner. Work with confidentiality and discretion. Maintain professional skills that apply to all aspects of field of assigned specialty through continued education and/or training. Remain current by reading and interpreting applicable ordinances, rules, regulations, policies and procedures.

SELECTION PROCESS & SUPPLEMENTAL INFORMATION:

Our City:
With a population over 200,000, Tacoma is the third largest city in the Puget Sound region, gracing the shores of Commencement Bay. We are a diverse, progressive, international city that serves as a gateway to the Pacific Rim and the rest of the world. Named one of the most livable areas in the country by Livability.com, Tacoma and the surrounding area is a playground for outdoor and maritime enthusiasts. Our businesses are vibrant, our parks are beautiful, our schools are exceptional and our housing is affordable.

When you work for the City of Tacoma you’ll enjoy a healthy work/life balance, the potential for flexible schedules with some job classifications, continuing education programs, leadership pathways, wellness incentives and a total rewards benefits program. We welcome you to take a look at our website and discover how the City of Tacoma can make your next career move part of our combined destiny:
http://www.cityoftacoma.org/newhires
http://www.cityoftacoma.org/
http://www.traveltacoma.com/

The City of Tacoma believes that each employee makes a significant contribution to our success. This job description is designed to outline primary duties, qualifications and job scope. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position. Responses to supplemental questions #5 through #11 will be reviewed by subject matter experts to determine the most qualified candidates. Individuals whose background and experience most closely reflects the current needs of the department may be invited to participate in an interview. Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:
We primarily communicate via email during the application process. Emails from cityoftacoma.org and/or governmentjobs.com 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, questions regarding this job announcement, or if you are experiencing complications while applying, please contact the Human Resources office at 253-591-5400 by 4:00 pm of the closing date of the job announcement. This will allow time to assist you before the job announcement closes. (For technical difficulties using the NeoGov system, call the applicant support line at 1-855-524-5627 between 6:00 AM and 5:00 PM Pacific Time.)

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