Description

Position Description

Seattle City Light, a department of the City of Seattle, is one of the nation's largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

The Senior Management Systems Analyst (Sr. MSA) will play a central role in shaping how Seattle City Light uses technology to enable and strengthen critical financial assistance and support programs for customers. This position applies human-centered design principles to blend technology, policy, and customer experience in order to build both customer-facing and back-office systems that support customer service, eligibility determination, application intake, document submission, case tracking, and ongoing program management.

The Sr. MSA will work closely with program staff, IT teams, customers, and community partners to understand current challenges, trace requirements to system capabilities, and implement solutions that make assistance easier to access and administer. This role ensures that solutions are intuitive, equitable, and compliant while improving operational efficiency and reducing friction for customers and staff. Through research, iterative design, and validation with real users, the Sr. MSA helps specify and implement modernized tools that support the delivery of reliable, accessible, and people-centered services.

This position will report to the Customer Technology Solutions, Senior Manager.

Job Responsibilities

Here is more about what you'll be doing:

• Review and take ownership of requirements previously gathered to understand business needs, policy requirements, staff pain points, customer barriers, and system gaps.
• Map current processes for managing customer service and benefits programs including eligibility determination, application intake, documentation review, and case tracking.

• Apply human-centered design methods to ensure solutions reflect real customer and staff needs.
• T ranslate business and customer requirements into clear technical specifications for IT teams.
• Collaborate with leadership, IT, customer service, and community partners at appropriate times throughout the project lifecycle.
• Support system configuration activities, including workflow design, user interface recommendations, and data integration needs.
• Create and refine user stories, acceptance criteria, and system use cases.
• Design and facilitate User Acceptance testing to ensure functionality, accuracy, and usability.
• Identify opportunities to streamline processes, reduce manual work, and improve the customer experience.
• Document new processes, features, and system behavior for staff training and operational readiness.
• Help manage project scope, dependencies, risks, and timelines related to system changes.
• Ensure that all system updates align with regulatory requirements, accessibility standards, and equity goals.
• Build and deliver a plan for knowledge transfer to Customer Technology Operations staff.

Qualifications

Required Qualifications:

In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:
Requires three years of experience in systems, operations, procedures, research or analysis and a Bachelor's degree in business or public administration, finance, computer science or a related field (or a combination of education, training or experience that provides an equivalent background required to perform the work of the class).

Desired Qualifications - You will be successful if you have the following experience, skills, and abilities:

• Experience designing and delivering solutions for a public-facing benefits program.
• Ability to deeply learn business operations in service of supporting improvements through technology tools.
• Strong analytical and problem-solving skills, with attention to detail and organizational skills.
• Familiarity with human-centered design methods, user research, or usability assessment.
• Ability to communicate clearly with both technical and non-technical audiences.
• Ability to gather, document, and translate business requirements into technical specifications.
• Familiarity with customer-facing platforms such as online portals, CRM systems, case management tools, or billing systems.
• Knowledge of testing practices, tools, and documentation.

• Experience working in the utility sector, public sector, or in programs serving income-qualified or vulnerable populations.
• Experience working on projects with regulatory, compliance, or equity considerations.
• Experience working on projects with multiple sponsors, stakeholder groups, and multifaceted governance structures
• Project management fundamentals in practice
• Software development lifecycle principles

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice .

Emergency Response Commitment:

Seattle City Light is committed to reliable service during emergencies. Through our Emergency Response Program, each employee is assigned a role—usually aligned with their regular duties—to support emergency operations. Your participation is vital to helping the utility stay prepared and serve our community when it matters most.

Additional Information

The full salary range for this position is $56.23to $ 65.54 per hour.

Application Process

Please submit the following with your online application:

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.

Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle's Fair Chance Employment Ordinance, SMC 14.17and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020.Applicants will be provided an opportunity to explain or correct background information.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/human-resources/benefits