Business Analyst III - CCS Device Management

Position Description

The City of Tacoma is seeking an experienced Customer Care & Service (CCS) Device Management Business Analyst III to join our Business Enterprise Solutions Team (BEST) in the Information Technology Department. In this key role, you’ll serve as the primary subject matter expert for SAP Device Management (DM)/Advanced Metering Infrastructure (AMI)-a core component of the City’s enterprise SAP system (ECC 6.07 on HANA).

You’ll lead system improvements, manage moderate to complex projects, and collaborate with both internal teams and external vendors to deliver innovative solutions that support City departments and Tacoma Public Utilities (TPU). This position offers the best of both worlds: impactful enterprise-level work and the work-life balance of a single time zone, affordable benefits, and a robust retirement plan.

If you’re ready to bring your SAP expertise to a mission-driven organization that values innovation, service, and community, we encourage you to apply!

Key Responsibilities

• Serve as the primary functional lead SAP Device Management (DM)/AMI, providing expert-level configuration, support, and guidance across departments.
• Analyze business needs and translate them into functional and technical system requirements; design and implement scalable enterprise solutions using SAP.
• Configure, maintain, and optimize SAP modules, including workflows, record types, and system settings.
• Collaborate with developers, vendors, and business stakeholders to enhance system functionality and deliver integrated solutions through APIs and custom applications.
• Design, build, and maintain reports and data queries using tools such as Crystal Reports, Power BI, and SSRS to support business decision-making.
• Lead system testing efforts, including user acceptance, integration, and regression testing; monitor and troubleshoot system performance.
• Develop and maintain technical documentation and specifications in accordance with quality assurance standards.
• Support end-user training and serve as a mentor to other analysts, promoting knowledge sharing and continuous improvement.

Qualifications

Education and Experience
Bachelor's degree required in information technology, business or public administration or a related field and four years functional experience within the desired technological platform and specialty

OR

Six (6) years experience working specifically with the software platform for the position (SAP module).

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

• Depending on assignment, a valid WA State Driver’s License may be required.
• Criminal background check may be required depending on assignment.
• Positions supporting public safety systems may require successful completion of a CJIS (Criminal Justice Information Services) background check.

Knowledge & Skills

• Deep knowledge of SAP Device Management/AMI, including configuration via SAP’s IMG and process optimization.
• Proficient in functional and technical requirement gathering, process analysis, and systems documentation.
• Strong understanding of the software development lifecycle and system testing principles.
• Excellent interpersonal, written, and verbal communication skills to engage with technical and non-technical audiences.
• Ability to identify root causes, recommend solutions, and implement enhancements that deliver measurable value.

Selection Process & Supplemental Information

This recruitment is being managed by Kim Susee, if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !

The Department

The Information Technology Department supports the City’s technology infrastructure, cybersecurity, application development, and innovation efforts across all City departments. The Business Enterprise Solutions Team (BEST) focuses on maximizing the value of the City’s enterprise SAP platform through strategic enhancements and customer-centric service.

City of Tacoma’s Commitment to Diversity, Equity, 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.

The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

The Community

Tacoma is centrally located just 32 miles south of the city of Seattle and 31 miles north of the state capital, Olympia. The City of Tacoma is also home to the Port of Tacoma, which is among the largest container ports in the United States. Like most cities in the northwest, Tacoma is surrounded by beautiful nature, offering residents many opportunities for outdoor adventures.

Largely suburban in nature with a small, but dense, urban core, Tacoma is home to numerous institutes of higher learning that attract students from across the country. The University of Washington Tacoma, Pacific Lutheran University, University of Puget Sound, a satellite campus of the Evergreen State College, three community/technical colleges, and several trade and business schools are within Tacoma's geographic area. Downtown's Cultural District is the site of the Washington State History Museum, Museum of Glass, the Tacoma Art Museum, and America's Car Museum.

With its affordable housing and distinctive neighborhoods and business districts, the city has been recognized numerous times as a best city to live in the nation. To see a few of the great things Tacoma has to offer, view this YouTube Video!

View this exciting video to learn more about the City of Tacoma: https://www.youtube.com/watch?v=2n5MWl8KFvI

Application Process

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process.

Get Assistance

For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the Neogov system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma

We primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should 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 City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma 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 age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 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 www.cityoftacoma.org 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: 7/16/2025 5:00 PM Pacific

• 

• City of Tacoma

• 253-591-5400

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