What are the responsibilities and job description for the Process Improvement Specialist position at Harris County?
Position Description
About Harris County and Universal Services:
Harris County Universal Services (Universal Services) is transforming the way the County does business and seeking a Process Improvement Specialist to join our team.
Universal Services is the enterprise IT solutions center for the departments and offices of Harris County, providing Information Technology, Public Safety and Justice Technologies, 311 Constituent Engagement Services, Fleet Services, and Records and Information Governance Services.
Harris County is the third largest and most diverse county in the nation, with a population of more than 4.7 million. Harris County Commissioners Court, the County’s governing body, directs a budget of more than $4 billion providing essential services including flood control, infrastructure, healthcare, housing, and justice administration.
This is a great time to join Universal Services as we enhance critical services to Harris County residents and internal customers.
Position Overview:
The Process Improvement Specialist will join our Performance Improvement Team in our 311 Customer Experience section. The successful candidate will assist in on boarding newly hired 311 Agents and provide support with documentation and the 311 Agent directory in the ServiceNow platform.
Job Responsibilities:
- Create and update existing training materials
- Monitor ServiceNow directory for updates and additions
- Participate in calibration calls
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Requirements
Education:
- High School diploma or equivalent
Experience:
- Minimum of 2 years of contact center experience or related customer service role
- 1 years’ experience with ServiceNow CRM platform
- 1 years’ experience with Microsoft Office
Knowledge, Skills, & Abilities:
- Excellent English grammar
- Bilingual in English and Spanish (Read/Write/Speak)
- Must possess excellent interpersonal and written/oral communication skills.
- The ability to interact with staff at all levels.
- Highly collaborative, analytical, and customer experience focused; fluency in contact center verbiage and the KPIs required to provide exceptional service.
- Must possess proficient technical skills using various programs and applications such as, Microsoft Office, CRM platform and ticketing systems.
- Must have the ability to multitask, set priorities and manage time effectively; maintain a professional attitude in challenging situations and meet individual/team qualitative and quantitative metrics.
Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained or stored either manually or electronically (i.e. custodian, maintenance).
Automatic Disqualification:
- Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor
- Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years
- Open arrest for any criminal offense (Felony or Misdemeanor)
- Family Violence conviction
NOTE: Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Preferences
Experience:
- 5 years' experience with ServiceNow CSM platform
Knowledge, Skills, & Abilities:
- Technical Writing
General Information
Location:
- 1111 Fannin St., Houston, TX 77002
Work Arrangement:
- Hybrid (combination of onsite and WFH)
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
BENEFITS
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Wellness Plan
- Life Insurance
- Long-term disability
- Employee Assistance Program
- Ten (10) days of vacation each year for the first five (5) years of service
- Accrual rates increase based on years of service
- Eleven (11) County-observed holidays and one (1) floating holiday
- Professional development opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
The following benefits are also available to regular (full-time) employment and may be available to part-time employees:
- Retirement Pension (TCDRS)
- Flexible schedule (varies by department)
- Transportation Assistance (Metro RideSponsor Program)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
https://benefitsathctx.com/
