CEP Product Lead (Analyst III) – Limited Duration

City of Portland, Oregon
May 17, 2023
Portland, OR
Job Type


The Position

The Portland Water Bureau is seeking a Customer Engagement Portal (CEP) Product Lead to join the Advanced Metering Infrastructure (AMI) Project team in the Customer Service Department .

About the Division

The Water Bureau delivers great tasting and safe water to Portland homes, communities, and businesses. The bureau's Customer Service Department is a dedicated and diverse team that is on the frontlines, communicating and collaborating with City utility customers as we provide meter reading, billing, and collections for the City 's water, sewer and stormwater functions. We connect with our customers in person, on the phone, and online, to help them start, stop, and move their utility service s , resolve leaks, pay bills, and access financial assistance.

About the Position

The Water Bureau, in partnership with the Bureau of Environmental Services, has recently started a multi-year capital project to replace the City's meter reading infrastructure and online customer service technology. Under the direction of the Technology Capital Project Manager, t his position will be the project team lead for design and implementation of a new online and mobile customer engagement portal (CEP). The role involves research, analysis, stakeholder /end user engageme nt , and consultant/vendor oversight to define requirements , procure software, and configure and launch the new system .

As the C ustomer Engagement Portal Product Lead you will :

  • Consult with internal and external stakeholders and end users to define their needs and preferences for CEP functions and user experience
  • Oversee the work of consultants responsible for translating requirements into technical specifications
  • Us e data, research, market analysis, and consultation with similar organizations to define design and implementation problems and identify alternative approaches
  • Creat e meaningful opportunities to advance City and utility bureau equity objectives during CEP design, procurement, and implementation
  • Participat e in the process to select a software vendor and support the vendor's configuration and launch of the new CEP
  • Defin e how performance of the new CEP should be measured, and then measur e and report on performance outcomes
  • Design and facili tate virtual and in person meetings and workshops
  • Prepar e presentations and reports , present recommendations for decision
  • Mak e recommendations to improve the efficiency or effectiveness of existing systems and processes

As a person, you are:

  • A creative problem-solver: You can clearly define a problem or issue, identify alternative ways forward, and present recommendations for decision by others
  • A skilled communicator: You have very strong verbal, written, and visual communication skills and experience using them to communicate complex technical concepts clearly and simply to a variety of audiences
  • Equity focused: You have experience placing an equity lens on processes and projects that you oversee or participate in by building effective two-way dialogue with underrepresented communities
  • Analytical: You are a champion of data-driven decision making and you can collect and analyze data to reach defensible and accurate conclusions
  • C ollaborative: You are equally comfortable working as part of someone else's team and leading your own. You are flexible in how you collaborate, and you build relationships to get things done . You are keen to regularly work in person with the rest of the project team to generate ideas and solve problems
  • Detail -oriented : You focus on getting things precisely right so others can rely on your work
  • Resilient: You can remain flexible, agile and calm in a dynamic environment with emerging issues and changing priorities
  • Accountable: With minimal supervision y ou deliver on your commitments and contribute high quality inputs to the initiatives you support

About the Water Bureau
The Portland Water Bureau's 600 employees work together to serve almost a million people in the Portland area. The bureau values a diverse workforce and seeks ways to promote equity and inclusion within the organization and with the public. The City of Portland Water Bureau's mission is to serve excellent water every minute of every day to almost 1 million customers in the Portland Metropolitan area. Black, Indigenous, People of Color, and people with disabilities, are encouraged to apply for this position.

Our mission: We serve excellent water every minute of every day.

Our vision: The water our community loves is safe and abundant for generations to come.

Our equity commitment: We work to uproot systemic inequities and their impacts on our employees and the people we serve. We commit to the difficult-and essential-work of transforming Water Bureau policies, practices, and culture to better serve historically and currently oppressed communities.

More Information about the bureau: www.portlandoregon.gov/water

City of Portland Core Values:
Anti-racism | Communication | Collaboration | Equity | Transparency | Fiscal Responsibility
These values guide our actions as we serve the community and engage our workforce. To learn more about the City's core values, please click here.
Why work at the City of Portland?
The City of Portland workforce serves a population of over 650,000. We are culture- and solutions-driven, viewing every challenge as an opportunity to learn, improve, and share our expertise. We are committed to removing systemic barriers to resources, access, and opportunity. The City is a believer in ALL people and continues to actively recruit and retain diverse top talent every day. We offer a comprehensive benefits package, including but not limited to medical, dental, vision, healthcare flexible and/or dependent care spending accounts, Carrot Fertility, basic life, short- and long-term disability coverage to eligible employees and their families. If you are open-minded, motivated, community-focused, and self-aware, please apply yourself at the City of Portland today.

The City of Portland also participates in the Oregon Public Employees Retirement System (PERS). For more information on the City of Portland's benefits please click here.

Work Location
Beginning in May 2023, most hybrid employees will be expected to perform at least half of their work in person. City Council approved a human resources administrative rule in January 2023, HRAR - 4.045, requiring employees, including those who are fully remote and hybrid, to perform work within Oregon or Washington. Employees have until May 4, 2023, to be in compliance with the new rule. For more information, click here.

The Portland Water Bureau is offering an optional Information Session for this position. Please see the "Additional Information" section below for more details on how to join.

To Qualify

Applicants must provide details in their supplemental question responses and resume that demonstrate how their education, training and/or experience, meets each of the following minimum qualifications: 1. Experience collect ing and analy zing data, present ing conclusions, and us ing data to define problems, develop options or make decisions

2.Experience establishing and maintaining working relationships with internal and external stakeholders, including diverse, underrepresented communities, staff in your organization/company and in other agencies, and end users of a product or service

3.Experience using stakeholder inputs to develop policies, procedures, or products , and reconciling competing stakeholder interests

The Recruitment Process

An evaluation of each applicant's training and experience, as demonstrated in their résumé and answers to the supplemental questions, weighted 100%. Do not attach materials not requested . Only candidates who meet the minimum qualifications will be placed on the equally ranked eligible list. You have 14 days from the notice of the examination results to let us know if you disagree with your results. Please read the City of Portland Administrative Rule 3.01 for complete information. Additional evaluation may be required prior to establishment of the eligible list and/or final selection.

** PLEASE NOTE : The eligible list generated from this recruitment may be used to fill future vacancies**

Recruitment Timeline:

  • Job Posting Closes: 5/15/2023
  • Applications Reviewed: week of 6/05/2023
  • Eligible List Created: week of 6/12/2023
  • First Round Interview: TBD
  • Job Offer: TBD

**Timeline is approximate and subject to change without notice**
Applicant Instructions
Applicants must submit a professional resume and responses to the supplemental questions online, specifically focused on your qualifications for this position as identified in the "To Qualify" section of this announcement in accordance with the following Application Instructions:Your résumé and responses to the supplemental questions will be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.Your responses to the supplemental questions should include details describing your education, training and/or experience, and where obtained which clearly reflects your qualifications for each of the numbered items in the "To Qualify" section of this announcement.Your resume should support the details described in your responses to the supplemental questions.If you are requesting Veteran's Preference, as identified below, please describe in your responses to the supplemental questions and resume any transferrable skills obtained during your military service and how they relate to each of the required minimum qualifications under the "To Qualify" section above.
All completed applications for this p osit ion must be submitted no later than the closing date and time of this recruitment. E-mailed and/or faxed applications will not be accepted .

Additional Information

Work Status: Non-citizen applicants must be authorized to work in the United States at the time of application.

Veterans' Preference: If you are requesting Veterans' Preference, attach a copy of your DD214/DD215 and/or Veterans Administration letter stating your disability to your profile, as well as checking the box identifying yourself as a Veteran. You must request Veterans' Preference AND include a copy of your documentation for each recruitment to which you apply. Veterans' Preference documentation must be submitted no later than 11:59 PM on the closing date of this recruitment.

ADA, Pregnancy, and Religious Accommodations: If you identify as a person with a disability, are pregnant or nursing, or observe a religious practice(s), and would like to request a reasonable accommodation when applying for this job, please contact the Recruiter below for assistance.

Equal Employment Opportunity: It is the policy of the City of Portland that no person shall be discriminated against based on race, religion, color, sex, marital status, family status, national origin, age, mental or physical disability, protected veteran status, sexual orientation, gender identity or source of income. The City values diversity and encourages everyone who is interested in employment with the City to apply.

Language Pay Differential
City of Portland employees who speak one or more languages in addition to English may be eligible to receive a "language pay differential." This is compensation for qualifying multilingual City employees who use their language skills to assist the community. More about the language pay differential can be found here.

Did you know? The City of Portland offers How to Apply Classes and How to Apply Videos. The class and the videos are free and review best practices for applying to the City. If you have questions after watching the videos you are invited to contact the recruiter listed on the announcement or starting in April 2023 you are invited to attend the Question and Answers session. If you prefer to attend a virtual in-person class, they are also available once a month. Follow the link for the most recent list of scheduled dates for the Question and Answer session and the How to Apply Class: https://www.portland.gov/bhr/events .

Terrol Johnson
Senior Recruiter/Recruiter, Bureau of Human Resources

An Equal Opportunity/Affirmative Action Employer

To assist you in understanding this position, a 45-minute online information session on the CEP Product Lead (Analyst III) position will be offered at 5 p.m. on Tuesday, May 30th , using Zoom. The Portland Water Bureau Hiring Manager and a representative from the Portland Bureau of Human Resources will share information about the position and the hiring process. Time will be reserved for a question and answer period. Prospective candidates may participate by phone or computer, but are not required to use video or their full names to allow for anonymity. You are not required to attend to apply for this job.

If you need an interpreter or other accommodations to fully participate in this meeting, please contact the recruiter listed above.

How to join:
Join Zoom Meeting: https://us02web.zoom.us/j/89754636242?pwd=QkhXUzFndjh6RytWR0MrUkZuclN5Zz09Closing Date/Time: 6/5/2023 11:59 PM Pacific

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