Process Improvement Specialist

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 If you need special services or accommodations, please call or email . 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: 01 Which of the following best describes your highest level of education completed as it relates to this position?

Qualifying information must be documented in the Education section of your application.

* High School or GED diploma * Associate Degree * Bachelor's Degree * Master's Degree or higher * None of the above 02 Please describe your educational background including level of education completed, area of study and completed major and minor programs.

03 Which of the following best describes your verifiable contact center experience or related customer service role experience?

(To be considered, qualifying experience must be documented in your application's employment history) * Less than two (2) years * Two (2) years but less than three (3) years * Three (3) years but less than four (4) years * Four (4) years or more * I do not have this experience 04 Please provide details about your verifiable contact center experience or in a related customer service role.

Do not use "Please see Resume" or "See Resume" (To be considered, qualifying experience must be documented in your application's employment history) Please include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilities If you do not have this experience, please type "None" in the space provided.

05 Which of the following best describes your verifiable experience with ServiceNow CSM platform?

(To be considered, qualifying experience must be documented in your application's employment history) * Less than one (1) year * One (1) year but less than three (3) years * Three (3) years but less than five (5) years * Five (5) years or more * I do not have this experience 06 Please provide details about your verifiable experience with ServiceNow CSM platform.

Do not use "Please see Resume" or "See Resume" (To be considered, qualifying experience must be documented in your application's employment history) Please include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilities If you do not have this experience, please type "None" in the space provided.

07 Which of the following best describes your verifiable experience with Microsoft Office?

(To be considered, qualifying experience must be documented in your application's employment history) * Less than one (1) year * One (1) year but less than two (2) years * Two (2) years but less than three (3) years * Three (3) years or more * I do not have this experience 08 Please provide details about your verifiable experience with Microsoft Office.

Do not use "Please see Resume" or "See Resume" (To be considered, qualifying experience must be documented in your application's employment history) Please include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilities If you do not have this experience, please type "None" in the space provided.

09 Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions: Advanced: A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data.

Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code.

Makes interactive presentations by using hyperlinks and action buttons.

Intermediate: A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports.

Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel.

Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms.

Makes interactive presentations by using hyperlinks and action buttons.

Basic: A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup.

Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions.

Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it.

Entry Level: A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel.

Format documents for printing, comfortable using the printer menu to preview documents.

Has ability to change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.

* Advanced * Intermediate * Basic * Entry Level * Not proficient 10 Are you bilingual in English and Spanish?

If yes, do you consider yourself fluent?

* Yes, I am fluent in both of these languages * No, I am fluent in only one of these languages * No, I am not fluent in either one of these languages Required Question Employer Harris County Address 1111 Fannin St Ste.

600 Houston, Texas, 77002 Phone Website