Information Technology Supervisor

American States Water Company
San Dimas, CA
$100,191 - $170,537 / Year 
Junior, Senior level

Job Description

Golden State Water Company is one of the largest investor-owned water utilities in the United States.  We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California.  Golden State Water has been in business for more than 90 years because we put customers first.

POSITION DEFINITION: The Information Technology Supervisor reports to the Corporate Information Technology Architecture Manager. The individual in this position has the responsibility for providing 24x7 support while ensuring the stability, integrity, and efficient operation of the Customer Information System (CIS) environment; Oracle Utilities Customer Care Billing (CCB). This position requires a hands-on Supervisor who leads by example, has outstanding leadership capabilities, with the ability to lead, train, develop, and motivate a team. The Supervisor serves as a liaison between the Customer Care and Billing Technical (CCBTech) team and Customer Service Center management, Operations Management, Accounting Management, and other groups within the Information Technology department as necessary to facilitate the resolution of support issues, successful rollout of new initiatives, programs, systems, and automation enhancements. The incumbent is also responsible for implementing internal controls (SOX) and procedures to ensure consistency and standardization for customer information systems.

Supervision: The incumbent supervises a team of Systems and Applications Support analysts. Key to the function is the ability of the Supervisor to provide effective leadership, including the responsibility for planning/prioritizing day-to-day work, managing the group’s ticket queue, routinely evaluating employee performance, providing feedback and coaching, preparing evaluations and recommending areas for personal development and or discipline as required.


This Supervisor must successfully coordinate the workflow and function of their team to meet overall department goals and business needs. This oversight includes, disseminating timely information to Systems and Applications Support analysts on business requirements and objectives; providing staff with ongoing coaching, skills training; and facilitating education and calibration sessions. The incumbent works in an environment of routinely sensitive and confidential issues; therefore, the person in this position must have the ability to withhold confidential information regarding internal employees and external customers.  This person must be able to work independently, exercise initiative and sound judgment in the performance of the core job responsibilities of this position.

Technical/Functional Skills:

As a Supervisor over the CCBTech team, the individual must possess strong written and verbal skills to address internal customers via phone and e-mail. The individual must be organized, analytical, a capable problem-solver with the ability to manage multiple projects simultaneously and work either independently or as a member of a team. The Supervisor must also have a firm grasp of the relative software used for customer service, billing, report writing, and financial recordkeeping.

  • Technical Skills:

o    CCB coding and development utilizing Oracle CCB Software Development Kit

o    Oracle Utilities Framework

o    Reporting Tools such as Microsoft PowerBI

o    MWM

o    Working knowledge of Java

o    Python

o    SQL

o    PL/SQL

o    Microfocus COBOL

o    Working knowledge of Linux OS

o    Shell scripting

o    OpenText (formerly HP Exstream)

o    Automic Applications Manager

o    Toad / SQL Developer

o    Weblogic


  • Functional Skills:
    • Exceptional written, verbal communication, interpersonal and organizational skills, to address customers with email, letters and phone calls at all levels within the organization
    • Experience taking customer business requirements and developing appropriate technical solutions to meet their needs
    • Exceptional data analysis, correlation, process control and process improvement skills
    • Thorough understanding and command of the principles of coaching and feedback, with the ability to provide effective advice across a wide variety of roles, performance situations and employee personalities and learning styles
    • Excellent interpersonal skills with the ability to effectively motivate and inspire to higher levels of performance
    • Experience in developing and deploying best practices in the Information Technology function
    • The ability to quickly isolate root causes through analysis and problem solving skills
    • Skilled in facilitating continuous process improvement work teams
    • Ability to adapt to shifting priorities, demands, and tight timelines


Essential Duties and Responsibilities

This Supervisor is responsible for supporting department activities to ensure that productivity, quality and accuracy goals are met so that: Customer needs are met; Employees have the tools and information necessary to be successful in their jobs; and Business stakeholders’ needs are exceeded.

  • Coordinates the development of applications to meet business process requirements, employ accepted change management/pilot testing procedures and retrofits application modifications if needed
  • Responsible for the projects complete lifecycle from project initiation through implementation
  • Provides user support; oversees and manages customer support issues, ensuring that ‘trouble tickets’ are resolved to customer satisfaction
  • Ensures compliance of all company policies
  • Plans/prioritizes day-to-day work along with longer term project activities
  • Manages the groups ticket queue
  • Sets and communicates goals and provides constructive feedback to create a high performance culture
  • Routinely evaluates employee performance, providing feedback and coaching, preparing evaluations and recommending areas for personal development and or discipline as required
  • Participates in recruiting, selecting and orientation new employees to the team
  • Performs others duties as assigned


Minimum Qualifications

  • Bachelor’s degree in business management or related field or equivalent work experience preferred
  • Ten (10) years’ experience in Information Technology, preferably with utility customer billing and related solutions
  • Experience with participating in at least one new implementation and one upgrade of an Oracle Customer Care and Billing (CCB) system
  • Solid knowledge of Oracle Utilities products
  • Prior project management or Supervisory skills required
  • Excellent interpersonal, written and verbal communication skills


Knowledge, Skills, and Abilities

Working knowledge of the principles, practices and procedures of basic accounting or bookkeeping; knowledge of modern office practices and equipment, including personal computers; knowledge and the ability to tabulate statistical data, compile and prepare reports and summaries.

  • Ability to perform mathematical computations accurately and quickly; communicate effectively verbally and in writing; and, to work under pressure with frequent interruptions and conflicting priorities
  •  Ability to effectively communicate management decisions to achieve understanding and acceptance of changes and direction
  • Demonstrates solid judgment in selecting the proper mode of communication (verbal and/or written) and follows through in a timely manner to ensure understanding
  • Strong understanding and working knowledge of CIS processes particularly of CCB
  • Ability to work with dispersed and diverse user communities to distill essential needs and prioritize requests
  • Strong problem solving and excellent communication skills (both written and verbal).
  • Demonstrated ability to manage multiple tasks
  • Strong computer and word processing skills
  • Must be detail-oriented and a team player, be able to independently diagnose complex problems, present solution options and recommended courses of action to internal customers and management, and possess strong problem solving, interpersonal, and communication skills
  • The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills or competencies associated with this job
  • May include but not limited to travel to other Company facilities, standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time
  • May be required to work after-hours, weekends, and holidays in order to provide system support



Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow.  Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents.  We also offer paid vacation and sick time and twelve Company paid holidays per year.  To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan.  Additional benefits include life, ADD, and LTD insurance as well as health savings account and flexible spending plans.



The compensation range provided is in compliance with state specific laws.    Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.


The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.


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25 days ago
Last updated 20 days ago

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