Position Summary/ Essential functions
The IT Manager for Revenue IT Water Support is responsible for managing the design, implementation, and support of the City’s water billing and customer account systems, including the BASIS2 platform and its related applications and integrations. This role oversees a team of application support specialists, developers, and analysts who maintain and evolve the technology that supports water billing, payment processing, collections, and customer service operations for the Water Revenue Bureau (WRB).
The IT Manager will ensure that systems remain stable, secure, and optimized while also driving continuous improvement and modernization efforts. They will manage relationships with vendors, coordinate with central OIT infrastructure and security teams, and partner closely with WRB leadership to align technical capabilities with business needs.
As a member of the Revenue IT leadership team, the IT Manager for Revenue IT Water Support will collaborate with peers—including the IT Manager for Revenue IT Tax Support—to ensure consistency, knowledge-sharing, and coordinated technology planning across Revenue’s enterprise systems. The IT Manager will also support the IT Director in promoting a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within the department.
Essential Functions
Management
- Builds, supports, and expands a culture that values diversity, equity, and inclusion, ensuring employees from all backgrounds can succeed and thrive.
- Trains, mentors, and coaches employees under their supervision; conducts performance appraisals and supports professional development.
- Manages a cross-functional team comprised of City IT staff, vendor resources, and WRB business partners responsible for water billing and customer account systems.
- Ensures effective communication and coordination across business and technology teams to meet project and operational goals.
Operations
- Oversees all aspects of BASIS2 system operations, including billing cycles, payment processing, account adjustments, and reporting.
- Leads the team’s response to production issues, ensuring timely root cause analysis, resolution, and prevention strategies.
- Manages product roadmaps and enhancement backlogs for BASIS2 and related applications, in collaboration with WRB leadership and OIT partners.
- Coordinates vendor work plans and ensures service-level compliance and accountability.
- Partners with OIT infrastructure, database, and security teams to ensure system performance, capacity, and data integrity.
- Identifies opportunities for process automation, system optimization, and improved user experience.
- Tracks and analyzes operational performance metrics, incidents, and trends; prepares reports for leadership and stakeholders.
- Keeps the Revenue IT Director informed of current and potential issues, risks, and dependencies affecting system performance or service delivery.
Relationship Building
- Serves as the primary liaison between Revenue IT and WRB for all technology-related coordination, planning, and communication.
- Develops a deep understanding of WRB’s goals, operational workflows, and priorities to align IT support and strategy.
- Maintains collaborative relationships with central OIT teams (Infrastructure, DBA, Security, Network) to ensure seamless service delivery.
- Builds and sustains effective vendor partnerships, ensuring knowledge transfer, accountability, and long-term stability of the BASIS2 environment.
- Collaborates with peer IT Managers to ensure cross-system coordination, data integration, and shared best practices across Revenue systems.