Clay County Utility Authority

Service Management Analyst

Middleburg, FL

Full-time

$85,500-$128,900

About This Job

Job Summary:

The IT Service Management Analyst is responsible for ensuring the effective delivery, maintenance, and optimization of IT services within Clay County Utility Authority (CCUA), with a focus on supporting Workday and SpryPoint Enterprise Resource Planning (ERP) systems. This role combines ITSM principles—such as incident management, problem resolution, and service improvement—with technical expertise in ERP configuration and integration. The position serves as a key liaison between IT and business units, driving process efficiency, data integrity, and system performance to support operational objectives in the water/wastewater utility sector.

Essential Duties and Responsibilities:

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Oversee the delivery of IT services related to Workday (HCM, Payroll, Finance) and SpryPoint ERP systems to meet CCUA’s technical and operational requirements, adhering to ITSM frameworks and utility industry standards.

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Configure and maintain Workday and SpryPoint modules to support business processes, applying technical expertise to meet utility-specific requirements and service standards.

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Manage and resolve incidents, service requests, and technical issues within ERP systems, utilizing structured ITSM processes to minimize downtime and ensure service continuity.

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Collaborate with stakeholders to elicit, analyze, and document business requirements, translating them into actionable ERP configurations and service enhancements.

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Perform root cause analysis on recurring ERP-related issues, implementing problem management strategies to prevent future disruptions and improve system reliability.

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Conduct regular audits of Workday and SpryPoint data to ensure accuracy and compliance with regulatory standards, maintaining service quality and data security.

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Design and deliver custom reports, dashboards, and service metrics using ERP tools to provide actionable insights for operational decision-making and performance monitoring.

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Act as the primary point of contact for ERP users, providing technical support, troubleshooting integration issues, and facilitating training to optimize system usage.

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Recommend and implement process automation within Workday and SpryPoint to enhance efficiency, reduce manual effort, and align with ITSM continual improvement practices.

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Monitor ERP system updates and releases, assessing their impact on service delivery and coordinating change management activities to ensure seamless adoption.

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Maintain detailed documentation, including service workflows, technical configurations, and knowledge base articles, to support ITSM knowledge management objectives.

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Ensure ERP configurations and integrations comply with local, state, and federal regulations (e.g., payroll, benefits) and uphold data privacy and security protocols.

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Facilitate testing and validation of ERP updates, upgrades, or new deployments, adhering to change control processes to safeguard service stability.

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Serve as a technical liaison between IT and business units, fostering collaboration to align ERP capabilities with organizational goals and utility industry standards.

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Perform additional duties as assigned to support IT service excellence and operational success.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

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Bachelor’s degree in Information Technology, Human Resources, Business Administration, or related field.

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Certification in Workday (e.g., Integrations, Security, Business Processes) or an ITSM framework (e.g., ITIL Foundation) is strongly preferred.

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Demonstrated experience with Workday configuration, integrations, reporting, and technical support, particularly in HCM and/or Finance modules, is preferred.

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Experience applying ITSM principles to IT service delivery and process optimization is highly desirable.

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Valid Florida driver’s license with good driving record.

Knowledge/Skills/Abilities:

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Job Specific KSA’s – Proficiency in Workday (HCM, Payroll, Finance) and SpryPoint ERP systems, including configuration, integrations, and reporting. Strong understanding of ITSM principles (e.g., incident, problem, and change management) and their application to ERP environments. Familiarity with utility sector processes and compliance requirements is advantageous.

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Service Delivery – Commitment to providing high-quality IT services, responding promptly to stakeholder needs, and maintaining service level agreements (SLAs).

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Team Orientation and Interpersonal – Capacity to work independently and collaboratively in a dynamic, team-oriented environment, fostering strong relationships with business and IT stakeholders.

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Communication – Clear and concise verbal and written communication skills, with a focus on explaining technical solutions to non-technical stakeholders.

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Organization and Time Management – Strong organizational skills to manage multiple technical issues and priorities with minimal supervision.

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Analytical Problem-Solving & Decision Making – Ability to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact.

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Systems and Software – Expertise in ERP tools (Workday and SpryPoint preferred), integration methods (e.g., APIs), and ITSM platforms (e.g., Jira) is a plus.

Job Type: Full-time

Pay: $85,500.00 - $128,900.00 per year

Benefits:

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401(k)

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Dental insurance

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Flexible spending account

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Health insurance

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Health savings account

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Life insurance

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Paid time off

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Professional development assistance

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Retirement plan

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Tuition reimbursement

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Vision insurance

Compensation Package:

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Bonus opportunities

Schedule:

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8 hour shift

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Monday to Friday

Work Location: In person

Service Management Analyst

About This Job

Job Summary:

Essential Duties and Responsibilities: ​

Education and Experience Requirements: ​

Knowledge/Skills/Abilities: ​

Job Type: Full-time

Pay: $85,500.00 - $128,900.00 per year

Benefits:

Compensation Package:

•Bonus opportunities

Schedule:

Work Location: In person

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