Technical Business Analyst; Public Sector

Title :
Technical Business Analyst (Public Sector)

Duration:
Full Time permanent

As a Customer Success Manager / Technical Business Analyst you will play a crucial role in the success of our customer onboarding team
. You will work directly with government agency staff to understand their workflows, gather and document requirements
, and implement those requirements through configuration, scripting, testing, and hands‑on training for both customer staff and internal personnel
. You will work closely with customers, management, and technical staff to analyze, document, and identify business and technical solutions to business problems and needs
. Manage project deadlines and coordinate teams in our customers' organizations and inside our company to ensure that project dependencies are fulfilled in a timely manner and provide timely updates to customers about progress and follow‑up on project dependencies pending from the customer side
.

• Understand the steps taken by the government entity or the internal workflow followed to process customer requests to completion
• Understand the roles / groups / departments inside the government entity who participate in the processing of a request
• Understand the sequence in which these roles / groups / departments are involved in the processing of requests
• Understand the outcome / goal of processing the request - from a customer standpoint and from the standpoint of a staff person
• Leverage AI tools to increase personal productivity and output quality, including drafting and refining customer‑facing communications, generating first drafts of requirements.
• Utilize standard reporting tools such as Microsoft Report Builder to write, maintain and support a variety of reports or queries for customers

• Bachelor’s degree in planning, computer science, management information systems, public or business administration or related field
• 5 years of relevant experience working as a business analyst or account manager, of which at least 3 years must have been spent implementing software solutions and at least 2 years in B2B SaaS customer onboarding or account management
• Experience working in a municipal planning, permitting or community development department is a big plus

• Understand public sector workflows in the areas of permitting, licensing, land use and building regulation.
• Project management includes planning, scheduling, monitoring and problem solving.
• Generally broad understanding of the permitting, licensing and code enforcement procedures in municipal governments.

• Demonstrated skill and experience in initiating, understanding and implementing workflow and process changes using software systems.
• Proficiency in Microsoft Report Builder or SSRS for writing, modifying, and troubleshooting reports; ability to translate customer reporting needs into functional, accurate report definitions.
• Comfort and proficiency using AI tools (such as Claude, ChatGPT, Copilot, or similar) as a productivity aid for drafting documentation, analyzing requirements, researching solutions, and accelerating day‑to‑day work; ability to apply good judgment in reviewing and validating AI‑generated output before using it with customers or internally.
• Strong proficiency in the use of Microsoft Office Suite, Visio and/or standard software applications typically used in a corporate office environment.
• Be comfortable building Application forms using a Form designer.
• Proven skills in project management within time and financial constraints.

• Ability to collect, compile and analyze complex information and data.
• Understand and interpret workflow processes within a complex organization.
• Diagnose and resolve systems‑analysis problems, evaluate alternatives and make sound independent decisions within established guidance.