Business Systems Analyst

Department:
Innovation and Technology Department

Salary: $77,358.00 - $ Commensurate with Experience

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

The Business Systems Analyst plays a critical role in supporting, maintaining, and optimizing the City’s Cityworks application and related systems. This position works closely with departments across the organization to analyze business processes, translate requirements into effective system configurations, enhance workflows, ensure data accuracy, and support end-users. The analyst also collaborates with IT teams and vendors to ensure stable, efficient, and scalable system operations.

• Manage, configure, and maintain Cityworks environments, including upgrades, patches, and environment-specific support.
• Provide user support, troubleshoot issues, and optimize workflows across all Cityworks instances.
• Maintain strong data accuracy and adhere to established procedures for data entry and review.
• Utilize ticketing tools such as Avanti Neuron and JIRA for support and issue resolution.

• Analyze departmental processes, permit workflows, and operations to identify opportunities for improvement.
• Gather, document, and translate business requirements into functional specifications for Cityworks.
• Recommend system enhancements and process improvements aligned with business goals and regulatory standards.
• Create process documentation, data flow diagrams, and use cases to support solution design.

• Partner with IT teams, business units, and vendors to support strategic planning, system upgrades, and technology initiatives.
• Document system configurations, workflows, and standards to promote consistency and transparency.
• Participate in project meetings and user acceptance testing for new features and enhancements.
• Deliver training, documentation, and presentations to communicate system updates and best practices.
• Build strong working relationships to ensure Cityworks solutions meet stakeholder needs.

• Develop and maintain user guides, process maps, technical documentation, and training materials.
• Support knowledge-sharing and cross-department collaboration on system functionality and best practices.

• Create ad-hoc SQL queries and reports that support business decision-making.
• Support development and maintenance of SSRS reports and dashboards, including data validation and dataset updates.
• Prepare data exports and ensure data completeness and accuracy using Microsoft and other analytical tools.

• High School Graduate or Equivalent and three (3) years of related work experience
• OR
• 2 Year College Degree and one (1) years of related work experience
• OR
• Bachelor’s Level Degree or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.