Business Systems Analyst

Serves as a strategic partner responsible for understanding and meeting business requirements, consulting on reactive, proactive, and enhancement support services with a primary focus on customer satisfaction. Analyzes business processes and workflows, and improves efficiency through automation and streamlined operations.

Works under the general supervision of a division manager or designee, who outlines work, occasionally reviews work in progress, and periodically reviews completed work.

May provide technical supervision over assigned staff based upon project assignment.

Provides business support and acts as a project lead and technology liaison and subject matter expert in support of technical systems.

Collects, analyzes, documents, and evaluates business requirements for process and customer experience improvements. Defines end-to-end use cases and user stories.

Conducts research on emerging information technology products and services to support business needs.

Participates in the development of technology roadmaps based on business.

Establishes and manages relationships and agreements with external service providers.

Designs, implements, tests, and supports business software systems and applications.

Configures, maintains and updates technical applications, as needed.

Implements process and technology change activities in adherence to all Department policies and procedures, focusing on enhancing system security, reliability, and availability.

Monitors, measures, and provides feedback on process and system performance.

Analyzes and identifies current business processes for improvement and overall technical requirements.

Reviews vendor proposals, RFPs, and vendor invoices.

Documents process workflows, system support materials, and knowledge articles.

Assists with providing individual or group training on technical applications, policies, and procedures, including developing training and procedural guides for end users.

Communicates and coordinates during major incidents impacting departments. and post-mortem incident reviews and root cause problem identification.

Res Ponds to periodic after-hours calls and emails to address critical systems outages in-person and via phone.

Performs other duties as assigned.

Knowledge of:

• Business Processes and customer experience facilitation techniques including:
  Lean IT, Voice of the Customer, and Journey Mapping
• ITIL and the entire IT Service Delivery lifecycle
• Project and program management principles and best practices
• Software delivery life-cycle methodologies including Agile, SCRUM, and Kanban
• Software system configuration, maintenance, administration, analysis, and problem resolution best practices

Ability to:

• Support and maintain software systems
• Become proficient in new technical applications
• Document technical information and user procedures
• Provide training and instruction on various technical applications
• Negotiate contracts and monitor the work of project consultants
• Identify and resolve problems in a timely manner, gather and analyze information skillfully, develop alternative solutions
• Develop Requests for Proposals, Requests for Information, and Requests for Quotes
• Develop and author council staff reports
• Conduct research and make recommendations on technology
• Establish and maintain effective and cooperative working relationships with City employees and the general public
• Work with people from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
• Communicate effectively,both orally and in writing
• Provide effective customer service

Skill in:

• Project management and implementation of information systems
• Software configuration, maintenance, and problem resolution
• Meeting facilitation, public speaking, and presentations
• Data analysis

Minimum Qualifications:

• Education:
  
  Graduation from an accredited college or university with a Bachelor’s degree.
• Experience:
  
  Three years of recent, paid work experience implementing large-scale technical systems such as ERP/CRM/SCM/Asset Management/Smart Crime Center or similar systems, maintaining business applications, and automating business processes. Experience in the administration of systems serving public agencies is desirable.
• Licenses and Certificates:
  Industry-recognized Agile process certification (CSM, CSPO, SAFe, LeSS, or equivalent) or PMP certification is desirable.

Work is regularly performed indoors in a home or office…