Position posted until filled Salary Range: $67,000-$77,000 The Department of Customer Service (DCS)
Business Systems Analyst performs duties related to the implementation, management, maintenance, enhancement, support, and decommissioning of Department of Customer Service (DCS) software systems and applications. This is a strategic and analytical position reporting to the DCS Director of Innovation, Performance, & Accountability. Acting as the liaison among internal stakeholders to analyze, document, communicate, and validate business and system requirements for platform applications.
Essential Duties & Responsibilities: these are typical responsibilities for this position and should not be construed as exclusive or all-inclusive. May perform other duties as assigned .
- Consult with stakeholders to gather and define requirements for the implementation of new systems and/or enhancement of existing systems.
- Writes and/or executes test plans.
- Delivers training and guidance to end users.
- Develops and maintains system documentation.
- Prepares robust reports to enhance strategic business decisions.
- Severs as the SME for all DCS software systems and applications.
- Determines operational objectives by studying business functions, gathering information, and evaluating output requirements.
Decision Making: - Provide input regarding decisions that impact projects relating to the Department of Customer Service.
- Follows standardized procedures and written instructions to accomplish assigned tasks.
- Applies organizational policies; recommends strategy or policy changes.
- Provides project guidance as required.
Leadership Provided: Does not have formal supervisory authority over a specified workgroup. However, routinely provides knowledge-based guidance, and/or training to stakeholders about projects and key departmental initiatives. Additionally, may serve as a key resource on a project in the absence of the Service Delivery Manager or designee.
Requirements (Knowledge, Skills & Abilities): - Good communication, including writing, speaking, and active listening.
- Good project management skills, including organization, planning, time management, and prioritization.
- Good problem-solving skills having accuracy and attention to detail. Team-working skills with good verbal and written communication having the ability to organize and manage time effectively, demonstrating accountability and dependability.
- Self-starter, self-motivated with demonstrated ability to work independently. Has critical thinking skills with effective judgment and decision-making.
- Working knowledge and understanding of Microsoft O365, Calabrio, AWS, Microsoft Dynamics
- Multitasking skills, ability to work under pressure. Ability to handle deadlines and avoid schedule conflicts.
- Well-developed analytical, diagnostic, and problem-solving skills
- Excellent organizational and customer service skills
- Proven ability to instruct and mentor a team.
- Great written and verbal communication skills
- Ability to creatively approach and solve situations.
Nice to Have - Noted as a Plus:
- Master’s degree in business or technology-related field. Advanced degrees in relevant areas are welcomed such as MA, MS, MBA, MPA, etc.
- Extensive Knowledge of Microsoft Office Suite.
- Extensive Knowledge of Software Systems-Calabrio, ServiceNow, PowerBI, Hansen, Accela, enQuesta, DextrFlex, and Calabrio.
Minimum Qualifications - Education and Experience:
Associates or bachelor’s degree in business or technology-related field.
Minimum of 3 years experience in project management or administration experience is required.
Technologically advanced skills in Microsoft Office Suite (Outlook, Teams, Excel, PPT, Word, Access etc.) Visio, PowerBI, and SharePoint.
Licensures and Certifications Desired but not required:
Six Sigma
Project Management
Essential Capabilities and Work Environment:
This hybrid work position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and/or times when the city would otherwise be closed.
