Business Systems Analyst 2-NR

MSP Metropolitan Council•Saint Paul, MN

26d•Onsite

About The Position

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website. The candidate's permanent residence must be in Minnesota or Wisconsin. We are committed to supporting a diverse workforce that reflects the communities we serve. Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and providesridership throughan integrated network of buses, lightrailand commuter trains, as well as resources for those who carpool,vanpool, walk, or bike in the Twin Cities. How your work would contribute to our organization and the Twin Cities region: The Business Systems Analyst (BSA) works within the Customer Experience department within Metro Transit. The BSA will be responsible for assisting with the implementation and management of a Customer Issue Tracking and Reporting system. This system is looking to utilize a SaaS based CRM solution yet to be determined. The role would be responsible for the technical setup, configuration, administration, integration, maintenance and ongoing support of the new system.

Requirements

Any of the following combinations of experience system administration, management analysis, related analytical or equivalent experience and completed education Management Information Systems, Business Administration, Information Technology, Computer Science, Geographic Information Science or related field
Bachelor's degree or higher AND three (3) years of experience
Associate's degree ANDFive (5) years of experience.
High School Diploma or GED; AND Seven (7) years of experience
Ability to analyze complex workflows and translate them into system configuration
Understanding of integration concepts (REST APIs, events, middleware, batch syncs)
Experience with SaaS platforms (CRM systems preferred like Salesforce, Dynamics, Zendesk, Zoho, HubSpot, etc.)
Ability to read API docs and data models well enough to identify impacts
Experience working closely with vendors and/or implementation partners
Writing clear technical requirements and test scenarios
Strong systems thinking and problem-solving skills
Experience with change management, UAT, and go live activities
Comfort with permissions, roles, and basic configuration
Excellent communication, facilitation, and stakeholder-management skills; able to advocate for both riders and technical staff
Strong skills in process mapping, documentation, and data/metrics thinking
Knowledge ofadministrating/managing a large/complexsystems/application.
Knowledge of data integration, interface management, and software lifecycle processes
Ability to collaborate as the technical liaison to all departmental staff and with other departments, personnel,and enterprisesupport groups
Ability to be the first line of support and remediation within department for technology inquiries from staff anderrors generatedby departmental and enterprise systems and technology
Promotes an equitable, positive and respectful work environment that values cultural and diversity among all employees

Responsibilities

Integrations and Systems Analysis
Understand upstream and downstream system impacts
Map data flows and integration dependencies
Partner with vendor, architects and internal system owners
Support integration discovery (APIs, middleware)
Document event triggers, data mappings and transformation needs
Translate technical needs into requirements and user stories
Vendor and implementation partner coordination
Review vendor deliverables (config docs, data mappings, design docs)
Validate configuration against requirements
Escalate gaps, risks, and issues
Collaborate with vendors and internal IT to ensure integration with key systems (trip planning, detour tools, contact-center platform, safety text, etc.) meet business needs
Ongoing support (admin & ops)
Manage permissions, roles, and profiles
Monitor license and usage
Support configuration changes (e.g. fields, routing rules) in coordination with product manager and vendor
Maintain audit and compliance alignment
Test Design & User acceptance testing
Work with the vendor Quality Assurance team for fixes
Support end user validation
Write technical UAT scenarios tied to real workflows
Develop technical test cases and acceptance criteria; plan and facilitate UAT sessions with frontline staff to validate end-to-end scenarios across phone, web forms, text, and social
Create any techical training and reference materials needed
Roadmap participation and release management
Participating in roadmap planning with product manager
Identifying enhancements opportunities post go live
Managing release cycles and change impacts
Support change management during rollout and continuous improvement
Customer and Agent experience lens
Understanding omnichannel use cases (phone, SMS, email, and chat)
Evaluating agent workflows for efficiency and translating into clear requirements, user stories, and process maps for a new CRM and integrated telephony solution
Partnering with frontline teams to validate changes
Partnering with internal teams like Product Management, the Contact Center, the Transit Control Center (TCC), and IS Telecommunications to understand current workflows for rider support, complaints, safety reporting, and telephony
Design and document data capture standards (fields, codes, categories) that support reporting on customer experience, issue resolution, and operational performance.