ATL311 Business Systems Analyst I

City of Atlanta • Atlanta, GA

10h • $68,000 - $78,000 • Hybrid

About The Position

The Business System Analyst I is responsible for analyzing, documenting, and improving business processes across Department of Customer Service (DCS)/ATL311. This position partners with leadership and business units to understand operational workflows, identify opportunities for improvement, document current and future state processes, and recommend solutions that improve efficiency, service delivery, and the customer experience. The Business System Analyst I serves as the bridge between business operations and technology by ensuring business requirements are clearly documented and aligned with organizational goals.

Requirements

• Knowledge of business process analysis, process mapping, workflow documentation, customer journey mapping, requirements gathering, and continuous improvement methodologies.
• Knowledge of organizational change management, business analysis, and process improvement practices such as Lean and Six Sigma.
• Proficiency in Microsoft Office Suite and business collaboration tools, with skills in data analysis, reporting, technical writing, and documentation.
• Ability to analyze complex business operations, identify inefficiencies and root causes, and recommend practical solutions to improve processes and service delivery.
• Ability to build collaborative relationships, communicate effectively with technical and non-technical stakeholders, and facilitate meetings, workshops, and process improvement activities.
• Ability to manage multiple projects and competing priorities, work independently, exercise sound judgment, and maintain accuracy and quality.
• Bachelor's degree in Business Administration, Public Administration, Information Systems, Industrial Engineering, Organizational Development, or a related field.
• Three (3) years of experience in business process analysis, business analysis, operational improvement, project management, or a related field.
• Experience documenting workflows, business requirements, and standard operating procedures.
• Strong analytical and documentation skills.

Nice To Haves

• Familiarity with CRM/CMS systems (Amazon Connect or Microsoft Dynamics preferred).
• Experience with customer journey mapping and customer experience (CX) initiatives.
• Experience facilitating process improvement workshops.
• Experience with Microsoft Visio, Lucidchart, Miro, or other process mapping software.
• Lean Six Sigma Green Belt or similar process improvement certification.
• Experience working in government, contact center, or customer service operations.
• Knowledge of project management methodologies and change management principles.

Responsibilities

• Analyze, document, and improve end-to-end business processes across ATL311, identifying gaps, risks, inefficiencies, and opportunities for improvement.
• Develop and maintain process maps, workflow diagrams, customer journey maps, SOPs, and other process documentation.
• Partner with business units and cross-functional stakeholders to gather and document business requirements, operational needs, and customer impacts.
• Facilitate stakeholder interviews, workshops, and process improvement sessions to identify opportunities for process standardization, automation, and improved service delivery.
• Translate business needs into clear functional requirements for technology solutions, system enhancements, and operational improvements.
• Analyze operational data, process metrics, and KPIs to identify trends, measure effectiveness, and support data-driven recommendations.
• Collaborate with Technology & Projects, Workforce Management, Data & Analytics, and leadership to align business processes and technology solutions with operational needs.
• Support change management, UAT, and implementation activities by documenting process changes, validating requirements, and communicating operational impacts.
• Monitor implemented improvements to evaluate results and ensure processes and documentation remain current.
• Recommends system improvements based on analysis and user feedback.
• Follows established procedures while identifying potential enhancements.
• Provides input into system design and workflow changes.
• Provides subject matter guidance to end users.
• Supports training and knowledge transfer activities.
• Acts as system support liaison when needed.
• Perform other related duties as assigned.

Benefits

• The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level