Business Systems Analyst

City of Charlotte•Charlotte, NC

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Hands-on experience with Cityworks AMS and/or PLL, including configuration and troubleshooting.
Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent experience.
Minimum of 5 years of professional IT experience.
Strong problem-solving skills and ability to work independently.
Effective communication skills with both technical and non-technical stakeholders.
Ability to translate business needs into functional requirements and system configurations.
Ability to recommend technology or process improvements that impact multiple departments.
On-site availability at least 2 days per week.
Knowledge of integration points across Cityworks and adherence to established procedures.
Experience in municipal, utility, or public-sector environments.
Familiarity with Esri ArcGIS or other GIS technologies related to Cityworks.
Experience with cloud platforms or cloud-based application environments.
Understanding of systems software development and hardware compatibility.
Experience with enterprise asset management systems.
Ability to manage multiple complex systems and work with cross-functional teams.
Proficiency in scripting or lower-level programming languages.

Responsibilities

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.