Business Systems Analyst

City of Santa Monica•Santa Monica, CA

1d•Hybrid

About The Position

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.

Requirements

Knowledge of Business Processes and customer experience facilitation techniques including: Lean IT, Voice of the Customer, and Journey Mapping
Knowledge of ITIL and the entire IT Service Delivery lifecycle
Knowledge of Project and program management principles and best practices
Knowledge of Software delivery life-cycle methodologies including Agile, SCRUM, and Kanban
Knowledge of Software system configuration, maintenance, administration, analysis, and problem resolution best practices
Ability to Support and maintain software systems
Ability to Become proficient in new technical applications
Ability to Document technical information and user procedures
Ability to Provide training and instruction on various technical applications
Ability to Negotiate contracts and monitor the work of project consultants
Ability to Identify and resolve problems in a timely manner, gather and analyze information skillfully, develop alternative solutions
Ability to Develop Requests for Proposals, Requests for Information, and Requests for Quotes
Ability to Develop and author council staff reports
Ability to Conduct research and make recommendations on technology
Ability to Establish and maintain effective and cooperative working relationships with City employees and the general public
Ability to Work with people from diverse social, cultural, and economic backgrounds as well as a variety of work styles, personalities, and approaches
Ability to Communicate effectively, both orally and in writing
Ability to Provide effective customer service
Skill in Project management and implementation of information systems
Skill in Software configuration, maintenance, and problem resolution
Skill in Meeting facilitation, public speaking, and presentations
Skill in Data analysis
Graduation from an accredited college or university with a Bachelor’s degree.
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.

Nice To Haves

Experience in the administration of systems serving public agencies is desirable.
Industry-recognized Agile process certification (CSM, CSPO, SAFe, LeSS, or equivalent) or PMP certification is desirable.

Responsibilities

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.
Responds to periodic after-hours calls and emails to address critical systems outages in-person and via phone.
Performs other duties as assigned.