Business Systems Analyst

City of Charlotte•Charlotte, NC

19d

About The Position

Acts as a strategic liaison between business stakeholders/end users and IT systems development teams to deliver scalable, secure, and efficient technology solutions aligned with business objectives. Leads end-to-end business analysis efforts for initiatives requiring IT-based solutions, ensuring alignment between operational needs, customer expectations, and enterprise technology strategy.

Requirements

High School diploma or equivalent and three (3) years of relevant experience.
OR associate degree and 1 year of relevant experience.
OR bachelor’s degree with some prior experience required.
or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.
Strong analytical and critical-thinking skills with the ability to synthesize complex information into actionable insights.
Excellent written and verbal communication skills, with a high level of professional integrity and accountability.
Demonstrated ability to understand and collaborate with related disciplines to ensure consistent application of enterprise policies and technology standards.
Experience leading and motivating cross-functional, interdisciplinary teams in matrixed environments.
Proven stakeholder relationship management and customer engagement skills.
Experience with contract and vendor negotiations, including managed services oversight.
Experience managing budgets, forecasting technology expenses, and tracking financial performance.
Knowledge of Technology Asset Management, including IT Asset Management (ITAM) tools and ITIL Change Control processes.
Experience performing business process analysis to identify gaps, overlaps, inefficiencies, and risks within existing operations.
Ability to design and implement new processes and recommend sustainable improvements to existing workflows.
Strong interpersonal skills necessary to establish and maintain effective working relationships across all organizational levels.
Ability to meet schedules, deadlines, and contractual timelines, including contract creation and renewals.

Nice To Haves

Dashboard design and KPI visualization
Structured and user-friendly data entry forms
Logical navigation architecture
Clear system alerts, confirmations, and error messaging
Streamlining workflows to reduce unnecessary clicks and manual steps
Improving workflow efficiency through automation and intelligent system configuration
Enhancing usability through intuitive design and user testing
Implementing accessibility improvements to meet inclusive design standards

Responsibilities

Partner with business units, customers, and cross-functional stakeholders to identify, analyze, and document business needs requiring IT-based solutions.
Conduct comprehensive requirements gathering sessions, workshops, and stakeholder interviews to define scope, objectives, risks, constraints, and success criteria.
Translate complex business requirements into detailed functional and non-functional application requirements, including use cases, user stories, data flows, and acceptance criteria.
Research and document relationships between application components, including end users, business processes, data, integrations, applications, infrastructure, and devices.
Perform gap analysis to identify inefficiencies, redundancies, risks, and opportunities for optimization across systems and workflows.
Develop recommendations for process improvements and technology solutions, including automation, system enhancements, and alternative uses of existing platforms.
Lead process mapping initiatives, documenting current-state (“as-is”) workflows using industry-standard methodologies (e.g., diagrams & flowcharts).
Analyze processes such as incident management to: Identify bottlenecks and delays, Assess system and user dependencies and define root causes of inefficiencies, Design and document future-state (“to-be”) processes aligned with business objectives and IT governance standards.
Define system requirements based on optimized workflows and validate alignment with stakeholders.
Ensure future-state processes are operationally feasible and supported by appropriate change management strategies.
Ensure solutions incorporate sound UI and UX principles to improve usability, efficiency, and user adoption.
Build, develop, and maintain strong, trust-based relationships with internal customers, business leaders, and external partners.
Serve as a trusted advisor by developing a deep understanding of stakeholders’ operational models, pain points, strategic goals, and regulatory requirements.
Facilitate cross-functional collaboration between business, IT, vendors, and leadership to ensure consistent application of policies, standards, and governance.
Manage stakeholder expectations through transparent communication, structured updates, and proactive issue resolution.
Validate proposed solutions and future-state processes with stakeholders to ensure alignment, usability, and adoption readiness.
Support change management efforts by preparing documentation, training materials, and communication plans to ensure successful implementation.