IT Business Analyst Senior

City of Boulder

About The Position

This is a three-year fixed-term position beginning January 1, 2026. Under general supervision, the Senior Business Analyst supports the design, analysis, and implementation of customer-facing business processes and digital service solutions for the City’s Customer Experience (CX) Transformation Program. This position serves as a strategic liaison between business stakeholders, technology teams, and vendors to ensure that workflows, system requirements, and product configurations align with organizational goals, user needs, and future-state service delivery models. The role applies human-centered design principles, customer journey insights, and service design methods to ensure business processes and technology solutions improve equity, usability, and customer experience outcomes.

Requirements

Ability to apply human-centered design, journey mapping, and co-design techniques to process and system improvements.
Ability to engage diverse users and staff in structured discovery, ideation, and testing activities.
Ability to analyze complex business problems and translate them into clear, actionable requirements.
Ability to organize, document, and present technical, operational, and customer experience information clearly.
Knowledge of service design tools such as journey maps, personas, service blueprints, wireframes, or prototype tools.
Knowledge of human-centered design principles (HCD, Design Thinking).
Skill in facilitation, requirements elicitation, user research, and collaborative design.
Skill in business process modeling tools.
Ability to plan and conduct usability testing, prototype reviews, and iterative validation cycles.
Have and maintain acceptable background information, including criminal conviction history.
Bachelor’s degree in Business, Information Systems, Human-Centered Design, Public Administration, or related field; or equivalent of eight (8) years related experience may substitute for the education requirement only.
Four (4) years of experience performing business analysis for enterprise software projects or digital service transformation programs.
Experience conducting user research, journey mapping, or human-centered process design activities.
Experience developing business requirements, process maps, and configuration documentation for a CRM, ERP, or similar enterprise platform.

Nice To Haves

Knowledge of enterprise CRM, case management, workflow, or digital service platforms.
Knowledge of public-sector customer service operations (permitting, licensing, 311, service centers, etc.).
Skill in CRM or digital experience platform configuration, especially for customer intake forms, workflows, and omni-channel service requests.

Responsibilities

Leads business process discovery, documentation, and redesign using human-centered design and service design methods.
Facilitates workshops, interviews, journey mapping sessions, and co-design activities with internal stakeholders and community users.
Translates customer and staff insights into business requirements, user stories, acceptance criteria, and configuration specifications.
Develops service blueprints, journey maps, personas, and future-state experience models to inform technology and process decisions.
Advises on best practices for human-centered process design, usability, accessibility, and customer experience standards.
Partners with departments to ensure redesigned processes reflect policy constraints, customer equity needs, and operational realities.
Supports configuration and testing of CRM and digital experience platforms, including workflow logic, UI/UX considerations, and service intake design.
Validates that system changes support intended customer experience improvements through testing, prototyping, and feedback loops.
Collaborates with change management, communications, and training teams to ensure new processes are understandable, learnable, and adopted.
Creates documentation, visuals, and artifacts that support user orientation, service transparency, and long-term operational sustainability.
Mentors junior analysts in human-centered design and process analysis methodologies.
Performs related duties as required.