Principal Business Systems Analyst

City of Santa Monica • Santa Monica, CA

18h • Hybrid

About The Position

Serves as a lead strategic partner responsible for understanding and meeting business requirements and serving as a project lead, including providing expertise on reactive, proactive and enhancement support services. The current vacancy is in the Public Safety division, which supports the Police and Fire Departments. This recruitment will also be used to fill future vacancies in the Technology Department.

Requirements

• Knowledge of business process 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 lead, train, coordinate, and monitor the work of others
• Ability to negotiate contracts and monitor the work of project consultants
• Ability to develop Requests for Proposals, Requests for Information, and Requests for Quotes.
• Ability to become proficient in new technical applications
• Ability to document technical information and user procedures
• Ability to provide training and instruction on various computer applications
• Ability to communicate effectively, both orally and in writing
• Ability to conduct research and make recommendations on technology
• Ability to develop and author council staff reports
• 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 provide effective customer service
• Skill in project management and implementation of information systems
• Skill in software configuration, maintenance, and problem resolution
• Skill in strategic planning
• Skill in meeting facilitation, public speaking, and presentations.
• Skill in data analysis
• Graduation from an accredited college or university with a bachelor’s degree.
• Five 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 coordinating, training, or providing general supervision to others is desirable.
• 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, supporting business-specific systems.
• Leads, trains, coordinates, and reviews the work of staff, including providing technical oversight.
• Collects, analyzes, documents, and evaluates business requirements for process and customer experience improvements.
• Defines end-to-end use cases and user stories.
• Participates and oversees development of technology roadmaps based on business objectives.
• Establishes and manages relationships and agreements with external service providers.
• Designs, implements, tests, and supports business software systems and applications.
• Configures, maintains, updates, and evaluates technical applications, as needed.
• Oversees and monitors activities that support all system setup, configuration, upgrades, and modifications for business software applications per established standards.
• Manages process and system change activities in adherence to all policies and procedures focusing on enhancing system security, reliability, and availability.
• Monitors, measures, evaluates and provides feedback on process and system performance.
• Analyzes and identifies current business processes for improvement and overall technical requirements.
• Prepares Requests for Proposals, Requests for Information, and Requests for Quotes; evaluates vendor proposals and reviews vendor invoices.
• Evaluates and documents process workflows, system support materials, knowledge articles, and supports self-service capabilities through the ISD Service Portal.
• Provides individual or group training on business software applications, policies, and procedures, including development of training and procedural guides for end-users.
• Leads and coordinates during major incidents impacting business units.
• Adheres to major incident management process and escalation requirements.
• Conducts post-mortem incident reviews and root cause problem identification.
• Evaluates and conducts research on emerging information technology products and services to support business needs.
• Responds to periodic after-hours calls and emails to address critical systems outages both in-person and via phone.
• Performs other duties, as assigned.

What This Job Offers

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