Sr. Business Analyst

Pierce County Library • Tacoma, WA

1d • Onsite

About The Position

The Senior Business Analyst performs advanced business analysis methodologies, process improvement, and systems support for Pierce County Library System. This role serves as an analyst with specialization in ServiceNow ITSM / FSM and Microsoft 365 Suite including: Microsoft 365 administration (Entra) and configuration, Power Apps, Power Automate, SharePoint, and Power BI. The role translates business needs into clear functional and technical requirements, user stories, and acceptance criteria by gathering and documenting requirements. With an understanding of ServiceNow ITSM workflows and service catalogs, will help to translate into improving workflows, developing dashboards and automations. Having governance principles to validate data quality, and project coordination to guide efficient, user focused enterprise applications and systems across the PCLS organization. Highest levels of responsibility to identify, plan, coordinate and implement all necessary Business Analysis Services for broad program areas and complex business processes. Responsible for establishing best practices and toolkits for the Business Analysis Services. Leads others in developing skills and adopting processes through coaching, mentoring, partnering and hands-on training opportunities. Collaborates with customers, end-users and technology staff in delivery of applications and services. Business Analysis Services include expertise and the ability to lead the following activities; facilitation, project management, agile leadership, research analysis, business process analysis, usability testing, process improvement/lean facilitation, requirements analysis and management, organizational change management, implementation coordination, usability analysis, testing, training, user acceptance coordination and post implementation support.

Requirements

• Knowledge of Business analysis principles, practices, and methods.
• Knowledge of Information technology/web operations, programs, and services.
• Knowledge of Current trends and developments in the field of user experience and customer service.
• Knowledge of Project management principles, practices, and methods.
• Understand system interfaces, application architecture, data integration, networks, operating system, COTS (Commercial Off the Shelf), SaaS (Software as a Service), system inputs and outputs as well as technology structures including network and database
• Understand the complexities of the applications, their dependencies and interactions
• Knowledge of Computers and windows-based software.
• Expert collaboration skills.
• Communicating in a clear, concise and effective manner, verbal and written
• Facilitating the delivery of high quality, customer focused services to customers.
• Critical thinking and problem solving in meeting the needs of the customer
• Researching, analyzing, and determining appropriate options and implementing solutions.
• Bachelor’s Degree in Computer Science, Software Engineering, Information Technology, or related field, and Five years of IT experience consulting, analyzing, designing, programming and /or maintaining computer software applications.
• At least three years of direct experience in performing business analysis functions; OR Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
• Must pass local police and Washington State Adult/Child Abuse records check prior to hire.
• The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes on short notice.

Nice To Haves

• Specialization in ServiceNow ITSM / FSM
• Specialization in Microsoft 365 Suite including: Microsoft 365 administration (Entra) and configuration, Power Apps, Power Automate, SharePoint, and Power BI.
• Understanding of ServiceNow ITSM workflows and service catalogs

Responsibilities

• Ensures and facilitates the delivery of high-quality, customer-focused services.
• Independently performs expert and specialized analysis for the PCLS applications and websites.
• Establish PCLS best practices, business processes and toolkits to support Business Analysis activities.
• Lead the adoption of Business Analysis activities by actively coaching, mentoring and training other analysts.
• Liaison between PCLS departments and technical teams in eliciting, translating, documenting and managing business and technical requirements.
• Facilitates, creates and maintains documentation that supports the Business Analysis Services activities such as, but not limited to: context diagrams, value stream maps, business process flows, solution requirements specifications, use cases, user stories, prototypes, recommendation document, charter development, data source to target map, design documentation, user acceptance criteria, user acceptance test plan, and vendor demonstration scenarios.
• Makes recommendations to upper level management and stakeholders about how to best solve their business need/issue/opportunity to include options, risks and impact to the systems and business processes.
• Assists business partners in identifying the need for new policies and procedures to support their new business needs and technology solutions.
• Participates in technology solution procurements including enterprise-level.
• Lead business analysis activities and collaborate with the contracts lead and business partners throughout the process.
• Participate in vendor proposal reviews and evaluations, and vendor demonstrations.
• Partner with and support business, technical team, and successful vendor through the configuration and implementation of selected solutions.
• Ensures Systems Analysts are included in project activities and understand new business & system processes.
• Partner with them as they document test cases and test scripts.
• Review their test plans and ensure seamless experience for technology teams and customers during testing phase.
• Assist with testing when needed.
• Plans and coordinates information technology projects; serves as Project Manager or Team Lead and directs the work of project team members.
• Coordinates/leads User Acceptance Testing (UAT).
• Review and/or develop UAT test plans and scripts, and/or perform UAT.
• Leads organization change management activities to ensure end-users are aware of and prepared to receive the new technology.
• Partner with customers and the Systems Analysts team to assess and plan customer readiness needs.
• Coordinate with Customer Experience Team and Staff Experience Trainer in assessing, developing and implementing end-user education training plan, user manuals, and other user support documentation.
• Coordinates applications/system training activities.
• Prepares for project transition to Maintenance & Operations mode by participating in developing the transition from project to operations plan.
• Coordinate with System Operations, Network Operations, Desktop Support, Applications Team and IT Help Desk to ensure they have what they need (documentation, training, m/o plan) to support the technology solution.
• Participates on IT department initiatives either as a lead, contributor, reviewer and/or approver.

Benefits

• Sick Leave
• Medical, Dental, and Basic Life Insurance
• Long-Term Disability
• Vacation
• State Retirement System
• Employee Assistance Program
• Tax Sheltered Annuity Program
• Deferred Compensation Program
• Additional life insurance for the employee and family is available through payroll deduction.

What This Job Offers

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