Sr. Business Analyst

Pierce County Library • Tacoma, WA

9h • $88,858 - $126,714 • 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.

Requirements

• Bachelor’s Degree in Computer Science, Software Engineering, Information Technology, or related field.
• 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.
• Expert collaboration skills.
• Communicating in a clear, concise, and effective manner, verbally 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.
• Understanding of system interfaces, application architecture, data integration, networks, operating systems, COTS (Commercial Off the Shelf), SaaS (Software as a Service), system inputs and outputs, and technology structures including networks and databases.
• Understanding the complexities of the applications, their dependencies and interactions.
• Proficiency with computers and Windows-based software.

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.
• Experience with ServiceNow ITSM workflows and service catalogs.
• Experience with governance principles to validate data quality.
• Experience in project coordination.
• Experience in leading others in developing skills and adopting processes through coaching, mentoring, partnering, and hands-on training opportunities.
• Experience in facilitating, creating, and maintaining documentation such as context diagrams, value stream maps, business process flows, solution requirements specifications, use cases, user stories, prototypes, recommendation documents, charter development, data source to target maps, design documentation, user acceptance criteria, user acceptance test plans, and vendor demonstration scenarios.
• Experience in making recommendations to upper level management and stakeholders.
• Experience assisting business partners in identifying the need for new policies and procedures.
• Experience participating in technology solution procurements, including enterprise-level.
• Experience leading business analysis activities and collaborating with contracts leads and business partners.
• Experience participating in vendor proposal reviews and evaluations, and vendor demonstrations.
• Experience partnering with and supporting business, technical teams, and vendors through configuration and implementation.
• Experience ensuring Systems Analysts are included in project activities and understand new business & system processes.
• Experience partnering with Systems Analysts as they document test cases and test scripts.
• Experience reviewing Systems Analysts' test plans.
• Experience assisting with testing.
• Experience planning and coordinating information technology projects; serving as Project Manager or Team Lead and directing the work of project team members.
• Experience coordinating/leading User Acceptance Testing (UAT).
• Experience reviewing and/or developing UAT test plans and scripts, and/or performing UAT.
• Experience leading organization change management activities.
• Experience partnering with customers and Systems Analysts team to assess and plan customer readiness needs.
• Experience coordinating with Customer Experience Team and Staff Experience Trainer in assessing, developing, and implementing end-user education training plans, user manuals, and other user support documentation.
• Experience coordinating applications/system training activities.
• Experience preparing for project transition to Maintenance & Operations mode.
• Experience coordinating with System Operations, Network Operations, Desktop Support, Applications Team, and IT Help Desk.
• Experience participating on IT department initiatives.

Responsibilities

• Performs advanced business analysis methodologies, process improvement, and systems support.
• 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.
• Translates business needs into clear functional and technical requirements, user stories, and acceptance criteria by gathering and documenting requirements.
• Helps to improve workflows, develop dashboards and automations with an understanding of ServiceNow ITSM workflows and service catalogs.
• Validates data quality using governance principles.
• Guides efficient, user-focused enterprise applications and systems across the PCLS organization through project coordination.
• Identifies, plans, coordinates, and implements all necessary Business Analysis Services for broad program areas and complex business processes.
• Establishes best practices and toolkits for 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 the delivery of applications and services.
• Facilitates, creates, and maintains documentation that supports Business Analysis Services activities such as context diagrams, value stream maps, business process flows, solution requirements specifications, use cases, user stories, prototypes, recommendation documents, charter development, data source to target maps, design documentation, user acceptance criteria, user acceptance test plans, and vendor demonstration scenarios.
• Makes recommendations to upper-level management and stakeholders about how to best solve their business need/issue/opportunity, including options, risks, and impact to 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.
• Leads business analysis activities and collaborates with the contracts lead and business partners throughout the procurement process.
• Participates in vendor proposal reviews and evaluations, and vendor demonstrations.
• Partners with and supports business, technical teams, and successful vendors through the configuration and implementation of selected solutions.
• Ensures Systems Analysts are included in project activities and understand new business & system processes.
• Partners with Systems Analysts as they document test cases and test scripts.
• Reviews Systems Analysts' test plans and ensures a seamless experience for technology teams and customers during the testing phase.
• Assists 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).
• Reviews and/or develops UAT test plans and scripts, and/or performs UAT.
• Leads organization change management activities to ensure end-users are aware of and prepared to receive new technology.
• Partners with customers and the Systems Analysts team to assess and plan customer readiness needs.
• Coordinates with Customer Experience Team and Staff Experience Trainer in assessing, developing, and implementing end-user education training plans, 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.
• Coordinates 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