Introduction:

The Senior Business Analyst will play a key role in supporting business-specific systems, analyzing processes, and improving customer experience. They will lead projects, provide technical oversight, and act as a liaison between business and technology teams.

Responsibilities:

• Provide business support and act as a project lead and technology liaison
• Lead, train, coordinate, and review the work of staff
• Collect, analyze, document, and evaluate business requirements for process and customer experience improvements
• Define end-to-end use cases and user stories
• Participate in and oversee development of technology roadmaps based on business objectives
• Establish and manage relationships and agreements with external service providers
• Design, implement, test, and support business software systems and applications
• Configure, maintain, update, and evaluate technical applications as needed
• Oversee and monitor activities supporting system setup, configuration, upgrades, and modifications for business software applications
• Manage process and system change activities in accordance with policies and procedures
• Monitor, measure, evaluate, and provide feedback on process and system performance
• Analyze and identify current business processes for improvement and technical requirements
• Prepare Requests for Proposals (RFPs), Requests for Information (RFIs), and Requests for Quotes (RFQs)
• Evaluate vendor proposals and review vendor invoices
• Evaluate and document process workflows, system support materials, and knowledge articles
• Support self-service capabilities through the ISD Service Portal
• Provide individual or group training on business software applications, policies, and procedures
• Develop training materials and procedural guides for end users
• Lead and coordinate responses during major incidents affecting business units

Requirements:

• Lead, train, coordinate, and monitor the work of others
• Negotiate contracts and monitor project consultants
• Develop RFPs, RFIs, and RFQs
• Become proficient in new technical applications
• Document technical information and user procedures
• Provide training and instruction on various computer applications
• Communicate effectively both orally and in writing
• Conduct research and make technology recommendations
• Develop and author council staff reports
• Establish and maintain effective working relationships with employees and the public
• Work effectively with diverse social, cultural, and economic backgrounds
• Provide excellent customer service

• Five years of recent paid work experience implementing large-scale technical systems such as: ERP, CRM, SCM, Asset Management, Smart Crime Center or Similar enterprise systems