Under the general supervision of the Director, the Business System Analyst will provide technical support for 311 systems (CRM, knowledge base, etc.) and work with departments and the 311 team to help keep processes and information current and complete; define and enhance processes, create supporting documentation internally and publicly on the website, and provide reporting to departments and the public. By listening to feedback from the public and departments, you will develop and update call center, external and mobile request forms to make sure we are capturing the correct information for resolving departments.

• Maintain Customer Relationship Management (CRM) scripts, forms and reference documents to ensure consistent and correct intake of requests across all customer intake channels using configuration tools and documents.
• Create and update knowledge-base articles; internal and external web content to provide internal and external audiences with vital information using web content management tools.
• Administers and evaluates 311 system technical processes and data integrations to ensure high system performance and availability.
• Monitors troubleshoots and resolves system issues; works closely with the CRM system vendor to provide higher-level resolution of system performance problems.
• Develop and execute user acceptance scripts to test new business processes throughout the software development life cycle.
• Respond to inquiries from customer service representatives and the public to resolve incomplete, confusing or conflicting information.
• Prepares reports and executive summaries regarding 311 system technical performance and operations as needed.
• Builds automate reports from systems that are accessible to key departments.
• Working with CSRs and partner departments to design, collect, and analyze a variety of statistical, spatial, and narrative data related to service reports, requests, and demographics.
• Work with departments to identify, collaborate and execute continuous improvement efforts to enhance program operations and customer service delivery.  
• Conducts research regarding the latest trends and innovations, policies and programs related to 311 systems and associated technologies.
• Works closely with the GIS support team to integrate and manage GIS resources utilized by the CRM or other 311 products.
• Assist in emergency messaging in a 24X7 environment with Customer Service Representatives and the public to ensure they have current information in person at the office or EOC.

MINIMUM QUALIFICATIONS:

Education, Training and Experience Guidelines

Bachelor’s Degree in an Information Technology, Management Information Systems, Computer Science, Business Administration, Accounting or related fields. Four (4) years of full-time relevant job experience.

One (1) additional year of full-time experience may be substituted for 30 semester hours of the required educations with a maximum substitution of two (2) years.

Knowledge of:

• Leadership skills for technology professionals.

• System administration and system architecture principles.

• Skill in effectively implementing change management techniques to prepare user groups for new or upgraded system.

• Ability to demonstrate general understanding of management structures and municipal operations and maintenance; or similar processes, issues, and structures used in the public sector.

• Advanced tools and techniques for technology systems analysis.

• Computer servers, virtual server and desktop technology, Windows desktops, mobile devices, relational database management systems, and enterprise software applications (web based, cloud based, and server based).

• Specific areas of local government technology application that may include financial systems; human    resources systems; emergency service provision; geographic information systems; virtual desktop and server technologies; water, wastewater, and electric utility provision; and customer billing/relationship management.

• Techniques and best practices of project management.

• Assessing software systems’ ability to meet the needs of large scale, critical business operations.

• Research techniques, business unit best practices.

Skill in:

• Developing data-driven reports using industry standard reporting tools such as SAP Crystal Reports, IBM Cognos BI, Microsoft Power BI or similar tools.

• Leading teams of technical staff, system stakeholders, and managers.

• Fostering productive relationships with system stakeholders and system end users.

• Reading and understanding technical manuals, business documents, policies and procedures, and system documentation

• Exercising judgment, diligence, and responsibility when addressing mission critical information systems whose failure could result in a substantial asset failure and/or impairment of critical services

• Analyzing business processes prepared by subject matter experts and translating them into clear, detailed technical specifications for technology systems.

• Developing advanced and effective technical documentation and designs for software integrations.

• Analyzing complex situations and making correct determination or choosing the correct course of action.

• Quickly developing in-depth knowledge of the business functions that enterprise software systems support.

• Providing outstanding technical/functional support to both technical and non-technical users.

• Reading and understanding technical manuals, business documents, policies and procedures, system documentation.

• Preparing functional specifications for software systems integrations and configurations.

• Working with outside software vendors and technical support staff.

• Working with lead product technical consultants and software support staff.

• Writing clear, accurate, timely documentation, memos in non-technical terminology to brief managers, supervisors.

• Performing arithmetic and make projections and forecasts.

• Exercising sound judgment in interpretations and decisions on matters significantly affecting operations and cost.

• Establishing and maintaining effective working relationships with peers, clients, citizens, vendors.

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Texas Driver’s License

Certifications preferred:

None

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, crouching, bending, vision, hearing, talking, use of foot controls.  The majority of the workday is spent indoors, or outside in non-storm conditions.  There is rarely any exposure to adverse environmental conditions.

Hiring Range: $62,211.76 - $77,937.60 annually.

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