What are the responsibilities and job description for the Business Systems Analyst - RVA 311 position at City of Richmond, Virginia?
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About
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
The Department of Citizen Service and Response is seeking a skilled Business Systems Analyst - RVA 311 with strong UX experience and experience working with configurable request management systems (e.g. RockSolid, JIRA, ZenDesk, etc.) to manage our integrated customer service request management system known as RVA311. This system serves as the central repository for public requests for non-emergency city services.
The current environment utilizes Avepoint Citizen Services and integrates with other City systems, including City’s Azure Entra ID/Active Directory; ESRI GIS services, Microsoft Biztalk and Trimble’s Cityworks system. Requests are received through multiple channels which currently include a public web portal (RVA311.com); RVA311 mobile apps; and an internal portal used by RVA311 Contact Center agents. The system routes received requests via custom workflows to appropriate internal service teams across the city.
The ideal candidate will collaborate with stakeholders, gather requirements, document processes, and understand key integrations as needed to build or optimize a growing portfolio of non-emergency service requests in support of the City’s mission to provide excellent customer service.
Duties include but are not limited to
Platform Management
Knowledge, Skills, and Abilities
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV .
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
About
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- T uition Assistance Program
The Department of Citizen Service and Response is seeking a skilled Business Systems Analyst - RVA 311 with strong UX experience and experience working with configurable request management systems (e.g. RockSolid, JIRA, ZenDesk, etc.) to manage our integrated customer service request management system known as RVA311. This system serves as the central repository for public requests for non-emergency city services.
The current environment utilizes Avepoint Citizen Services and integrates with other City systems, including City’s Azure Entra ID/Active Directory; ESRI GIS services, Microsoft Biztalk and Trimble’s Cityworks system. Requests are received through multiple channels which currently include a public web portal (RVA311.com); RVA311 mobile apps; and an internal portal used by RVA311 Contact Center agents. The system routes received requests via custom workflows to appropriate internal service teams across the city.
The ideal candidate will collaborate with stakeholders, gather requirements, document processes, and understand key integrations as needed to build or optimize a growing portfolio of non-emergency service requests in support of the City’s mission to provide excellent customer service.
Duties include but are not limited to
Platform Management
- Experience configuring request management platforms such as JIRA, ZenDesk, ServiceNow, Avepoint Citizen Services or similar systems.
- Manage new and existing user administration across multiple environments (Development, Stage and Production) utilizing City’s Azure Active Directory.
- Analysis for and development, configuration, and testing of new or existing service requests and workflows using conditional logic-based tools within platform.
- Optimize global platform configurations, coordinate scheduled platform upgrades and maintenance; provide release notes, training, and support to end-users; assist in troubleshooting user issues as needed.
- Ensure CSR business and operational needs are satisfied, and optimum usability and user experience are always maintained.
- Elicit and document business requirements related to new or existing request development.
- Assist partner teams with project-oriented changes for integrated systems.
- Translate business requirements to reliable functional requirements for project teams if needed.
- Develop process maps, workflows, and documentation to illustrate business processes as needed.
- Assist in documenting and performing user acceptance testing (UAT) as needed to ensure smooth platform upgrades or system integrations.
- Perform troubleshooting and root cause analysis to Identify and help resolve user or system issues.
- Communicate status, risks, schedule, etc. to leadership, stakeholders and users as needed.
- Develop and deliver training for end users in person or remotely to ensure effective use of systems.
- Solicit details and develop processes that promote accountability from service delivery teams around the audit and maintenance of FAQs for service requests available within the core platform.
- Improve training and operational procedures where needed to increase efficiency and productivity.
- Create and maintain comprehensive documentation for system changes, processes, and workflows.
- Document and communicate to public via available channels, enhancements and upgrades designed to improve customer experience.
Knowledge, Skills, and Abilities
- Detail-oriented analytical and problem-solving skills are a must.
- Proficiency with business analysis tools and techniques.
- Strong knowledge of User Interface (UI) and User Experience (UX) principles for web-based and mobile applications.
- Excellent communication and interpersonal skills with technical and non-technical stakeholders and users.
- Knowledge of relational data concepts and system integration a plus.
- Ability to manage multiple stakeholder needs, competing priorities and tasks simultaneously
- Bachelor's degree in related field or equivalent experience
- 3-5 years of experience as a Platform Manager, Business Systems Analyst or similar role
- Strong knowledge of cloud-based contact center solutions, VoIP, and related technologies
- Familiarity with software development lifecycle (SDLC) and agile methodologies
- Relevant certifications (e.g., Cisco Certified Specialist, Webex Contact Center, Business Analyst Certifications) a plus
- Experience working with system integrations and APIs is a plus
- Experience with business process modeling, data analysis, and project management.
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV .
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
