Business Systems Analyst - RVA 311

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.

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.

Project Leadership/Requirements Analysis:

• 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.

Documentation & Training:

• 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. 

• 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.

Salary : $70,122 - $109,963