Business Systems Analyst - RVA 311

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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
• Tuition Assistance Program

The Department of Citizen Service and Responseis seeking a skilled Business Systems Analyst RVA 311with 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 nonemergency city services.

The current environment utilizes Avepoint Citizen Services and integrates with other City systems including Citys Azure Entra ID/Active Directory; ESRI GIS services Microsoft Biztalk and Trimbles Cityworks system. Requests are received through multiple channels which currently include a public web portal (RVA311; 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 nonemergency service requests in support of the Citys 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 Citys Azure Active Directory.
• Analysis for and development configuration and testing of new or existing service requests and workflows using conditional logicbased tools within platform.
• Optimize global platform configurations coordinate scheduled platform upgrades and maintenance; provide release notes training and support to endusers; 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 projectoriented 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.

Knowledge Skills and Abilities

• Detailoriented analytical and problemsolving skills are a must.
• Proficiency with business analysis tools and techniques.
• Strong knowledge of User Interface (UI) and User Experience (UX) principles for webbased and mobile applications.
• Excellent communication and interpersonal skills with technical and nontechnical stakeholders and users.
• Knowledge of relational data concepts and system integration a plus.
• Ability to manage multiple stakeholder needs competing priorities and tasks simultaneously

• Bachelors degree in related field or equivalent experience
• 35 years of experience as a Platform Manager Business Systems Analyst or similar role
• Strong knowledge of cloudbased 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.

Equal Employment Opportunity Statement

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 .

This policy applies to all terms and conditions of employment including recruitment hiring placement promotion termination layoff transfer leaves of absence compensation and training.

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