[Hiring] Business Services Analyst @City of Durham

Role Description

This role supports the administration, maintenance, and monitoring of the department’s technology systems. Responsibilities include:

• Managing system roles and user groups
• Overseeing daily and overnight batch processes
• Troubleshooting issues
• Supporting system updates and testing
• Providing technical assistance

The position serves as backup to and reports to the System Administrator. The role requires applying established criteria to resolve technical and operational problems, make recommendations, and ensure work complies with policies, procedures, and regulatory requirements.

Devoted to providing technical support, administration, and maintenance/management of a department’s technology systems and equipment, including:

• User/technical support
• Data/database management
• Data extraction/analysis

Position is responsible for:

• Researching, compiling, and analyzing information
• Preparing reports
• Managing programs and/or processes
• Assessing programs and performing quality control
• Consulting with management and other staff
• Performing special projects
• Serving as a liaison to other City departments, vendors, or external customers
• Analyzing operational processes and recommending improvements
• Developing performance measures
• Developing and updating business plans
• Assisting with strategic planning

As assigned, an incumbent may serve as a lead worker, assigning work and monitoring work completion or supervising paraprofessional and/or support staff including:

• Conducting performance evaluations
• Coordinating training
• Implementing disciplinary action

Qualifications

• Bachelor’s degree or equivalent in computer science, information technology, or directly related field
• Two years of professional experience in an area related to assignment

Requirements

• Administer technology systems, including user access, configuration, and performance monitoring
• Oversee and troubleshoot scheduled daily and overnight batch processes, including vendor file processing and issue resolution
• Participate in system testing for updates, patches, and enhancements
• Research, compile, analyze, and report program and operational data; maintain records, manuals, contracts, and related documentation
• Develop and maintain databases and system tools; ensure data accuracy and compliance
• Assess operational processes, perform quality control, recommend improvements, and assist with strategic planning and performance measure development
• Serve as a liaison to internal departments, vendors, and external agencies; provide consultation, training, and program support
• Coordinate or lead special projects and outreach activities
• As assigned, provide lead-worker oversight or supervise support staff, including training and performance monitoring
• May require third-shift oversight to manage and resolve issues with scheduled processes
• Administers programs including evaluating program performance; performs quality control; develops performance measures; recommends improvements; assists with strategic planning; and ensures compliance with applicable regulations, policies, and procedures
• Coordinates the preparation of, and prepares, maintains, reviews, and/or submits policy, operational, financial, and related reports, records, user guides manuals, contracts, agreements
• Designs and manages databases and systems; researches, analyzes, compiles, extracts, digitizes, and/or reviews data
• Reviews work and the work of others for accuracy, completeness and compliance with contracts and applicable regulations, policies, and procedures
• Collaborates with, and serves as a liaison to, City management and departments, vendors, and/or external agencies
• Attends meetings to provide consultation and professional assistance
• Coordinates public outreach; conducts site visits and/or investigations, as assigned
• Develops and delivers training, as assigned; and promotes programs and other department operations
• Position may require third shift oversight of scheduled processes, and actions to quickly and accurately resolve issues surrounding said processes
• Performs other duties of a similar nature and level as assigned

Benefits

• Hiring Range: $68,038.00 - $86,763.00
• Hours/Schedule: 8:00 AM – 5:00 PM (Subject to rotating overnight shift)