Business Analyst (Senior Analyst)

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José.

About the Department

The City of San José is a place where we use civic technology to help our community thrive.

As the 10th largest city in the nation, the City manages a large set of services and assets. The City operates on a budget of $5 billion, with 7,000 employees serving 1+ million residents and 80,000 businesses in the heart of Silicon Valley.

Information Technology’s (IT) mission: Put powerful tools and information in the hands of people to unleash their brilliance in service to our community. IT enables that mission through business and infrastructure systems, cybersecurity, data management and analysis, productivity and collaboration tools, the San Jose 311 resident experience platform, data equity and privacy programs, and strategic planning. San Jose is powered by truly great people, a robust technology environment, and a strong sense of purpose.
We promote work-life integration and a focus on growth to bring out the best in our people. Come join us in making San Jose the most vibrant, equitable, sustainable, and innovative city in America!

You can visit the Information Technology Department website to learn more about us.

Position Duties

NOTE - The first review of applications was on Friday, October 11, 2024. We will have another round of review on Monday, December 2, 2024. Please submit your application by 11:59 p.m. (PST) on Friday, November 29, 2024, if you would like your application to be included in the first review. Candidates who pass the first application review round will be invited to interviews on the week of December 16, 2024.

The Information Technology Department is recruiting for a Business Analyst within the City Products-Projects-Portfolio Office (C3PO).

The Business Analyst will play a crucial role in analyzing and documenting business processes, identifying needs, and providing data-driven recommendations to improve the organization's efficiency and productivity.

The position will also lead and perform usability and accessibility work on digital service delivery analysis and/or improvement. This position will play a key role in ensuring new services are developed to bridge access, language, and ease of use barriers experienced disproportionately by underserved portions of our community.

If you are passionate about building amazing civic products, leading cross-functional teams in building features, re-engineering business processes, and having exceptional customer empathy, this position may be a superb fit for you!

Key duties may include but are not limited to:

• Leading user research on digital products by:
  • Identifying user and organizational needs through interviews, conversations, workshops/focus groups, and analytics research.
  • Building strong professional relationships with stakeholders to understand what is best for the users.

Designing user interface prototypes and journey mapping to improve resident and staff outcomes with digital services.Training and coaching City staff and creating documentation on standards for user-centered design approaches.Engaging internal and external customers to conduct usability testing to build meaningful products, services, and processes.Sustaining and improving customer satisfaction through quality customer support, continual system/user interface configuration improvement, and analysis and/or resolution of product issues. Performing omnichannel audits and/or assessments that provide actionable recommendations to improve accessibility and usability. Gather and analyze data from various sources to understand business needs and objectives.Work closely with stakeholders to define, document, and prioritize business requirements.Conduct a thorough analysis of current business processes, systems, and workflows.Identify opportunities for improvement and propose solutions to address business challenges.Develop detailed reports, diagrams, and presentations to communicate findings and recommendations to stakeholders.Collaborate with cross-functional teams to implement solutions and ensure alignment with business goals.Assist in the testing and validating of new systems, processes, or software tools. This position is currently funded through June 30, 2025, with the potential to extend based on resource availability.

Please note that the Business Analyst position is currently eligible for a hybrid telework schedule. The schedule for working remotely and onsite is subject to change.

Salary Information:The final candidate’s qualifications and experience shall determine the actual salary. In addition to the starting salary, employees in the Senior Analyst classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.

• Salary Range (including the 5% NPWI): $113,327.76 - $138,072.48

The Senior Analyst’s bargaining unit is the City Association of Management Personnel (CAMP).

Minimum Qualifications

Education: A Bachelor’s Degree from an accredited college or university.

Experience: Four (4) years of increasingly responsible experience in general management/administrative analytic work in the areas of budget, finance, grant administration, organizational analysis, general administration, human resources, or related fields in general analytical work.

Acceptable Substitutions: One (1) year of additional education above the Bachelor’s Degree level may be substituted for one (1) year of the required management/administrative analytic work.

Other Qualifications

Competencies

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history.

Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies, and federal and state rules and regulations.

The ideal candidate will also possess a combination of the following knowledge and experience:

• 2+ more years of experience with gathering information system requirements, technical analysis, and end-user training techniques is highly desirable.
• Experience in approaches to business process reengineering through business process automation.
• Experience with "As Is" and "To Be" information and business process modeling.
• Knowledge of project methodologies (Waterfall, Agile) is desirable.
• Ability to communicate functional business requirements to technical developers.
• Ability in business process modeling, gap analysis, and converting concepts into effective design.
• Demonstrates the technical understanding to work across teams to deliver and sustain products and services successfully; translate end user needs into technical/functional requirements; create functional solutions and integrations; and coordinate process redesign with business units to render superior customer experience and communication.
• Demonstrates success in enterprise-class product implementation, customer experience, and omnichannel solutions with multi-faceted features: website, web portals, online forms, chatbot, virtual agent, contact center, mobile app, analytics, social media interfaces, google map interfaces, etc.

Change Management - Demonstrates support for innovation and for organizational changes needed to improve the organization's effectiveness; facilitates the implementation and acceptance of change within the workplace.

Project Management - Ensures support for projects and implements agency goals and strategic objectives.

Analytical Thinking - Approaching a problem or situation by using a logical, systematic, sequential approach.

Problem Solving - Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Conflict Management - Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people, by presenting the facts, analysis, and conclusions or solutions that show command of content and perspectives and interests of the audience.

Leadership - Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational support and direction.

Teamwork & Interpersonal Skills - Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

Communication Skills - Effectively conveys information and expresses thoughts and facts clearly, orally, and in writing; demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts.

Selection Process:

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to all the job-specific questions. You must answer all questions to be considered, or your application may be deemed incomplete and withheld from further consideration. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews, one of which may include a practical/writing exercise.

If you have questions about the duties of these positions, the selection, or the hiring processes, please contact Tram Nguyen at tramt.nguyen@sanjoseca.gov.

Additional Information:

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email CityCareers@sanjoseca.gov and we will research the status of your application.

The City of San Jose offers a wide range of core health benefits including Medical, Dental, Vision, Employee Assistance Program, Life Insurance, Disability, and Savings Plans. Please visit the City's benefits pagefor detailed information on coverage, cost, and dependent coverage.

For information on the City’s Retirement Plan(pension for full-time employees), please visit the Office of Retirement Services website. You will be able to view information based on different Sworn/Federated job classification.

In additional to the benefits above, there is an additional perks siteto explore further benefits of working for the City of San Jose like paid leave, educational reimbursements, and holiday pay are specific to the job classification and union membership.

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• City of San Jose

• 408-535-1285

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