Business Systems Analyst

Department: Innovation and Technology Department Salary: $77,358.00 - $111,201.54 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

The Business Systems Analyst plays a critical role in supporting, maintaining, and optimizing the City’s Cityworks application and related systems. This position works closely with departments across the organization to analyze business processes, translate requirements into effective system configurations, enhance workflows, ensure data accuracy, and support end-users. The analyst also collaborates with IT teams and vendors to ensure stable, efficient, and scalable system operations.

Key Responsibilities

Cityworks Systems Management
• Manage, configure, and maintain Cityworks environments, including upgrades, patches, and environment-specific support.
• Provide user support, troubleshoot issues, and optimize workflows across all Cityworks instances.
• Maintain strong data accuracy and adhere to established procedures for data entry and review.
• Utilize ticketing tools such as Avanti Neuron and JIRA for support and issue resolution.

Stakeholder Engagement & Process Improvement
• Analyze departmental processes, permit workflows, and operations to identify opportunities for improvement.
• Gather, document, and translate business requirements into functional specifications for Cityworks.
• Recommend system enhancements and process improvements aligned with business goals and regulatory standards.
• Create process documentation, data flow diagrams, and use cases to support solution design.

Collaboration & Communication
• Partner with IT teams, business units, and vendors to support strategic planning, system upgrades, and technology initiatives.
• Document system configurations, workflows, and standards to promote consistency and transparency.
• Participate in project meetings and user acceptance testing for new features and enhancements.
• Deliver training, documentation, and presentations to communicate system updates and best practices.
• Build strong working relationships to ensure Cityworks solutions meet stakeholder needs.

Business Documentation & Training
• Develop and maintain user guides, process maps, technical documentation, and training materials.
• Support knowledge-sharing and cross-department collaboration on system functionality and best practices.

Reporting & Data Management
• Create ad-hoc SQL queries and reports that support business decision-making.
• Support development and maintenance of SSRS reports and dashboards, including data validation and dataset updates.
• Prepare data exports and ensure data completeness and accuracy using Microsoft and other analytical tools.

Minimum Qualifications
•High School Graduate or Equivalent and three  (3) years of related work experience
 OR
 2 Year College Degree and one (1) years of related work experience
 OR
 Bachelor's Level Degree or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.

Preferred Skills & Knowledge

Hands-on experience with Cityworks AMS and/or PLL, including configuration and troubleshooting.
• Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent experience.
• Minimum of 5 years of professional IT experience.
• Strong problem-solving skills and ability to work independently.
• Effective communication skills with both technical and non-technical stakeholders.
• Ability to translate business needs into functional requirements and system configurations.
• Ability to recommend technology or process improvements that impact multiple departments.
• On-site availability at least 2 days per week.
• Knowledge of integration points across Cityworks and adherence to established procedures.
• Experience in municipal, utility, or public-sector environments.
• Familiarity with Esri ArcGIS or other GIS technologies related to Cityworks.
• Experience with cloud platforms or cloud-based application environments.

• Understanding of systems software development and hardware compatibility.
• Experience with enterprise asset management systems.
• Ability to manage multiple complex systems and work with cross-functional teams.
• Proficiency in scripting or lower-level programming languages.

 Location
Charlotte, North Carolina (Hybrid Schedule; On-site minimum of 2 days per week)

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.