Business Process Analyst

City of Cleveland; Cleveland (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

The City of Cleveland is seeking a Business Process Analyst to drive technology and operational improvements across Public Works. You will work with GIS, data staff, City IT, and field teams to translate needs into requirements, analyze data, and support deployments of Power Platform and Microsoft 365 solutions.

You’ll lead process mapping, KPI development, and documentation, while ensuring alignment with city priorities.

Qualifications

• Bachelor’s Degree in Business related field from an accredited college.
• Three years of full-time paid experience in business analytics, requirements analysis, or business process analysis.
• Experience with project management methods and process improvement tools (Lean Six Sigma preferred).
• Valid State of Ohio driver’s license.

Responsibilities

• Conduct business process and workflow analysis and develop current-state and future-state maps.
• Engage stakeholders to understand workflows, service needs, and improvement opportunities.
• Document requirements to support technology initiatives and operational improvements.
• Coordinate projects, including vendor evaluation, procurement support, testing, and training.
• Collect and analyze data; develop performance measures, reports, and dashboards.
• Develop or configure Microsoft Power Platform/365 solutions and dashboards.
• Collaborate with GIS, data, technology, and operations staff on cross-functional initiatives.
• Support standardization, change management, and adoption of new processes.
• Prepare presentations, guides, and training materials to communicate recommendations.

Skills

Power BI

Power Apps

Power Automate

Power Pages

Forms

SharePoint

Teams

Microsoft 365

Education

Bachelor's degree in Business/Operations

Tools

Power Platform

ERP/CRM systems

Business Objects/Cognos (preferred)

Job description

Business Process Analyst

Position Overview

The Department of Public Works is seeking a Business Process Analyst to support technology and operational improvement initiatives across the department. This position reports to the Public Works Technology & Operations Manager and works collaboratively with Public Works divisions, GIS and data staff, City IT, vendors, and other internal and external stakeholders.

The successful candidate will work at the intersection of business operations, technology, data analytics, process improvement, and project implementation. The position will engage divisional leadership, supervisors, office staff, and field personnel to understand how work is performed, identify operational needs and gaps, translate those needs into business and functional requirements, analyze data, recommend solutions, and support technology implementations.

This role is intended for an analytical, solutions-oriented professional who can take initiative, work independently, and exercise sound judgment while remaining alignedwith established departmental priorities, governance, and direction. The successful candidate should be able to move beyond routine reporting or task completion to identify issues, evaluate their impact, and make sound recommendations for improvement.

Oversees business process and workflow analysis by completing and managing process improvement activities within a function that will have a significant impact on cost, service, and forecast accuracy. Manages the scope of improvements and resource requirements. Escalates issues regarding service and timelines. Creates performance metrics for programs. Facilitates communication across many functional groups to ensure collaboration and efficiency. Supports and advises on standardization and streamlining of processes wherever possible and appropriate in line with best managements practices to ensure accuracy and completeness of the process and procedural and technical documentation. Assists in the roll-out of key business initiatives by meeting with stakeholders as well as reviewing and documenting business and functional requirements. Also manages the periodic review of planning parameters to balance customer service, product, employee, and financial objectives. Identifies issues/inconsistencies that impact the quality and integrity of services delivered, makes recommendations to correct issues, and manages the solutions to the issues. Ensures that all business and service requirements are fully defined and measured. Collaborates with managers/supervisors on internal measurements of performance. Facilitates ongoing performance review meetings with management teams to review metrics in regards to success. Creates and/or revises processes and associated documentation including process flows/modeling, procedural guides, SIPOC models, RACIs, schematics, templates, diagrams, and charts. Assists in preparation for system deployments including pre-requisite process and policy changes, change management, data preparation, and user training. Continuously reviews forecasts to understand how trends and/or projections will affect future business needs. Recommends new policies and/or policy changes as needed to maintain clear expectations amongst stakeholders. Collects and analyzes data to identify root cause of problems. Delivers presentations and training courses including measurement, analysis, improvement, and control. Performs cost and benefit analyses. Assists business office personnel and program/financial managers with the review and evaluation of end-to-end business processes/systems and in the development of associated process improvement recommendations. Develops ad-hoc reports and analyses in response to business unit requests. Performs other job-related duties as required.

Bachelor’s Degree in Business specializing in Operations Management, Business Administration, Quantitative Analysis, Finance, or Business-related field from an accredited four-year college or university required.

Three years of full-time paid experience in one or more of the following: Business analytics (use of data, statistical and quantitative analysis, explanatory and predictive modeling, and fact-based management to drive decision making and analytical problem solving), business, requirements analysis and solution design, and business process analysis and redesign. As part of the three years, must have documented experience with project management methodologies, process improvement tools, such as Lean Six Sigma, or statistics as well as experience in the implementation of business process mapping and charting software and documentation management process as well as business requirements definition and management in support of IT initiatives. (Substitution: One year of any equivalent combination of education, training and experience may substitute for each year of college education lacking.)

Valid State of Ohio Driver’s License required.

Experience utilizing an enterprise reporting tool, such as Business Objects or Cognos, to extract and analyze data from corporate information systems is preferred.

Key Responsibilities

• Conduct business process and workflow analysis and develop current-state and future-state process maps, requirements, procedures, and supporting documentation.
• Engage managers, supervisors, office staff, and field personnel to understand operational workflows, technology usage, service needs, pain points, and opportunities for improvement.
• Gather, document, validate, and translate business and functional requirements to support technology initiatives and operational improvements.
• Support project coordination and implementation activities, including vendor evaluation and vetting, procurement support, requirements management, system configuration, testing, data preparation, deployment, documentation, and end-user training.
• Collect, analyze, and interpret operational and business data; develop performance measures, reports, and dashboards; identify trends, root causes, and opportunities; and provide actionable recommendations.
• Develop or substantially configure Microsoft Power Platform and Microsoft 365 solutions, which may include Power BI reports and dashboards, Power Apps, Power Automate workflows, Power Pages, Forms, SharePoint/Lists, and Teams-based solutions.
• Collaborate with GIS, data, technology, and operational staff on cross-functional initiatives where business processes, location-based information, enterprise systems, and analytics intersect.
• Support process standardization, continuous improvement, change management, and adoption of new or revised technology and business processes across Public Works.
• Prepare presentations, procedural guides, training materials, process documentation, and other materials needed to communicate recommendations and support implementation.
• Assist with cost-benefit analysis, performance evaluation, and ongoing review of implemented solutions to determine whether intended operational and service outcomes are being achieved.

Preferred Experience and Capabilities

• Hands-on experience utilizing Microsoft Power Platform and Microsoft 365 tools to analyze data, develop reports and dashboards, automate business processes, and support operational decision-making. Experience may include Power BI, Power Apps, Power Automate, Power Pages, Forms, SharePoint/Lists, and Teams. Experience with every listed tool is not required.
• Experience with enterprise work order management, asset management, fleet management, ERP, CRM, or similar operational or enterprise information systems.
• Experience supporting technology implementations, business requirements definition, process mapping, project coordination, system configuration, testing, documentation, change management, and/or user training.
• Experience working directly with operational stakeholders and end users to evaluate workflows and translate business needs into practical technology or process solutions.
• Public-sector or municipal experience is beneficial but not required.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.