Business Relationship Analyst

Central Piedmont Community College; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Central Piedmont Community College is seeking a Business Relationship Analyst to support operational relationship management and service alignment across divisions. The role acts as a liaison between operational stakeholders and enterprise teams, ensuring needs are understood, documented, and aligned with priorities.

The ideal candidate will collaborate with Service Management, the PMO, and product/platform teams, gather requirements, coordinate workflows, and contribute to continuous

Qualifications

• Strong verbal, written and documentation skills.
• Experience documenting needs, supporting process coordination, or assisting with service improvement.
• Experience communicating with stakeholders and documenting operational requirements.

Responsibilities

• Collaborate with operational divisions and enterprise teams to understand service needs and improvement opportunities.
• Support stakeholder engagement by facilitating communication and gathering feedback.
• Assist with operational intake processes, workflow coordination, and service alignment activities.
• Help assess requests to ensure alignment with service offerings and institutional priorities.
• Support service improvement initiatives by identifying recurring challenges and gaps.
• Assist with gathering and documenting operational requirements and process flows.
• Support reporting and analysis related to service delivery and performance.
• Participate in operational readiness and change coordination activities.

Skills

Stakeholder engagement

Documentation

Analytical thinking

Project coordination

Operational coordination

Education

Associate degree in business administration / related field

Bachelor’s degree preferred

Tools

ServiceNow

TeamDynamix

Jira Service Management

Job description

The Business Relationship Analyst supports operational relationship management, service alignment, stakeholder engagement, and continuous improvement efforts across operational divisions.

This role serves as a liaison between operational stakeholders and enterprise operational teams, helping support service delivery coordination, workflow alignment, operational intake processes, and service improvement initiatives. The analyst works closely with Service Management, the Project Management Office (PMO), operational teams, and product or platform teams to help ensure operational needs are understood, documented, communicated, and aligned with institutional priorities and enterprise service management practices.

• · Collaborates with operational divisions and enterprise operational teams to understand service needs, operational challenges, and improvement opportunities
• · Supports stakeholder engagement efforts by facilitating communication, gathering feedback, and documenting operational requirements and priorities
• · Assists with operational intake processes, workflow coordination, and service alignment activities
• · Helps assess requests and initiatives to ensure alignment with existing service offerings, operational standards, and institutional priorities
• · Supports service improvement initiatives by identifying recurring operational challenges, workflow inefficiencies, and service gaps
• · Collaborates with Service Management to support service catalog alignment, workflow documentation, and operational consistency efforts
• · Assists with gathering and documenting operational requirements, process flows, service impacts, and stakeholder feedback
• · Supports reporting and analysis activities related to service delivery, operational performance, stakeholder engagement, and continuous improvement efforts
• · Participates in operational readiness, change coordination, and communication efforts related to projects and service initiatives
• · Collaborates with the PMO, operational teams, and product/platform teams to support coordinated planning and service delivery efforts
• · Helps maintain operational documentation, service information, and stakeholder communication materials
• · Supports continuous improvement efforts focused on operational efficiency, customer experience, and institutional alignment
• · Performs other duties as assigned

• · Associate degree from an accredited institution in business administration, information systems, communications, organizational development, operations management, or a related field.
• · Two years of experience in business relationship support, customer support, service delivery, operational coordination, business analysis, project coordination, or related support functions.
• · Demonstrated experience communicating with stakeholders, documenting needs, supporting process coordination, or assisting with service improvement efforts.
• · ITIL v4 Foundation certification required within nine months of hire.

Preferred Qualifications

• · Bachelor’s degree from an accredited institution in business administration, information systems, communications, organizational development, operations management, or a related field.
• · Four or more years of experience supporting business relationship management, service delivery, operational coordination, business analysis, project coordination, or stakeholder engagement.
• · Experience working in an enterprise service management, higher education, public sector, or similarly complex operational environment.
• · Experience supporting intake processes, requirements gathering, workflow documentation, stakeholder communications, or service improvement initiatives.
• · Familiarity with enterprise service management, project management, workflow, or reporting platforms such as ServiceNow, TeamDynamix, Jira Service Management, or similar tools.
• · Business Relationship Management Professional (BRMP), ITIL, business analysis, project management, or process improvement certification.

Business Relationship and Stakeholder Support

• · Understanding of business relationship management principles, stakeholder engagement practices, and cross-functional coordination.
• · Ability to build and maintain positive working relationships with operational teams, service areas, and business stakeholders.
• · Ability to listen to stakeholder needs, document concerns, clarify expectations, and support follow-through.
• · Ability to support alignment between operational needs, service delivery practices, and institutional priorities.

Service Management and Operational Coordination

• · Familiarity with enterprise service management principles, including service intake, request management, service catalog support, knowledge management, and change coordination.
• · Ability to support workflow documentation, process mapping, operational intake, triage, escalation, and service improvement activities.
• · Understanding of how service delivery, operational workflows, project intake, and customer experience connect across an institution.
• · Ability to identify recurring service gaps, process issues, stakeholder concerns, and opportunities for improvement.

Communication, Documentation, and Analysis

• · Strong verbal, written, interpersonal, and documentation skills.
• · Ability to gather and document business needs, operational requirements, process information, stakeholder feedback, and service impacts.
• · Ability to prepare clear summaries, reports, meeting notes, stakeholder updates, and process documentation.
• · Strong analytical and problem-solving skills with the ability to review information, identify patterns, and recommend practical next steps.

Collaboration and Customer Experience

• · Strong customer service orientation with a focus on improving the experience of students, faculty, staff, and operational partners.
• · Ability to collaborate with Service Management, the Project Management Office, operational teams, product/platform teams, and stakeholders.
• · Ability to support conversations involving competing priorities, service expectations, dependencies, and operational impacts.
• · Ability to maintain professionalism, transparency, and follow-through in a fast-moving operational environment.

Organization and Technology Tools

• · Strong organizational and time management skills with the ability to manage multiple priorities, requests, follow-up items, and documentation needs.
• · Familiarity with enterprise service management, project management, workflow, reporting, or collaboration platforms.
• · Ability to maintain accurate records, support reporting activities, and contribute to continuous improvement efforts.
• · Ability to work independently while following team standards, service management methodology, and institutional priorities.

Working Conditions:

• · Typical office environment