Business Systems Analyst

City of Charlotte; United States; Hybrid; USD 77,000 - 111,000; Full time

Job summary

City of Charlotte is seeking a Business Systems Analyst to support and optimize the Cityworks application and related systems. The role collaborates with multiple departments to translate requirements into functional configurations and ensure data accuracy.

The position focuses on Cityworks environments, data management, and process improvements, with on-site and hybrid work options in Charlotte, NC. Strong IT experience in public-sector settings is preferred.

Qualifications

• Minimum qualifications include a high school diploma or equivalent with related work experience; or a 2-year college degree with related experience; or a Bachelor's degree or equivalent.
• Preferred knowledge includes Cityworks AMS/PLL with configuration and troubleshooting, and strong IT background.
• Experience in municipal/public sector environments is highly valued.
• Excellent communication and ability to translate business needs into system configurations.

Responsibilities

• Manage, configure, and maintain Cityworks environments, including upgrades and patches.
• Provide user support and optimize workflows across Cityworks instances.
• Create process documentation, data flows, and use cases for solution design.
• Collaborate with IT and vendors on system upgrades and new features.
• Deliver training and presentations on system updates and best practices.

Skills

Strong problem-solving

Effective communication

Ability to translate business needs

Team collaboration

Independent work

Education

Bachelor's degree or equivalent

2-year college degree + related experience

High School diploma + related experience

Tools

Cityworks AMS

Cityworks PLL

Esri ArcGIS

Cloud platforms

Job description

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

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.

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.

BENEFITS

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

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

Our City, Our Mission

When you join the City of Charlotte, you become part of Team Charlotte — a dedicated group of professionals working together to make a meaningful impact on our community and its future. The City of Charlotte has more than 8,000 employees working across 19 departments to serve close to 1 million residents. From public safety and clean water to transportation, housing and an international airport, our teams deliver essential services to keep Charlotte connected, safe and empowered with opportunity for all. As public servants, we are guided by a clear mission: to be committed to exceptional service every day. No matter the department or role, every team member plays a part in helping our city grow, thrive and meet the needs of those who rely on us. We are a values‑driven organization, working collaboratively, acting with integrity and delivering reliable results. We embrace a forward‑thinking mindset, encouraging curiosity, innovation and continuous improvement.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

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.