Business Systems Analyst

charlottenc; United States; On-site; USD 77,000 - 111,000; Full time

Job summary

The City of Charlotte is seeking a Business Systems Analyst to support, maintain, and optimize Cityworks and related systems. You will analyze business processes, translate requirements into configurations, enhance workflows, ensure data accuracy, and support end-users across departments.

You will collaborate with IT teams and vendors for stable, scalable operations. Responsibilities include managing Cityworks environments, stakeholder engagement, documentation, and reporting.

Qualifications

• High School diploma and 3+ years of related work experience or 2-year college degree with 1+ year experience.
• Bachelor's level degree or equivalent combination of education and relevant experience.
• Experience with Cityworks AMS and/or PLL preferred.

Responsibilities

• Cityworks Systems Management: manage, configure, and maintain Cityworks environments and perform upgrades and patches.
• Stakeholder Engagement & Process Improvement: analyze processes and translate requirements into functional specs for Cityworks.
• Collaboration & Communication: partner with IT teams, vendors, and business units on upgrades and initiatives.
• Business Documentation & Training: develop user guides, process maps, and training materials.
• Reporting & Data Management: create SQL queries and SSRS reports; ensure data quality.

Skills

Analytical thinking

Problem solving

Communication skills

Independent work

Stakeholder management

Education

Bachelor's degree in Computer Science/IT or related field

Associate degree or equivalent in related field

Tools

SQL

SSRS

Cityworks AMS

Cityworks PLL

ArcGIS

JIRA

Avanti Neuron

Job description

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.

Guiding Principles

• 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 a