IT Business Analyst Senior at City of Boulder

Its a great time to join the City of Boulder!Application Deadline:November 28 2025Compensation Details:Full Pay Range85155.20 - 126505.60Generally the hiring range is from the minimum up to 80% of the is a full-time salaried position.Scheduled Weekly Hours:40Benefit Eligibility Group:Non Union (30 Hours)Locate the Benefit Eligibility Group value on the Employee Benefit Eligibility document to identify the benefits offered for this job.Job Description Summary:This is a three-year fixed-term position beginning January 1 2026.Under general supervision the Senior Business Analyst supports the design analysis and implementation of customer-facing business processes and digital service solutions for the Citys Customer Experience (CX) Transformation Program. This position serves as a strategic liaison between business stakeholders technology teams and vendors to ensure that workflows system requirements and product configurations align with organizational goals user needs and future-state service delivery models. The role applies human-centered design principles customer journey insights and service design methods to ensure business processes and technology solutions improve equity usability and customer experience outcomes.Job Description:ESSENTIAL DUTIES AND RESPONSIBILITIES Leads business process discovery documentation and redesign using human-centered design and service design methods.Facilitates workshops interviews journey mapping sessions and co-design activities with internal stakeholders and community users.Translates customer and staff insights into business requirements user stories acceptance criteria and configuration specifications.Develops service blueprints journey maps personas and future-state experience models to inform technology and process decisions.Advises on best practices for human-centered process design usability accessibility and customer experience standards.Partners with departments to ensure redesigned processes reflect policy constraints customer equity needs and operational realities.Supports configuration and testing of CRM and digital experience platforms including workflow logic UI/UX considerations and service intake design.Validates that system changes support intended customer experience improvements through testing prototyping and feedback loops.Collaborates with change management communications and training teams to ensure new processes are understandable learnable and adopted.Creates documentation visuals and artifacts that support user orientation service transparency and long-term operational sustainability.Mentors junior analysts in human-centered design and process analysis methodologies.Performs related duties as required.MINIMUM QUALIFICATIONSAbility to apply human-centered design journey mapping and co-design techniques to process and system improvements.Ability to engage diverse users and staff in structured discovery ideation and testing activities.Ability to analyze complex business problems and translate them into clear actionable requirements.Ability to organize document and present technical operational and customer experience information clearly.Knowledge of service design tools such as journey maps personas service blueprints wireframes or prototype tools.Knowledge of human-centered design principles (HCD Design Thinking).Skill in facilitation requirements elicitation user research and collaborative design.Skill in business process modeling tools.Ability to plan and conduct usability testing prototype reviews and iterative validation cycles.Have and maintain acceptable background information including criminal conviction history.PREFERRED QUALIFICATIONSKnowledge of enterprise CRM case management workflow or digital service platforms.Knowledge of public-sector customer service operations (permitting licensing 311 service centers etc.).Skill in CRM or digital experience platform configuration especially for customer intake forms workflows and omni-channel service requests.REQUIRED EDUCATION AND EXPERIENCEBachelors degree in Business Information Systems Human-Centered Design Public Administration or related field; or equivalent of eight (8) years related experience may substitute for the education requirement only.Four (4) years of experience performing business analysis for enterprise software projects or digital service transformation programs.Experience conducting user research journey mapping or human-centered process design activities.Experience developing business requirements process maps and configuration documentation for a CRM ERP or similar enterprise platform.SUPERVISIONSupervision Received: Senior Project Manager Customer ExperienceSupervision Exercised: NoneWORKING CONDITIONS AND REQUIREMENTSPhysical and mental effort:Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in vision or other powers of observation that permits the employee to review evaluate and prepare a variety of written documents and manual dexterity that permits the employee to operate computer equipment and other office personal mobility and physical reflexes which permits the employee to work in an office setting as well as the ability to walk on uneven surfaces and sometimes difficult terrain. Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard.Work environment:Ability to work under stress from demanding deadlines public contact and changing priorities and conditions. Upper body strength to lift and carry supplies and primarily in a clean comfortable in a setting subject to continuous interruptions and background noises.Machines and equipment used: Frequently uses standard office equipment including personal computers and telephones.Additional Job Description:Last update: November 2025The City of Boulder is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected statute. For individuals with disabilities who would like to request an accommodation please send a request to Required Experience:IC Key Skills Accounting Software,Anti Money Laundering,Fashion Retail,Accounts Reconciliation,CMS,Design And Estimation Employment Type : Full-Time Experience: years Vacancy: 1