Business Process Analyst 3

Schedule: Full-time

This position serves as a lead business analyst for the Office of Information Technology (OIT) Enterprise Shared Solutions (ESS) eLicense Professional Licensure Service (eLicense Ohio) service and teams. Requires extensive knowledge of information technology, business systems analysis and design, requirements analysis. Requires extensive knowledge of the boards and commissions, professional and occupational licensing, licensure processes. This position is a lead worker delegating and overseeing the activities of peer and lower-level Business Process Analysts, contract Business Analysts and other staff assigned to the service areas and operations.

Job duties include:

Independently working and/or leading a team of peer and lower-level Business Process Analysts, contract Business Analysts or other staff:

Capture, Document and Analyze Requirements – gathers and analyzes information from stakeholders, business owners, customers, and management for implementation of eLicense Ohio and/or other IT solutions as needed. Identifies, documents, and analyzes business requirements. Creates business process flows and flowcharts. Analyzes, reviews, and recommends possible solutions to identified business problems thru the implementation of technical solutions. Prepares and oversees preparation of requirements documentation for System Integrator and/or Managed Services Provider developers.

Enhancement and Incident Prioritization – Triages and prioritizes customer enhancement and incident tickets. Reviews and categorizes tickets as incident or enhancement and assigns to lower-level Business Process Analysts, contract Business Analysts or other contract staff for development and resolution. Validates completeness and accuracy of tickets, gathering relevant facts and details. Captures and documents requirements for enhancements and change requests.

Customer and User Engagement - Establishes and maintains effective working relationships with licensing agencies, boards, and commissions utilizing the solutions; considers, evaluates, and provides advice to users regarding options, cost, feasibility, and time to completion for solution enhancements and/or projects. Provides support and training to new and existing customer agency users. Conducts demonstrations for current and prospective customers and stakeholders.

Release Management and Coordination - Coordinates release activities with stakeholders, management and operations team. Coordinates stakeholder acceptance testing, managing stakeholder expectations, setting schedules, documenting and communicating results to ensure successful releases. Creates test plans and executes test cases and documents and communicates results. Interacts with stakeholders to assess feedback and measure the acceptance of delivered solutions.

Administrative and Other Functions - Performs administrative functions including but not limited to planning, scheduling, and reporting on projects and activities for the service areas. Follows and researches proposed legislation to assess and determine potential impacts. Identifies opportunities for Enterprise Shared Solutions (ESS) to align and add value to DAS solutions, services, and operations. Solicits and coordinates with team members and stakeholders to develop service strategy and plans for current and future functionality. Other administrative functions as needed.

60 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.

-Or completion of associate core program in computer science, information systems, or business administration; 42 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.

-Or completion of undergraduate core program in computer science, information systems, or business administration; 36 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.

-Or equivalent of minimum class qualifications for employment noted above.

Job Skills: Information Technology

Knowledge

(1) Business systems analysis

(2) Oral and written communication tools and techniques

(3) Customer support and personal service

(4) Project management and lifecycle methodologies

(5) Requirements capture, documentation, and analysis

(6) Business process modeling methods and techniques

(7) Technical writing and documentation practices

(8) Extensive knowledge and understanding of professional and occupational licensing and licensure processes

(9) Understanding of boards and commissions structure and functions

(10) Salesforce platform

(11) Salesforce configuration - page layouts, creating objects, adding fields, security

(12) Document Management concepts

(13) User training & development

Skills

(14) Salesforce platform

(15) Salesforce reporting framework

(16) updating Salesforce roles/user profiles

(17) creating and modifying document templates

(18) reading comprehension

(19) assuring quality

(20) identifying and specifying business requirements

(21) operation analysis

(22) time management

(23) facilitating meetings

(24) troubleshooting

(25) critical thinking

(26) complex problem solving

(27) use of use of personal computer & associated hardware/software

Abilities

(28) Define problems

(29) Collect data

(30) Establish facts and draw valid conclusions

(31) Prepare meaningful, accurate and concise reports

(32) Stay abreast of current technologies in area of IT assigned

(33) Communicate effectively

(34) Manage multiple demands or tasks on projects