Business Systems Analyst - RVA 311
Apply NowCompany: City of Richmond, VA
Location: Richmond, VA 23223
Description:
Salary : $70,122.00 - $109,963.00 Annually
Location : 730 East Broad Street, VA
Job Type: Full-Time Permanent
Job Number: 73M00000038
Department: Citizen Service & Response
Opening Date: 03/07/2025
Closing Date: 4/6/2025 11:59 PM Eastern
Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
The Department of Citizen Service and Response is seeking a skilled Business Systems Analyst - RVA 311 with strong UX experience and experience working with configurable request management systems (e.g. RockSolid, JIRA, ZenDesk, etc.) to manage our integrated customer service request management system known as RVA311. This system serves as the central repository for public requests for non-emergency city services.
The current environment utilizes Avepoint Citizen Services and integrates with other City systems, including City's Azure Entra ID/Active Directory; ESRI GIS services, Microsoft Biztalk and Trimble's Cityworks system. Requests are received through multiple channels which currently include a public web portal (RVA311.com); RVA311 mobile apps; and an internal portal used by RVA311 Contact Center agents. The system routes received requests via custom workflows to appropriate internal service teams across the city.
The ideal candidate will collaborate with stakeholders, gather requirements, document processes, and understand key integrations as needed to build or optimize a growing portfolio of non-emergency service requests in support of the City's mission to provide excellent customer service.
Duties include but are not limited to
Platform Management:
Project Leadership/Requirements Analysis:
Documentation & Training:
Qualifications, Special Certifications and Licenses
Knowledge, Skills, and Abilities
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
01
10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?
02
5-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?
03
Which best describes your experience level with customizable request management solutions?
04
Which best describes the scope of your project experience in business systems analysis, leading discovery efforts, documenting requirements and evaluating or proposing solutions?
05
How much experience do you have training end-users and preparing user-facing documentation, help guides or FAQs on system use?
06
Do you have experience developing custom forms or pages using rules-based logic?
07
Which best describes your experience designing or optimizing user experience (UX) for a public facing website and/or mobile application.
08
Are you currently a City Employee?
09
Describe in detail how your previous experience directly relates to duties of this role.
Required Question
Location : 730 East Broad Street, VA
Job Type: Full-Time Permanent
Job Number: 73M00000038
Department: Citizen Service & Response
Opening Date: 03/07/2025
Closing Date: 4/6/2025 11:59 PM Eastern
Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- Tuition Assistance Program
The Department of Citizen Service and Response is seeking a skilled Business Systems Analyst - RVA 311 with strong UX experience and experience working with configurable request management systems (e.g. RockSolid, JIRA, ZenDesk, etc.) to manage our integrated customer service request management system known as RVA311. This system serves as the central repository for public requests for non-emergency city services.
The current environment utilizes Avepoint Citizen Services and integrates with other City systems, including City's Azure Entra ID/Active Directory; ESRI GIS services, Microsoft Biztalk and Trimble's Cityworks system. Requests are received through multiple channels which currently include a public web portal (RVA311.com); RVA311 mobile apps; and an internal portal used by RVA311 Contact Center agents. The system routes received requests via custom workflows to appropriate internal service teams across the city.
The ideal candidate will collaborate with stakeholders, gather requirements, document processes, and understand key integrations as needed to build or optimize a growing portfolio of non-emergency service requests in support of the City's mission to provide excellent customer service.
Duties include but are not limited to
Platform Management:
- Experience configuring request management platforms such as JIRA, ZenDesk, ServiceNow, Avepoint Citizen Services or similar systems.
- Manage new and existing user administration across multiple environments (Development, Stage and Production) utilizing City's Azure Active Directory.
- Analysis for and development, configuration, and testing of new or existing service requests and workflows using conditional logic-based tools within platform.
- Optimize global platform configurations, coordinate scheduled platform upgrades and maintenance; provide release notes, training, and support to end-users; assist in troubleshooting user issues as needed.
- Ensure CSR business and operational needs are satisfied, and optimum usability and user experience are always maintained.
Project Leadership/Requirements Analysis:
- Elicit and document business requirements related to new or existing request development.
- Assist partner teams with project-oriented changes for integrated systems.
- Translate business requirements to reliable functional requirements for project teams if needed.
- Develop process maps, workflows, and documentation to illustrate business processes as needed.
- Assist in documenting and performing user acceptance testing (UAT) as needed to ensure smooth platform upgrades or system integrations.
- Perform troubleshooting and root cause analysis to Identify and help resolve user or system issues.
- Communicate status, risks, schedule, etc. to leadership, stakeholders and users as needed.
Documentation & Training:
- Develop and deliver training for end users in person or remotely to ensure effective use of systems.
- Solicit details and develop processes that promote accountability from service delivery teams around the audit and maintenance of FAQs for service requests available within the core platform.
- Improve training and operational procedures where needed to increase efficiency and productivity.
- Create and maintain comprehensive documentation for system changes, processes, and workflows.
- Document and communicate to public via available channels, enhancements and upgrades designed to improve customer experience.
Qualifications, Special Certifications and Licenses
Knowledge, Skills, and Abilities
- Detail-oriented analytical and problem-solving skills are a must.
- Proficiency with business analysis tools and techniques.
- Strong knowledge of User Interface (UI) and User Experience (UX) principles for web-based and mobile applications.
- Excellent communication and interpersonal skills with technical and non-technical stakeholders and users.
- Knowledge of relational data concepts and system integration a plus.
- Ability to manage multiple stakeholder needs, competing priorities and tasks simultaneously
- Bachelor's degree in related field or equivalent experience
- 3-5 years of experience as a Platform Manager, Business Systems Analyst or similar role
- Strong knowledge of cloud-based contact center solutions, VoIP, and related technologies
- Familiarity with software development lifecycle (SDLC) and agile methodologies
- Relevant certifications (e.g., Cisco Certified Specialist, Webex Contact Center, Business Analyst Certifications) a plus
- Experience working with system integrations and APIs is a plus
- Experience with business process modeling, data analysis, and project management.
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
01
10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?
- Yes
- No
02
5-point veteran's must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?
- Yes
- No
03
Which best describes your experience level with customizable request management solutions?
- None - I have never used formal request management applications
- Limited - I have used them to receive and complete requests
- Intermediate - I have done some user and/or system administration
- Advanced - I have been a system owner, configuring new forms, rules, workflows, etc.
04
Which best describes the scope of your project experience in business systems analysis, leading discovery efforts, documenting requirements and evaluating or proposing solutions?
- Limited - mostly documenting requirements to handoff to others
- Proficient - participation in discovery sessions; documentation of requirements
- Intermediate - schedule and lead discovery, elicit and document requirements from stakeholders
- Advanced - full project cycle - from discovery, documentation, aligning requirements to solutions, testing, implementation and training
- No experience
05
How much experience do you have training end-users and preparing user-facing documentation, help guides or FAQs on system use?
- No experience
- One to three years of experience
- Four to five years of experience
- Five years or more of experience
06
Do you have experience developing custom forms or pages using rules-based logic?
- Yes
- No
07
Which best describes your experience designing or optimizing user experience (UX) for a public facing website and/or mobile application.
- No experience
- One to three years of experience
- Four to five years of experience
- Five years or more of experience
08
Are you currently a City Employee?
- Yes
- No
09
Describe in detail how your previous experience directly relates to duties of this role.
Required Question