Information Technology Business/Technical Analyst I (CRM)

The Information Technology Business/Technical Analyst I is an experienced, senior-level technical or business specialist. Incumbent has primary responsibility for Business or Technical Analysis on multiple systems at the College-wide or District-wide level. The Information Technology Business/Technical Analyst I is primarily responsible for first line functional and/or technical support of designated business areas. The Information Technology Business/Technical Analyst I operates with routine oversight.

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Operations (including security, performance, problem resolution, and budgets): 

• Business Analyst – Primary responsibility for business analysis at college-wide or district level.
• Technical Analyst – Primary responsibility for analysis, development, and maintenance of technical applications that support college-wide or district-wide level functions. This includes but not limited to the ERM (enterprise resource management system – ERM).
• Be able to research, set-up, and configure system functionality per existing, created, or delivered documentation on any system that supports the District.
• Primary focus to provide business analyst and/or technical analyst support for one or more similar systems or business areas (such as multiple modules in a functional domain and/or an interface that supports the primary focus).
• Secondary focus is assist in research, configuration, setup, and/or development of specific modules across functional domains and across multiple technical platforms.
• Business Analyst – May maintain multiple functional applications and/or multiple servers for one or more similar systems and/or related functional area.
• Technical Analyst – Performs installation and patching of software for development and production assigned systems.
• Technical Analyst – Analyzes and resolves technical issues.
• Works with vendor to resolve problems.
• Provides vendor with enhancement requests.
• Creates scripted procedures and/or programming to automate support functions.
• Monitors performance, availability, and capacity of assigned functional applications.
• Performs analysis, application and migration of patches to the assigned functional applications, both in development and production.
• Maintains relevant technical documentation for District Information Technology.
• Conducts internal and external research to gather data and objectives/guidelines for organization-wide information systems.
• Conducts various types of analysis including alternative, business applications, cost benefit, data, feasibility, impact, technical and/or workflow processes.
• Advises on project and system feasibility.
• Monitors the service delivery of information systems and recommends needed changes or improvements.
• Conducts analysis using tools and techniques to address business application issues.
• Uses established industry methods and standards for conducting research, developing models, and performing statistical analysis.
• Develops business models.
• Designs and develops application.
• Supports development and production application environments per vendor standards.
• Analyzes, detects, and corrects technical problems and deficiencies.
• Supports production control and operational activities.
• Researches, identifies, and documents business and system requirements.
• Designs, codes, tests and implements pages and programs; creates timelines and documentation as needed.
• Translates and simplifies requirements for technical design.
• Creates functional requirements in use cases; coordinates requirements walk-through and sign-offs, verifies with user representatives/stakeholders that use cases and process models accurately portray specific business needs.
• Provides/develops technical documentation for existing and delivered system applications across functional domains.

Projects: 

• Participates in projects and provides task definitions and time estimates within assigned role.
• Performs project planning and management for small and medium sized projects and software patch cycles.
• Manages on-going priorities, schedules, and task completions.
• Provides development for multiple projects.

Organizational Support and Leadership: 

• Attends vendor training (off-site or web-based).
• Assists and provides coverage for other Information Technology staff in similar roles.
• Maintains knowledge and provides advice in the business areas supported.
• Evaluate potential software solutions, including off-the-shelf and open source components, and the system architecture to ensure that they meet business requirements.
• Leads functional business process re-engineering teams and continuous improvement efforts.
• Acts as liaison between Information Technology departments and customer business units.

Strategy: 

• Researches vendor sites for technical information/updates, new product updates, and future trends.
• Participates in long-range Information Technology planning and related cost analysis within assigned area.
• Following established plans, implements system architectures, policies, and procedures, additions, replacements, upgrades, or retirement of computer, network, database management or application systems.
• Performs related duties as required.

The Department maintains a focus on 1. Data Quality: Ensure the quality and integrity of data within the Salesforce / CRM systems. This could involve cleaning data, deduplicating records, and implementing data governance practices. 2. User Management: Work with customers to gather information on business processes and procedures. 3. Change Management: Manage the change process when implementing new CRM features or systems. This could involve communicating changes, managing resistance, and ensuring smooth transitions. 4. Backlog Management: The CRM BA will help manage and prioritize the product backlog effectively, ensuring that the team is always working on the highest value features. 5. Understanding of Agile/Scrum Principles: A CRM BA will apply these principles in the context of CRM projects and have experience participating in Scrum rituals such as daily stand-ups, sprint planning, sprint reviews, and retrospectives. 6. Product Management: Work with product managers to define product strategy, prioritize features, and make decisions based on customer needs and market trends. 7. UI/UX: Design and develop customer centric solutions leveraging UI / UX and accessibility best practices.

REQ00097