City of Charlotte→
Business Systems Analyst at City of Charlotte in Charlotte, NC
Skills
Job Description
Close Date: Friday, May 22, 2026 12:00 AM
Department: Innovation and Technology Department
Salary: $75,471.00 - $94,339.00 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.
Our guiding principles include:
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
Acts as a liaison between the business/end users and IT systems development teams for business needs requiring IT based solutions.
Position Summary
Acts as a strategic liaison between business stakeholders/end users and IT systems development teams to deliver scalable, secure, and efficient technology solutions aligned with business objectives. Leads end-to-end business analysis efforts for initiatives requiring IT-based solutions, ensuring alignment between operational needs, customer expectations, and enterprise technology strategy.
Key Responsibilities
Business & Technical Analysis
Partner with business units, customers, and cross-functional stakeholders to identify, analyze, and document business needs requiring IT-based solutions.
Conduct comprehensive requirements gathering sessions, workshops, and stakeholder interviews to define scope, objectives, risks, constraints, and success criteria.
Translate complex business requirements into detailed functional and non-functional application requirements, including use cases, user stories, data flows, and acceptance criteria.
Research and document relationships between application components, including end users, business processes, data, integrations, applications, infrastructure, and devices.
Perform gap analysis to identify inefficiencies, redundancies, risks, and opportunities for optimization across systems and workflows.
Develop recommendations for process improvements and technology solutions, including automation, system enhancements, and alternative uses of existing platforms.
Process Mapping & Workflow Optimization
Lead process mapping initiatives, documenting current-state (“as-is”) workflows using industry-standard methodologies (e.g., diagrams & flowcharts).
Analyze processes such as incident management to: Identify
bottlenecks and delays
Assess system and user dependencies and define
root causes of inefficiencies
Design and document future-state (“to-be”) processes aligned with business objectives and IT governance standards.
Define system requirements based on optimized workflows and validate alignment with stakeholders.
Ensure future-state processes are operationally feasible and supported by appropriate change management strategies.
User Interface (UI) & User Experience (UX) Integration
Ensure solutions incorporate sound UI and UX principles to improve usability, efficiency, and user adoption.
User Interface (UI) – the visual and interactive layer of the system:
Dashboard design and KPI visualization
Structured and user-friendly data entry forms
Logical navigation architecture
Clear system alerts, confirmations, and error messaging
User Experience (UX) – the overall usability and effectiveness of the system:
Streamlining workflows to reduce unnecessary clicks and manual steps
Improving workflow efficiency through automation and intelligent system configuration
Enhancing usability through intuitive design and user testing
Implementing accessibility improvements to meet inclusive design standards
Stakeholder & Customer Engagement
Build, develop, and maintain strong, trust-based relationships with internal customers, business leaders, and external partners.
Serve as a trusted advisor by developing a deep understanding of stakeholders’ operational models, pain points, strategic goals, and regulatory requirements.
Facilitate cross-functional collaboration between business, IT, vendors, and leadership to ensure consistent application of policies, standards, and governance.
Manage stakeholder expectations through transparent communication, structured updates, and proactive issue resolution.
Validate proposed solutions and future-state processes with stakeholders to ensure alignment, usability, and adoption readiness.
Support change management efforts by preparing documentation, training materials, and communication plans to ensure successful implementation.
Minimum Qualifications
Education:
High School diploma or equivalent and three (3) years of relevant experience.
OR associate degree and 1 year of relevant experience.
OR bachelor’s degree with some prior experience required.
or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.
Knowledge, Skills, and Abilities
Strong analytical and critical-thinking skills with the ability to synthesize complex information into actionable insights.
Excellent written and verbal communication skills, with a high level of professional integrity and accountability.
Demonstrated ability to understand and collaborate with related disciplines to ensure consistent application of enterprise policies and technology standards.
Experience leading and motivating cross-functional, interdisciplinary teams in matrixed environments.
Proven stakeholder relationship management and customer engagement skills.
Experience with contract and vendor negotiations, including managed services oversight.
Experience managing budgets, forecasting technology expenses, and tracking financial performance.
Knowledge of Technology Asset Management, including IT Asset Management (ITAM) tools and ITIL Change Control processes.
Experience performing business process analysis to identify gaps, overlaps, inefficiencies, and risks within existing operations.
Ability to design and implement new processes and recommend sustainable improvements to existing workflows.
Strong interpersonal skills necessary to establish and maintain effective working relationships across all organizational levels.
Ability to meet schedules, deadlines, and contractual timelines, including contract creation and renewals.
CONDITIONS OF EMPLOYMENT
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.
Our culture is to serve the community honorably.
HOW TO APPLY
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.
For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.
The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.
BENEFITS
The City of Charlotte provides a comprehensive benefits package to eligible employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.