Business Analyst

The NYC311 program manages, enhances and supports the City of New York's incident-oriented Customer Service Management System (CSMS). CSMS is used to provide many vital functions, which are essential in supporting the City's response to crises, and more commonly other urgent matters such as serving the public and handling all requests for government and non-emergency services, connecting residents, business owners, and visitors with the information and people who can help them best.


NYC311 is an established program with a regular team structure and release cadence. Work is planned quarterly, and a dedicated team supports the application handling break fix, enhancements and maintenance work. The 311 team works closely with other NYC Agencies to implement new features.


CSMS' workstreams include the Call Center, Online Portal, SMS/Text and mobile application


The Business Analyst will be responsible for capturing business requirements for 311 CSMS because of enhancements and defect fixes among other things. Responsibilities include eliciting, understanding, and documenting business requirements, translating those requirements into functional requirements, verifying that the application matches those requirements, and ensuring that the application meets end user expectations.


TASKS:
• Provide Subject Matter Expertise in Microsoft Dynamics CRM.
• Understand the business needs, elicit and document business requirements
• Conceptualize and design best-practice solutions that leverage product and industry knowledge, as directed by requirements.
• Communicate requirements and designs to business, development, testing and training teams; manage updates.
• Provide insight into designs, verify test conditions and assist with User Acceptance Testing and Demonstrations.
• Validate that the application fulfils requirements and meets end user expectations.
• Manage defect triage during internal and external testing events.
• Develop and maintain any additional supplemental documentation, artifacts and deliverables generated in the Analysis & Design phase, as dictated by OTI's project/product methodologies, standards and guidelines.
• Work with project managers, product managers and product owners to obtain consensus and signoff on requirements deliverables.


MANDATORY SKILLS/EXPERIENCE Note: Candidates who do not have mandatory skills will not be considered
• Minimum 8 years of relevant experience working with Microsoft Dynamics CRM.
• Experience developing requirements for multi-channel solution (ex. CRM application, online Portal, native Mobile Apps (iOS, Android).
• Deep know-how and proven record of Microsoft Dynamics CRM implementation life-cycle (participated in at least two implementations).
• Strong knowledge of Microsoft Dynamics CRM concepts (i.e. Configuration, Customization, Workflow, Integration etc.).
• Experience developing and employing functional project artifacts (Solution Designs, Use Cases, User Stories, Requirements Definitions, Process Definitions, User interface Design).
• Experience working with formal SDLCs, business analysis methodologies and major project management methodologies (Agile, Waterfall, etc.).
• Excellent oral and written communication/soft skills and the ability to clearly articulate to all project members and stakeholders; must be a team player who works well with technical and non-technical resources.
• Experience using SDLC management systems (like Azure DevOps) to capture and document requirements.
• Proficient computer user with experience using standard project tools including Microsoft Project, Excel and PowerPoint.
• Proven experience in defining requirements for solutions in multiple-entity environments (multiple agencies, business partners, etc.).
• Ability to take the initiative, be a decisive decision-maker and show confidence in decisions made.
• Ability to take strategic direction from executive management and participate in strategic planning activities throughout the lifetime of the project.
• Ability to see tasks through to completion without significant guidance.


DESIRABLE SKILLS/EXPERIENCE:
• Experience with Power Pages (Microsoft Dynamics Portal).
• Experience in performing Analysis and Design on large systems integration projects with multiple organizations.
• Experience with cloud-based CRM solutions.
• Strong writing skills.
• Microsoft Dynamics CRM certification(s).
• Team player who works well with technical and non-technical resources.
• Should be organized and good at managing deliverables, meeting notes, presentations and other documentation/communications.
• Knowledge of NYC Government culture.