Business Analyst

Community Development Department (Permitting System Software Operations Analyst and Knowledge Management Analyst)

The Community Development Department is seeking to fill two Business Analyst positions through this recruitment. One position is expected to be assigned primarily to permitting System Software operations, and one position is expected to be assigned primarily to Knowledge Management. The resulting eligible list may be used to fill either assignment based on departmental needs and candidate qualifications.

The Community Development Department (CDD) consists of three divisions: Planning, Building, and Housing and Community Services. The Department guides the ongoing physical development of the community, which includes long range land use planning, review of new development proposals and construction to ensure that it conforms to the standards of the City and State and ensures the provision of affordable housing with the City of Santa Clara. The delivery of high-quality professional services, including the enhancement and streamlining of the development permit process, and forging partnerships to provide housing services to lower income members of the community, are primary objectives of the Department.

The Community Development Department's technology landscape, particularly through the use of the Accela Civic Platform, continues to expand rapidly, increasing the complexity and volume of system operations. At the same time, the Department's growing use of technology and increasingly complex business processes require stronger documentation, improved access to institutional knowledge, and better tools for sharing information across teams. These positions are intended to coordinate closely to ensure knowledge is accessible, organized, and useful for technical teams, end users, and business partners.

Under the supervision of the Management Analyst, this position performs professional analytical work in support of departmental systems, business processes, and operational improvements; gathers and documents business requirements, workflows, procedures, and user needs; develops and maintains documentation, training materials, and reference resources; supports end users and stakeholders; coordinates with department staff, City departments, Information Technology staff, project staff, and vendors; communicates system and process changes; supports training and user adoption; monitors and helps resolve operational issues; and promotes effective service delivery, process improvement, and knowledge sharing.

Permitting System Software Operations Analyst

This assignment will focus on supporting the day-to-day operation, end-user support, troubleshooting and enhancement of the Accela platform and related tools.

• Provide ongoing technical support for all Community Development software systems and programs; including but not limited to, Accela Civic Platform, Accela Mobile App, SolarAPP+, inspections-related business needs, Simple Permits, and various other technologies, features, and integrations as adopted.
• Assist end-users with technical problems, including login issues, refund processing and other system-support needs.
• Assist in the preparation of business requirements documentation for system enhancements, operational improvements, and technology changes.
• Coordinate with various city departments to ensure system changes are communicated and implemented effectively.
• Coordinate with the Business Analyst - Knowledge Management to maintain and update the Accela Knowledge Base (AKB) with articles, guidance, and instructional resources.
• Train staff on new system functionalities, updates, and business process changes.
• Monitor system performance and work with the Management Analyst, IT staff, or vendors regarding upgrades, fixes, or improvements.
• Document and escalate complex issues to the Management Analyst and appropriate project staff or vendors.
• Stay current with new technologies and business processes and offer solutions within Accela where applicable.

Knowledge Management Analyst

This assignment will focus on improving how the Department captures, organizes, shares, and uses institutional and operational knowledge.

• Develop and maintain content for the Accela Knowledge Base and other knowledge platforms, ensuring accuracy, relevance, consistency, and accessibility.
• Implement and enforce content governance practices and documentation standards.
• Collaborate with subject matter experts to gather and document institutional knowledge related to technology platforms, business processes, workflows, and system configurations.
• Design and implement new knowledge management systems, structures, or practices to support emerging technologies and evolving business processes.
• Audit and update knowledge base content regularly to ensure it reflects current processes and technological changes.
• Train staff on the effective use of knowledge management tools and processes, and promote a culture of knowledge sharing and collaboration.
• Monitor and evaluate knowledge base usage and feedback to improve content organization, accessibility, and usefulness.
• Ensure knowledge is accessible and well organized for technical teams, end users, and business partners.
• Coordinate with the Accela Operations assignment to ensure operational changes, lessons learned, and new system functionality are translated into clear, usable documentation.

• Strong ability to learn new systems, technologies, and business processes quickly.
• Experience with software implementation, support, or enhancement.
• Experience developing, organizing, maintaining, or improving documentation, business process materials, or knowledge resources.
• Ability to capture, organize, and communicate information clearly for a variety of users and stakeholders.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Ability to work collaboratively with multiple departments and stakeholders.
• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills

• Ability and willingness to learn.

Additional Desirable Qualifications:

For Permitting System Software Operations: Experience supporting, administering, implementing, enhancing, or troubleshooting the Accela Civic Platform or a similar permitting management system and preparing business requirements documentation.

For Knowledge Management: Experience with knowledge management practices, content governance and management, and knowledge base or documentation platforms.

Applications must be filled out completely (e.g. do not write "see resume, NA, or personnel file."). To receive consideration for the screening process, candidates must submit a 1) Cover Letter, 2) Resume, and 3) completed Supplemental Questionnaire. Incomplete applications will not be considered. Application packets may be submitted online through the "Apply Now" feature on the job announcement at Applications must be submitted by the filing deadline of Wednesday June 17 , 2026 at 4:00 PM.

The annual salary range for this position is $122,680.20 - $156,716.76. This position may be filled at or near the minimum of the salary range.