IT Systems Analyst

IT Systems Analyst

This position is responsible for bridging business needs with technical solutions, ensuring that systems are efficient, secure, and aligned with organizational goals. This role collaborates with department stakeholders and the external IT service provider to understand operational needs and business processes to design, implement and maintain software and technology solutions. The position also supports the creation of standard operating procedures, end-user training, and technology adoption initiatives across the City. Working alongside the IT service provider (ITSP), the IT Systems Analyst serves as the internal owner of the city's IT function. This is not a help desk role — the city's external ITSP handles remote ticket resolution and infrastructure management. This position works above and alongside that provider: directing the vendor relationship, establishing proactive maintenance and communication standards, and managing hardware and software systems.

Because of the small number of City employees, each staff member is expected to perform a wide range of office and field duties as may be required from time to time.

Essential Duties and Responsibilities

General Duties

• Manage the external IT service provider (ITSP) relationship and ensure City staff receive timely and meaningful customer service.
• Work closely with ITSP to plan, develop, and execute system upgrades, integrations, and new deployments.
• Analyze existing IT systems, vendor contracts, and support workflows to identify gaps, inefficiencies and opportunities for improvement.
• Research, evaluate, and recommend new and emerging technologies, software applications, and system enhancements to improve operations, service delivery, security, and efficiency.
• Gather and document business and technical requirements from stakeholders to support new system implementation.
• Responsible for coordination of all technology projects.
• Provide cost-benefit analysis for systems and computing infrastructure upgrades to ensure financial feasibility.
• Manage relationships with software providers ensuring contract terms are met.
• Gather and report on various IT statistics.

Special Projects

• Support and assist with annual update of the replacement planning and cost recovery models for City equipment.
• Prepares and presents staff reports and recommendations to department heads, the City Manager, City Council and the public.
• Monitor and analyze new and upcoming technology standards affecting the City ensuring systems comply with industry standards, security policies, and regulatory requirements.
• Participate in or lead cross-department teams and citywide projects, as assigned.

Other Responsibilities

• Responds to inquiries and prepares correspondence and/or presentations for internal and external stakeholders.
• May serve as staff on a variety of committees.
• Performs other duties as assigned that support the overall objective of the position and needs of the organization.

Qualifications

Knowledge

• Standard business platforms including Microsoft productivity software, servers and workstations.
• Strong working knowledge of MS 365 environment (email, OneDrive, SharePoint, Teams).
• Project Management principles and practices.
• Enterprise business applications, including ERP, finance, HR/payroll, permitting, document management systems.
• Security best practices.
• IT policy development and administration: familiarity with drafting, maintaining, and communicating IT and security policies in a public sector or similarly regulated environment.

Skills and Abilities

• Ability to analyze application functionality, configurations, and workflows to identify issues and improvement opportunities.
• Ability to translate complex or opaque vendor relationships and technical processes into clear documentation and policy that non-technical staff and leadership can understand and act on.
• Provide technical and policy expertise to management including preparing analyses and reports.
• Meeting schedules and timelines by prioritizing and managing multiple tasks effectively in a fast-paced environment.
• Customer service orientation with the ability to communicate professionally, maintain confidentiality, and represent the City in a positive and courteous manner.
• Strong written and verbal communication skills, with attention to grammar, spelling and professional tone.
• Ability to interact with users and staff in non-technical, clear terms.
• Ability to work independently with limited direction.
• Ability to proactively identify and resolve technology issues before they affect staff productivity, rather than waiting for tickets or reported problems.

Education and Experience:

• The position typically requires bachelor's degree in information technology, computer science, information systems, or closely related field AND,
• Five to seven years of IT experience that includes work with database concepts, application support, systems design, networking, PC troubleshooting, user support, and Microsoft Office applications preferably in a governmental or similar environment,
• An equivalent combination of education, experience and/or training that demonstrates the required knowledge, skills, and abilities may be considered.
• Experience managing software accounts and license administration across multiple platforms in a small- to mid-size organization is preferred.
• Experience with SQL Server or similar relational database environments is preferred.
• Experience working alongside or directing a managed IT service provider (ITSP/MSP) is preferred.
• Experience developing, updating, or administering IT and security policies, preferably in a public sector setting, is preferred.

Licenses and Certificates

• May require a valid driver's license.
• Must be able to pass a criminal history background check.
• Relevant certifications are a plus and may include CompTIA Security+, CompTIA A+ or Network+, Microsoft MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), or AZ-900 (Azure Fundamentals). Certifications are not required and equivalent hands-on experience is equally valued.

Additional Information

• Work Environment – Work performed will primarily take place indoors in an office environment.
• Hours of Work – City Hall working hours are typically 8:30 a.m.-5:00 p.m. This position requires you to be available for evening hours to attend or present in-person at City Council meetings as needed, or attend in-person, evening or weekend meetings when necessary. Occasional after-hours availability may also be required for scheduled maintenance windows, urgent system issues, or planned upgrades coordinated with the external IT provider.

Other Items and Advantages of Working for the City of Kenmore

• This position is eligible for healthcare benefits, retirement plans, paid holidays, vacation, sick leave and more!
• The City does not participate in Social Security and participates in a 401(a) retirement plan in lieu of Social Security.
• Kenmore is located on the northshore of Lake Washington and has over seven miles of waterfront along the lake and the Sammamish River.
• Kenmore is a first-ring suburb of Seattle and is equi-distant to downtown Seattle, downtown Bellevue, Microsoft headquarters in Redmond, and Boeing and Paine Field in Everett.
• City Hall is in the heart of Kenmore's downtown and is within walking distance of many local businesses, restaurants and parks!