Business Analyst Coordinator at Charlottenc

Date Opened: Wednesday, September 24, 2025 12:00 AM

Close Date: Saturday, October 04, 2025 12:00 AM

Department: Charlotte Water Department

Salary: $87,368.00 - $109,210.00 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

The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte Innovation & Technology department The Center for Digital Government named Charlotte one of the top five digital cities in the nation. The City of Charlotte Innovation & Technology department (I&T) provides executive-level leadership, delivers technology services to city departments and partner agencies, and coordinates information technology initiatives across the organization to support, enhance and advance citizen service delivery. Charlotte Water Technology is a division of the I&T Department and directly supports Charlotte Water.

As an application expert on the Utilities Management System (UMS) support team, the Business Analyst (BA) Coordinator provides configuration management, consultative user support, application data analysis, business process improvement, and analytical support for enterprise applications. The core applications currently supported are the Hansen Banner customer information system and the self-service web portal for water, sewer, and storm water utility services. The BA Coordinator leads aspects of daily operational support and guidance to users at various locations. The position may supervise activities of other BAs during select projects and will conduct other tasks as specified by UMS program leaders.

The salary for this position is $98,289/yr. - $109,209/yr. commensurate with experience

ESSENTIAL JOB FUNCTIONS:   

• Function as the customer information system meter reading and billing rate SME.

• Conduct usage and system problem analysis and resolution. Document and coordinate implementation of the problem resolution with internal and external technical resources.

• Interface with end users on existing business processes and design for new business processes to be translated and written into detailed functional requirements and solution designs.

• Build and maintain a detailed understanding of field service and back-office business processes, system functionality, and related requirements. Document and train staff on the use of the system to adhere to documented processes. Write user guides and work aids.

• Identify user information requirements and develop ad-hoc SQL queries for analysis and translate results into custom report specifications.

• Provide user training, mentoring, and technical application support of enterprise applications at various locations.

• Interface with department stakeholders and end users to define needs, communicate technology changes, and fulfill technology support requests.

• Conduct application testing in a highly collaborative environment. Document test results and communicate results to vendor and technical resources for corrections. Coordinate implementation of tested enhancements and defect corrections.

• Coordinate technology efforts and serve as a liaison for various business departments.

• Perform related work as required.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Principles and practices of business analysis and business process improvement

• Principles of business process management

• System life cycles and systems development

• Department, section, and team goals and objectives

• Information technology best practices, standards, and terminology

• Principles of robust software testing approaches

Skill in:

• Analysis and troubleshooting of an integrated software application

• Troubleshooting application issues using SQL query tools and MS Excel, to prove a hypothesis

• Writing and executing structured test cases

• Writing functional and technical requirements for both real-time and batch application interfaces

• Interpersonal skills necessary to develop and maintain effective and appropriate working relationships

• Small group leadership

• Organization and time management

• Delivering group and one-on-one training

Ability to:

• Respond in person to address field service issues and requests, as needed

• Form and define technical requirements, based upon business requirements

• Research, develop, and document technical design specifications

• Read and interpret project plans and schedules

• Communicate technical topics to all levels of technology users

• Devise procedures to solve moderately complex information systems problems

• Support organizational goals and objectives

• Understand and carry out oral and written directions

• Review technical documents and templates and suggest revisions

• Plan for review of policies, procedures, and processes

MINIMUM QUALIFICATIONS

Required Education and Experience

• High School Graduate or Equivalent

• Seven (7) years of experience in business analysis, requirements definition, and information technology support

OR

• Bachelor degree from an accredited college or university in Information Technology, Computer Science

• Three (3) years of experience in business analysis, requirements definition, and information technology support

DESIRED QUALIFICATIONS

• Minimum of five years of utility billing system support

• Experience coordinating customer information system support functions

• Experience coordinating utility field service work order system support functions

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 [email protected].

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.

BENEEFITS

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.

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