IT Business Analyst Senior

It’s a great time to join the City of Boulder!
** Final date to receive applications:
** January 22, 2026
** Compensation Details:
** Full Pay Range
91,977.Generally, the hiring range is from the minimum up to 80% of the range.

This is a full-time salaried position.
** Scheduled Weekly

Hours:

** 40
* * Benefit Eligibility Group:
** Non Union (30+ Hours)
Locate the Benefit Eligibility Group value on the  document to identify the benefits offered for this job.
** Job Description

Summary:

** This is a three-year fixed-term position beginning January 1, 2026.
Under general supervision, the Senior Business Analyst supports the design, analysis, and implementation of customer-facing business processes and digital service solutions for the City’s Customer Experience (CX) Transformation Program. This position serves as a strategic liaison between business stakeholders, technology teams, and vendors to ensure that workflows, system requirements, and product configurations align with organizational goals, user needs, and future-state service delivery models.

The role applies human-centered design principles, customer journey insights, and service design methods to ensure business processes and technology solutions improve equity, usability, and customer experience outcomes.
*
* Job Description:

**** ESSENTIAL DUTIES AND RESPONSIBILITIES*
* * Leads business process discovery, documentation, and redesign using human-centered design and service design methods.
* Facilitates workshops, interviews, journey mapping sessions, and co-design activities with internal stakeholders and community users.
* Translates customer and staff insights into business requirements, user stories, acceptance criteria, and configuration specifications.
* Develops service blueprints, journey maps, personas, and future-state experience models to inform technology and process decisions.
* Advises on best practices for human-centered process design, usability, accessibility, and customer experience standards.
* Partners with departments to ensure redesigned processes reflect policy constraints, customer equity needs, and operational realities.
* Supports configuration and testing of CRM and digital experience platforms, including workflow logic, UI/UX considerations, and service intake design.
* Validates that system changes support intended customer experience improvements through testing, prototyping, and feedback loops.
* Collaborates with change management, communications, and training teams to ensure new processes are understandable, learnable, and adopted.
* Creates documentation, visuals, and artifacts that support user orientation, service transparency, and long-term operational sustainability.
* Mentors junior analysts in human-centered design and process analysis methodologies.
* Performs related duties as required.
** MINIMUM QUALIFICATIONS
*** Ability to apply human-centered design, journey mapping, and co-design techniques to process and system improvements.
* Ability to engage diverse users and staff in structured discovery, ideation, and testing activities.
* Ability to analyze complex business problems and translate them into clear, actionable requirements.
* Ability to organize, document, and present technical, operational, and customer experience information clearly.
* Knowledge of service design tools such as journey maps, personas, service blueprints, wireframes, or prototype tools.
* Knowledge of human-centered design principles (HCD, Design Thinking).
* Skill in facilitation, requirements elicitation, user research, and collaborative design.
* Skill in business process modeling tools.
* Ability to plan and conduct usability testing, prototype reviews, and iterative validation cycles.
* Have and maintain acceptable background information, including criminal conviction history.
** PREFERRED QUALIFICATIONS
*** Knowledge of enterprise CRM, case management, workflow, or digital service platforms.
* Knowledge of public-sector customer service operations (permitting, licensing, 311, service centers, etc.).
* Skill in CRM or digital experience platform configuration, especially for customer intake forms, workflows, and omni-channel service requests.
** REQUIRED…