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Position Description This position is currently restricted to City of Minneapolis Employees that currently work in the Information Technology Department Provide business analysis and business process analysis for funded projects. This position is located within the Information Technology Department. This role has been created to support the Customer Support and Relations (ServiceDesk and Deskside) division with troubleshooting, coordinating complex requests and support of the City's Service Desk operations. Additionally, this position will lead efforts in ITIL processes, coordinating and leading Service Request, Change, Problem and Incident, and working with peers on continuous process improvements. Work Location This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office. Job Duties and Responsibilities * Assist with the development, debugging, enhancement, and/or replacement of application systems and business process by conferring with technical and non- technical personnel to draft 'as is' and 'to be' business process workflows. * Perform gap analysis to discover what is needed to move from 'as is' to 'to be' business process workflows. * Using customer inputs, define and document project scope, issues, and business requirements, and determine the business rules that impact the project. * Assist business management teams in developing improved business processes by identifying possible business solutions through best practices research and collaboration with software vendors. * Perform impact analysis to assess the process, systems, and organizational impacts of business process changes and recommend a course of action. * Serve as contact and liaison between process coordinators and technical staff including BIS, vendors, and contractors. * Plan, organize, prioritize, and coordinate all aspects of assigned analysis projects to ensure that they stay on schedule and are completed per agreed upon business requirements. * Provide daily coordination and monitoring of tasks and activities through verbal and written communication to developers, DBA's, vendors, stakeholders, and other members of the project team. * Lead multi department/division team meetings and ensure that mission critical project information is obtained and communicated in a consistent, efficient, and effective manner. * Produce documentation on assigned projects, including timelines, milestones, action items, and person responsible, assumptions, meeting minutes, status reports, etc. * Based on job assignment research and troubleshoot issues, evaluate risks associated with proposed solutions, and identify and recommend a course of action for the resolution of issues pertaining to business processes, and applications. * Provide follow up remediation though end user training, handing off technical fix issues to technical resources, and presenting business solutions to business managers. * Escalate or reassign issues to other team staff as appropriate. * Assess software application configuration needs and assign to business analyst I as appropriate. * Define business acceptance criteria and write quality test plans and use cases. * Supervise the simulated testing of the 'to be' to ensure that they meet customer requirements and expectations. * Prepare initial user guides and procedures. * Lead all activities of the Service Desk service request team - coordinating various work activities and supporting the customer. * Recommend and establish processes and supporting tools, and lead and coordinate ITIL processes such a Change, Incident, Request and Problem management. * Support and engage in organizational change management and user adoption activities. WORKING CONDITIONS: Normal Office Setting Required Qualifications Minimum Qualifications: Bachelor's degree in computer science, Business or Public Administration or equivalent Minimum Experience: Three years of in-depth usiness process documentation, gap analysis, requirements gathering, business process engineering and business process project work coordination experience or a combination of related skills and experience. Equivalency An equivalent combination of education and experience closely related to the duties of the position MAY be considered. Selection Process The selection process will consist of one or more of the following steps: a rating of relevant education and experience and/or an oral examination (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process. Background Check The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Union Representation This position is represented by a collective bargaining agreement between the City ofMinneapolis and the(MPEA). Eligible List Statement The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire one month after it has been established. Interview Selection The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position. Knowledge, Skills and Abilities * Knowledge of and the ability to perform business process documentation, gap analysis, requirements gathering, business process engineering and business process project work. * Ability to perform business processing modeling and engineering, and solutions development for customers. * Ability to critically examine program, processes, and request for service in light of the mission and priorities of the customer department and City-wide goals. * Knowledge of and the ability to perform business process documentation, gap analysis, requirements gathering, business process engineering and business process project work. * Good knowledge of modern office software including Word, Excel, PowerPoint, and Access, Visio, and knowledge of enterprise information systems. * Ability to perform business processing modeling and engineering, and solutions development for customers. * Strong interpersonal skills, and good verbal and written communications skills. * Ability to write detailed procedures. * Knowledge of ServiceNow and ITIL processes for business tracking. As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a... For full info follow application link. The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.