ATL311 Business Systems Analyst I

Position open until 10/23/2026

Salary Range $68,000 – $78,000 annually

General Description and Classification Standards

The Business System Analyst I is responsible for analyzing, documenting, and improving business processes across Department of Customer Service (DCS)/ATL311. This position partners with leadership and business units to understand operational workflows, identify opportunities for improvement, document current and future state processes, and recommend solutions that improve efficiency, service delivery, and the customer experience. The Business System Analyst I serves as the bridge between business operations and technology by ensuring business requirements are clearly documented and aligned with organizational goals.

Supervision Received

Works under general supervision. May work independently with responsibility for completion of assigned tasks.

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.    

• Analyze, document, and improve end-to-end business processes across ATL311, identifying gaps, risks, inefficiencies, and opportunities for improvement. 
• Develop and maintain process maps, workflow diagrams, customer journey maps, SOPs, and other process documentation.
• Partner with business units and cross-functional stakeholders to gather and document business requirements, operational needs, and customer impacts. 
• Facilitate stakeholder interviews, workshops, and process improvement sessions to identify opportunities for process standardization, automation, and improved service delivery. 
• Translate business needs into clear functional requirements for technology solutions, system enhancements, and operational improvements. 
• Analyze operational data, process metrics, and KPIs to identify trends, measure effectiveness, and support data-driven recommendations. 
• Collaborate with Technology & Projects, Workforce Management, Data & Analytics, and leadership to align business processes and technology solutions with operational needs. 
• Support change management, UAT, and implementation activities by documenting process changes, validating requirements, and communicating operational impacts. 
• Monitor implemented improvements to evaluate results and ensure processes and documentation remain current. 
• Recommends system improvements based on analysis and user feedback.
• Follows established procedures while identifying potential enhancements. 
• Provides input into system design and workflow changes.
• Provides subject matter guidance to end users. 
• Supports training and knowledge transfer activities.
• Acts as system support liaison when needed.
• Perform other related duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of business process analysis, process mapping, workflow documentation, customer journey mapping, requirements gathering, and continuous improvement methodologies. 
• Knowledge of organizational change management, business analysis, and process improvement practices such as Lean and Six Sigma. 
• Proficiency in Microsoft Office Suite and business collaboration tools, with skills in data analysis, reporting, technical writing, and documentation. 
• Ability to analyze complex business operations, identify inefficiencies and root causes, and recommend practical solutions to improve processes and service delivery. 
• Ability to build collaborative relationships, communicate effectively with technical and non-technical stakeholders, and facilitate meetings, workshops, and process improvement activities. 
• Ability to manage multiple projects and competing priorities, work independently, exercise sound judgment, and maintain accuracy and quality.

Minimum Qualifications

Education and Experience

• Bachelor's degree in Business Administration, Public Administration, Information Systems, Industrial Engineering, Organizational Development, or a related field. Three (3) years of experience in business process analysis, business analysis, operational improvement, project management, or a related field. 
• Experience documenting workflows, business requirements, and standard operating procedures.
• Equivalent combinations of education and experience may be considered.
• Familiarity with CRM/CMS systems (Amazon Connect or Microsoft Dynamics preferred). 
• Strong analytical and documentation skills.

Licensures and Certifications 

None

Preferred Requirements 

• Experience with customer journey mapping and customer experience (CX) initiatives. 

• Experience facilitating process improvement workshops. 
• Experience with Microsoft Visio, Lucidchart, Miro, or other process mapping software. 
• Lean Six Sigma Green Belt or similar process improvement certification. 
• Experience working in government, contact center, or customer service operations. 
• Knowledge of project management methodologies and change management principles.

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Lifting Requirements: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Work Schedule

This is a hybrid, essential position requiring flexibility to support operational needs outside normal business hours, including evenings, weekends, holidays, emergency situations, and City closures. The position requires both in-office and telework participation based on business and operational needs.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department. 

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law.  We value and encourage diversity in our workforce.