Business Systems Analyst 2-NR

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.

More information about us on our website.

The candidate's permanent residence must be in Minnesota or Wisconsin.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk, or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Business Systems Analyst (BSA) works within the Customer Experience department within Metro Transit. The BSA will be responsible for assisting with the implementation and management of a Customer Issue Tracking and Reporting system. This system is looking to utilize a SaaS based CRM solution yet to be determined. The role would be responsible for the technical setup, configuration, administration, integration, maintenance and ongoing support of the new system.

Key Responsibilities Include (but are not limited to):

• Integrations and Systems Analysis
  • Understand upstream and downstream system impacts
  • Map data flows and integration dependencies
  • Partner with vendor, architects and internal system owners
  • Support integration discovery (APIs, middleware)
  • Document event triggers, data mappings and transformation needs
  • Translate technical needs into requirements and user stories

• Vendor and implementation partner coordination

• Review vendor deliverables (config docs, data mappings, design docs)
• Validate configuration against requirements
• Escalate gaps, risks, and issues
• Collaborate with vendors and internal IT to ensure integration with key systems (trip planning, detour tools, contact-center platform, safety text, etc.) meet business needs
• Ongoing support (admin & ops)
  • Manage permissions, roles, and profiles
  • Monitor license and usage
  • Support configuration changes (e.g. fields, routing rules) in coordination with product manager and vendor
  • Maintain audit and compliance alignment
• Test Design & User acceptance testing
  • Work with the vendor Quality Assurance team for fixes
  • Support end user validation
  • Write technical UAT scenarios tied to real workflows
  • Develop technical test cases and acceptance criteria; plan and facilitate UAT sessions with frontline staff to validate end-to-end scenarios across phone, web forms, text, and social
  • Create any techical training and reference materials needed
• Roadmap participation and release management
  • Participating in roadmap planning with product manager
  • Identifying enhancements opportunities post go live
  • Managing release cycles and change impacts
  • Support change management during rollout and continuous improvement
• Customer and Agent experience lens
  • Understanding omnichannel use cases (phone, SMS, email, and chat)
  • Evaluating agent workflows for efficiency and translating into clear requirements, user stories, and process maps for a new CRM and integrated telephony solution
  • Partnering with frontline teams to validate changes
  • Partnering with internal teams like Product Management, the Contact Center, the Transit Control Center (TCC), and IS Telecommunications to understand current workflows for rider support, complaints, safety reporting, and telephony
  • Design and document data capture standards (fields, codes, categories) that support reporting on customer experience, issue resolution, and operational performance.

Any of the following combinations of experience system administration, management analysis, related analytical or equivalent experience and completed education Management Information Systems, Business Administration, Information Technology, Computer Science, Geographic Information Science or related field

• Bachelor's degree or higher AND three (3) years of experience
• Associate's degree AND Five (5) years of experience.
• High School Diploma or GED; AND Seven (7) years of experience

Knowledge, Skills and Abilities:

• Ability to analyze complex workflows and translate them into system configuration
• Understanding of integration concepts (REST APIs, events, middleware, batch syncs)
• Experience with SaaS platforms (CRM systems preferred like Salesforce, Dynamics, Zendesk, Zoho, HubSpot, etc.)
• Ability to read API docs and data models well enough to identify impacts
• Experience working closely with vendors and/or implementation partners
• Writing clear technical requirements and test scenarios
• Strong systems thinking and problem-solving skills
• Experience with change management, UAT, and go live activities
• Comfort with permissions, roles, and basic configuration
• Excellent communication, facilitation, and stakeholder-management skills; able to advocate for both riders and technical staff
• Strong skills in process mapping, documentation, and data/metrics thinking
• Knowledge of administrating/managing a large/complex systems/application.
• Knowledge of data integration, interface management, and software lifecycle processes
• Ability to collaborate as the technical liaison to all departmental staff and with other departments, personnel, and enterprise support groups
• Ability to be the first line of support and remediation within department for technology inquiries from staff and errors generated by departmental and enterprise systems and technology
• Promotes an equitable, positive and respectful work environment that values cultural and diversity among all employees

Union/Grade: Non-Represented / Grade G
FLSA Status: Exempt
Safety Sensitive: No

Classification Levels

• Business Systems Analyst I
• Business Systems Analyst II
• Business Systems Analyst III
• Business Systems Analyst IV

Work Environment: Work is performed in a standard office setting. Some positions may require travel between primary work site to other sites.

The responsibilities listed are typical of the positions included in the job classification; however, not all duties are necessarily performed by each specific position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Regular attendance is an essential responsibility.

What steps the recruitment process involves:

1. We review your minimum qualifications.
2. We request your Work Record Evaluation (ATU employee only).
3. We rate your education and experience.
4. We conduct a structured panel interview.
5. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires an accommodation during the selection process, please emailHR-CCHealth@metc.state.mn.us.