NYC311 Business Analyst

Job Summary: The NYC311 program manages, enhances, and supports the City of New York's incident-oriented Customer Service Management System (CSMS). The Business Analyst will be responsible for capturing business requirements for NYC311 CSMS because of enhancements and defect fixes. Responsibilities include eliciting, understanding, and documenting business requirements, translating those requirements into functional requirements, verifying that the application matches those requirements, and ensuring that the application meets end user expectations.

Required Qualifications:

• 12+ years of experience conducting business analysis and requirement elicitation.
• Experience working with Microsoft Dynamics CRM.
• Experience developing requirements for multi-channel solutions (CRM application, online portal, native Mobile Apps for iOS and Android).
• Deep know-how and proven record of Microsoft Dynamics CRM implementation life-cycle (participated in at least two implementations).
• Strong knowledge of Microsoft Dynamics CRM concepts (Configuration, Customization, Workflow, Integration, etc.).
• Experience developing and employing functional project artifacts (Solution Designs, Use Cases, User Stories, Requirements Definitions, Process Definitions, User Interface Design).
• Experience working with formal SDLCs, business analysis methodologies, and major project management methodologies (Agile, Waterfall, etc.).
• Excellent oral and written communication/soft skills and the ability to clearly articulate to all project members and stakeholders; must be a team player who works well with technical and non-technical resources.
• Experience using SDLC management systems (like Azure DevOps) to capture and document requirements.
• Proficient computer user with experience using standard project tools including Microsoft Project, Excel, and PowerPoint.
• Proven experience in defining requirements for solutions in multiple-entity environments (multiple agencies, business partners, etc.).
• Ability to take the initiative, be a decisive decision-maker, and show confidence in decisions made.
• Ability to take strategic direction from executive management and participate in strategic planning activities throughout the lifetime of the project.
• Ability to see tasks through to completion without significant guidance.

Preferred Skills:

• Experience with Power Pages (Microsoft Dynamics Portal).
• Experience in performing Analysis and Design on large systems integration projects with multiple organizations.
• Experience with cloud-based CRM solutions.
• Strong writing skills.
• Microsoft Dynamics CRM certification(s).
• Team player who works well with technical and non-technical resources.
• Should be organized and good at managing deliverables, meeting notes, presentations, and other documentation/communications.