City of Boulder · 1 month ago
IT Business Analyst Senior
Boulder, CO
Full-time
Onsite
Mid, Senior Level
$92K/yr - $137K/yr
4+ years expThe City of Boulder is seeking a Senior Business Analyst to support the design and implementation of customer-facing business processes for their Customer Experience Transformation Program. This role involves acting as a strategic liaison between stakeholders and technology teams to enhance customer experience outcomes through human-centered design principles.
Government Administration
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
Qualification
Required
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
Bachelor's degree in Business, Information Systems, Human-Centered Design, Public Administration, or related field; or equivalent of eight (8) years related experience may substitute for the education requirement only
Four (4) years of experience performing business analysis for enterprise software projects or digital service transformation programs
Experience conducting user research, journey mapping, or human-centered process design activities
Experience developing business requirements, process maps, and configuration documentation for a CRM, ERP, or similar enterprise platform
Preferred
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
Company
City of Boulder
The City of Boulder's use of external social media Web sites is provided as a public service.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Joel Wagner
Deputy Director of Finance
Recent News
2025-12-20
2025-12-02
2025-09-24
Company data provided by crunchbase