Business Analyst

Responsibilities

• Define, document, and maintain SLA reporting requirements across customer support, operations, implementation, and service delivery functions, ensuring alignment with contractual obligations and operational objectives.
• Partner with business leaders, account teams, support teams, and technical stakeholders to identify key SLA metrics, reporting needs, data sources, and performance thresholds.
• Translate operational goals and contractual requirements into clear reporting logic, dashboards, scorecards, and recurring performance reports that support data-driven decision making.
• Lead customer interviews, workshops, and discovery sessions with state agencies to elicit, analyze, validate, and document functional and technical requirements.
• Analyze and synthesize information from multiple stakeholder groups and systems to identify gaps, resolve conflicting requirements, and translate high-level business needs into detailed and actionable requirements and process documentation.
• Evaluate existing workflows, operational procedures, and service delivery models to identify improvement opportunities, and define current-state and future-state business processes.
• Collaborate with agency stakeholders, developers, operations teams, and UI/UX designers to define requirements, business rules, user stories and scenarios, acceptance criteria, and solution requirements.
• Create detailed project specification documentation including business process flows, user scenarios, screen mock-ups, business rules, data mapping and acceptance criteria.
• Collaborate with the project & QA team to develop and execute test plans and scripts for user testing; perform internal testing and other quality assurance activities.
• Validate requirements with key stakeholders, building trust and collaboration throughout the development lifecycle.
• Build trusted relationships with state agency subject matter experts and serve as a key liaison between business users and technical teams.
• Develop Business Analysis practice and Center of Excellence for the State of Colorado digital services portfolio. Coach and train staff on requirements gathering.

Qualifications

• Bachelor’s degree in information systems, business, computer science, or a related field, or equivalent business analysis experience.
• Minimum of two years of related business analysis or requirements-gathering experience.
• Experience with formal requirements documentation, acceptance criteria, process analysis, use cases, and user stories.
• Strong analytical, problem-solving, communication, and documentation skills with excellent attention to detail.
• Ability to work effectively with customers and stakeholders with varying levels of technical knowledge.
• Self-motivated and able to manage multiple priorities in a fast-paced, flexible, and entrepreneurial environment.
• Comfortable working independently and collaboratively within cross-functional project teams.
• Ability to communicate complex data and performance trends clearly to both technical and non-technical audiences.
• Certification of Competency in Business Analysis or Certified Business Analysis Professional certification preferred.
• Experience with TOGAF, BIZBOK, or other architecture frameworks preferred.
• Proficiency with reporting, dashboarding, or data tools such as Excel, Power BI and Tableau, and SQL.
• Experience with platform services such as Salesforce, Jira, ServiceNow, Zendesk, or similar platforms.