IT Business Analyst Senior

It’s a great time to join the City of Boulder!

Application Deadline:

January 22, 2026

Compensation Details:

Full Pay Range

91,977.60 - 136,635.20

Generally, the hiring range is from the minimum up to 80% of the range.This is a full-time salaried position.

Scheduled Weekly Hours:

40

Benefit Eligibility Group:

Non Union (30+ Hours)

Locate the Benefit Eligibility Group value on the Employee Benefit Eligibility document to identify the benefits offered for this job.

Job Description Summary:

This is a three-year fixed-term position beginning January 1, 2026.

Under general supervision, the Senior Business Analyst supports the design, analysis, and implementation of customer-facing business processes and digital service solutions for the City’s Customer Experience (CX) Transformation Program. This position serves as a strategic liaison between business stakeholders, technology teams, and vendors to ensure that workflows, system requirements, and product configurations align with organizational goals, user needs, and future-state service delivery models. The role applies human-centered design principles, customer journey insights, and service design methods to ensure business processes and technology solutions improve equity, usability, and customer experience outcomes.

Job Description:

ESSENTIAL DUTIES AND 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.

MINIMUM QUALIFICATIONS 

• 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.

PREFERRED QUALIFICATIONS

• Knowledge of enterprise CRM, case management, workflow, or digital service p