Functional Analyst 2

Overview

Reporting to the Business Transformation Portfolio Manager, the Functional Analyst 2 provides procedural and business process support for the MyPermit (Permit Optimization Project), a City-wide initiative to streamline and modernize land development services. As a advanced user of the MyPermit digital portal and City's Land Management System (AMANDA), the Functional Analyst 2 plays a key role in a complex, cross-departmental environment, delivering functional support, optimizing workflows, leading process improvements, and providing training and guidance to staff across multiple departments. The position supports a variety of transformation initiatives, including process optimization, digital innovation, multi-channel service delivery, and enhancing the customer experience.

Key responsibilities include providing procedural, business operations, and application support, as well as leadership, to advance departmental and corporate initiatives. The position ensures standardization of procedures or adaption as situations and problems arise to support smooth business operations. The Functional Analyst 2 acts as the primary point of contact, responding to, investigating, prioritizing, and resolving integrated administrative, technical, or operational issues within the functional end-user base, and ensures systems meet the business needs across multiple departments.

Examples of key responsibilities include, but are not limited to:

• Collaborates with stakeholders and cross-functional teams from IT, Business Transformation, and business units to support successful execution of initiatives and maintain positive working relationships.

• Coordinates with IT to troubleshoot and resolve functional and application issues, developing solutions to operational challenges.

• Documents operational needs, analyzes workflows, policies, and procedures across departments, and conducts fit-gap analyses for multi-department processes.

• Identifies and assesses data collection requirements, and monitors and maintains data accuracy.

• Identifies operational challenges, provides actionable recommendations, assesses implications of proposed changes, and implements cross-departmental process improvements.

• Coordinates and oversees user acceptance testing (UAT) across departments, including test case development and execution.

• Leads or participates in change management initiatives to support adoption of process and system changes, ensuring minimal disruption and successful organizational transition.

• Mentors and guides staff by overseeing and coordinating their work related to improvement initiatives.

• Develops training materials, standard operating procedures (SOPs), and procedure manuals, and delivers training to staff across departments to ensure consistent knowledge and practices.

• Prepares operational and management reports to support departmental and corporate reporting needs.

Knowledge, Skills & Abilities:

• Knowledge of best practices in one or more of the following: process improvement, project management, service design, customer experience design, and change management.

• Builds strong relationships and acts as the central liaison for end users across departments, ensuring consistency in service delivery.

• Facilitates service design with cross-functional groups to modernize service delivery, improve customer experience, and identify solutions to business problems, including changes to processes, policies, duties, or operating models.

• Coordinates projects, monitors progress, and provides oversight of multi-departmental contributions to ensure deliverables meet quality standards and timelines.

• Provides ongoing guidance, support, and training on business processes and systems to ensure smooth operations.

• Strong analytical, critical reasoning, and strategic thinking skills, with the ability to research, synthesize, and document data from diverse sources.

• Excellent oral and written communication skills, including active listening, persuasive communication, and effective problem resolution.

• Ability to work both independently and collaboratively, maintain professionalism under pressure, and exercise sound judgment.

• Skilled in building trust, managing project timelines and deliverables, and demonstrating persistence in achieving objectives.

• Experience with digital service design, digital transformation initiatives, and developing business improvement metrics and business intelligence tools is desirable.

Qualifications and Experience:

• Completion of a community, technical, or vocational college program equivalent to two years in Business Administration, Data Analysis, Local Government Administration, Business Analysis, or a related field.

• Minimum of 2 years' of related experience providing procedural and business process support for a system

• Completion of one or more of the following designations, certifications, or coursework is preferred:

  • Certified Business Analyst Professional (CBAP)

  • Lean or Six Sigma certification

  • Project Management Professional (PMP)

  • Certified Customer Experience Professional (CCXP) / User Experience certification

  • Change Management certification (Prosci or equivalent)

  • Data Analytics certification

• Practical knowledge and the ability to interpret policies and apply them consistently across departments, manage competing priorities in a unionized environment, and work within municipal systems and workflows is desirable.

• Experience administering or supporting public-facing services in a municipal government environment, including insight into customer service expectations, system limitations, and the need to balance operational efficiency with compliance requirements, is desirable.

• Broad knowledge of local government functions, laws, regulations, and procedures, with an understanding of the City of Richmond's strategic priorities.

Working Conditions: Work is performed in an office environment.

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