Business Systems Analyst

Job Profile Summary:

The Business System Analyst (BSA) is responsible for extrapolating, analyzing data/trends, managing, and maintaining the system environments for WGU students, faculty and staff. The BSA plays a critical role as the liaison between colleges and the technical team.  The BSA manages assigned projects and tasks, communicating responsibilities to key stakeholders within the college. The BSA manages day-to-day workflows and connects various teams who are crucial to student success in their field experiences.

This position will develop and provide training to internal and external employees and establish methods to pull and interpret data as well as interpret patterns and/or trends that provide insight into opportunities for enhancing the processes for students.

The Business System Analyst takes a lead role to maximize the use of large database information and system interface integrations for department systems and processes. The Business System Analyst is responsible for identifying and resolving system errors, conducting quality control audits, and providing solutions that enhance system navigation for student and employee programs and process.  This position will present and implement solutions for systems errors, inconsistent data and/or system processes that are failing to provide the most favorable student and employee experience at WGU.     

Essential Functions and Responsibilities:

• Develop a robust understanding and application of current and historical system interfaces, data access, and processes to provide the most favorable experience for students and employees.
• Diagnose and troubleshoot system interface and data integration issues for current processes and programs.
• Represent system architecture with WGU leadership, employees, and external stakeholders on behalf of department users.
• Plan and present proposals for system upgrades and new system architectures that support and deliver desired outcomes.   
• Function as a subject matter expert in database management, system architecture, Excel, higher education systems and customer relationship management (CRM) system.
• Must be technologically competent with data analysis, database navigation, data interpretation and MS Office suite programs.
• Develop, train and mentor department leaders and employees regarding the interpretation of data trends.
• Perform quality control audits for data integrity, system process administration and provide solutions to enhance user navigation of programs and processes.
• Build and maintain strong relationships with multiple and diverse team members such as technology, project management and other internal and external stakeholders.
• Lead configuration-based changes that ensure business processes and procedures are upheld. 
• Oversee the system interface between key department programs and software.
• Gather and measure feedback from users to develop favorable customer experiences and satisfaction scores.
• Update and document technical procedures and processes.
• Performs other related duties as assigned. 

Knowledge, Skill and Abilities:

• Solid understanding of when to apply configuration and when to apply custom code.
• Up to date knowledge of latest releases in customer relationship management (CRM) system, such as Salesforce, Excel and/or other database management programs and processes.
• A deep knowledge and understanding of system administration and architecture.
• Ability to vet, select, and implement new CRM systems or other data related technology solutions.
• A knowledge and understanding of workflow automation platforms
• Excellent leadership and project management skills.
• Self-starter with a strong ability to use initiative and work autonomously under tight deadlines.
• Works well in a team environment.
• Excellent verbal and writing communication.
• Able to explain complex data analysis to a non-technical audience
• Strong customer focus.
• Strong verbal and written communications abilities.
• Strong technical and problem-solving skills.

Competencies: 

Organizational Impact:

• Works to achieve operational targets with significant to major impact on department, function, or office results. May be responsible for managing large projects or processes within the department, function, or office.
• Performs work as directed with limited oversight.

Problem Solving & Decision Making:

• Responsible for leveraging a systems-thinking approach, making moderate to significant improvements of processes, systems, and plans within the department and/or functions.
• Problems and issues faced are numerous and challenging, will require detailed information gathering and analysis. Problems typically affect multiple areas or specialties.

Communication & Influence:

• Collaborates cross-functionally with employees within and outside of the department. Occasionally has responsibility for communicating with parties external to the University.
• Works to influence parties within and outside the department, or function regarding policies, procedures, and practices.

Leadership & Talent Management

• Is responsible for providing guidance, coaching, and training to other employees in the department, or functions. Responsible for managing projects involving oversight and review of others’ work products.
• Demonstrates the WGU leadership principles in all aspects of service to students, employees, and partners of WGU.

Job Qualifications:

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Data Analytics, Engineering or a related field.
• 2+ years of related experience, or an advanced degree in a related field with no related work experience.  

Preferred Qualifications:

• Master’s degree in Operations Research, Optimization Research, Business Administration, Business Technology
• Data Analytics Certification or applicable certification
• Customer Relations Management (CRM) Certification
• Customer Relations Management (CRM) or Advanced Administrator Certification
• ITIL certifications (v3 or later)
• A+, Network+, or Security+ certification
• Experience constructing and running basic SQL queries
• Experience developing and analyzing Power BI reports

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.  Minimal travel requirements.
• Must be able to lift up to 15 pounds at times.
• The successful candidate must be capable of working at home with a reliable, high-speed internet connection. Occasionally will work in enclosed spaces, such as small closets or under office furniture to troubleshoot system issues.

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job.  Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.