Business Analyst

National Community Renaissance (National CORE) is a nonprofit affordable housing developer, but our work is not about bricks and mortar, rather creating healthy communities that thrive and prosper for many generations to come. At National CORE, we support families and seniors by providing housing communities that are affordable, safe, and of the highest quality. We enhance neighborhood stability through long-term management and maintenance, as well as industry-leading services such as senior wellness, preschool and afterschool programs, and family financial training.

National COREs Information Technology (IT) department is an ever exciting, dynamic environment. We are focused on empowering our customers through current technology, superior support, and proactive interactions.

As an IT Business Analyst, you will help guide National COREs business in improving financial and property management processes, services, and software by straddling the line between IT and the business to support National COREs vision and strategies.

RESPONSIBILITIES

The IT Business Analyst performs a variety of basic to advanced technical, administrative, and clerical tasks and maintains departmental service level agreements (SLAs) by providing excellent customer service. The IT Business Analyst will have strong data analytics experience.

Product and business knowledge. Demonstrate up-to-date expertise in our internal technology management systems and apply this to the development, execution and improvement of action plans by providing advice and guidance to others in the application of information and best practices.

Process improvement. Work with the Senior Business Analyst to identify, create, and facilitate process design changes by conducting business and systems process analysis and design at a complex level; focusing on quality improvement and data management; ensuring data is reliable and valid; developing process improvements or re-engineering and recommending elimination; integrating new systems and processes with existing ones; and partnering with internal and external customers to ensure systems provided meet the long-term business strategies. Support and align efforts to meet customer and business needs.

Project management. Manage customer relationships and expectations by developing a communication process to keep others up to date on project results. Lead or participate in multiple projects by completing and updating project documentation; managing project scope; adjusting schedules when necessary; determining daily priorities; ensuring efficient and on-time delivery of project tasks and milestones; following proper escalation paths; and managing customer and supplier relationships. Manage budgeting and forecasting process.

Day-to-day. Provide and support the administration of business solutions by building relationships and partnerships with key stakeholders; resolve issues submitted by through the Information Technology Service Management (ITSM) solution; work with business partners to escalate issues, as needed; and maintain SLAs.

Work with the Senior Business Analyst to identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes and new responsibilities. Day-to-day responsibilities may include:

• Support and manage incidents and requests for National COREs business solutions technologies that may include:
  • Troubleshooting problems and or bugs within the platform
  • Creating, managing and maintaining user accounts, including onboarding and offboarding users. Provide data driven reports to various stakeholders
  • Escalating incidents to vendors, as needed
• Platform administration run troubleshooting and system monitoring tools to identify and provide preventative maintenance on systems
• Maintain security integrity - review, develop user access rights
• Maintain data integrity review data to ensure consistent clean data and work with platform users to ensure processes are in place to create consistency
• Ensure proper service levels are maintained for Yardi support requests by the Service Desk and work with the team to improve support
• Serve as a liaison between Operations and IT to assist or gather business requirements needed for system modifications, enhancement and implementations.
• Assist with and test implementation for all payer and vendor relationships to ensure data transfer collection, quality and reporting relationships are working appropriately down to the market level to ensure market team member and provider experience is appropriate
• Maintain data confidentiality
• Assist Senior Business Analyst in the following: o Provide project level analysis producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan).
  • Collaborate closely with external developers to implement the requirements, provide necessary guidance to testers during QA process.
  • Identify improvement opportunities (proactive and reactive).
  • Elicit and clearly document business and systems requirements.
  • Assess business process and system inefficiencies.
  • Identify ways to increase adoption and customer satisfaction.
  • Demonstrated fluency in business processes and process differentiation.
  • Analyze and synthesize business requirements, including recognizing patterns and conceptualizing processes.
  • Understand and negotiate needs and expectations of multiple stakeholders.
  • Create and maintain issue logs, meeting minutes, meeting schedules, project summaries and updates.
  • Create and maintain project schedules by developing project plans and specifications, estimating time and resources, monitoring milestone completion, tracking all phases of the project lifecycle, providing timely reporting of issues that impact project progress, coordinating actions and resolving conflicts.

Software administration and support. Support system conversions, upgrades, and enhancements. Maintenance and administration of current users, passwords, locations, and general data integrity. Ensure property security practices are in place and enforced.

EXPERIENCE & EDUCATION

Experience. Degree in Business Administration, Information Technology, or related field. Five years previous Yardi or another CRM platform experience preferred IT Infrastructure Library (ITIL) and ITSM solution experience or certification or similar certification preferred.

Traits and skillsets. Strong communication and customer service skills are an absolute requirement. An ability to work in a collaborative team environment is necessary. Proficient time management and organizational skills and the ability to comprehend and document technical issues with attention to detail are needed. The ability to manage, prioritize, and communicate status of multiple tasks simultaneously are skills that will be utilized daily.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Operate computer and office equipment.
• Work is primarily sedentary in nature.