It is the goal of the IT Department to provide the most effective technological solutions offered to meet the needs of the National Aquarium. We strive to educate, empower, and advise our users, as well as ourselves, on technology and the finest business practices available. Customer service and continuous improvement are paramount to everything that we do. The Business Systems Analyst is responsible for the management and analysis of installed systems by working with users and vendors to resolve issues, implement new and/or changed procedures, identify, and implement enhancements and establish and manage controls and security of existing systems.

Hybrid Work Opportunity

Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues.

• Lead design sessions in prototyping new systems for the purpose of enhancing business processes, operations, and information process flow. o Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.

• Identify and establish scope and parameters of systems analysis to define outcome criteria and measure-taking actions.

• Identifies new system requirements, vendor selection, and conversion/interface requirements and performs support functions for users as required.

• Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.

• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.

• Research new technologies to reduce labor costs and inefficiencies and provide better data to our end users through new reporting and analysis tools.

• Senior support for installed application software focusing primarily on the Ticketing/Box Office systems.

• Partner with Admissions & Ticketing Operations Manager for configuration, system development, and testing to ensure the system meets business requirements.

• Provide user support to resolve transaction processing issues, develop & document procedural changes, and provide user training.

• Define reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization.

• Create system design proposals.

• Ensure compatibility and interoperability of in-house computing systems.

• Create systems models, specifications, diagrams, and charts to provide direction to system developers.

• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support.

• Provide orientation and training to end users for all modified and new systems.

• Provide guidance and/or instruction to fellow IT staff members.

• Adheres to all organizational and departmental policies and procedures.

• Partner with the Admissions & Ticketing Operations Manager to drive Box Office Ticketing System configuration efforts spanning system development, user acceptance testing and production configuration to ensure that business requirements are consistently represented and satisfied.

• Collaborate with internal Information Technology stakeholders to understand and ensure adherence with National Aquarium approved technology stacks, tools and platforms (I.e., Infrastructure investments, Salesforce, Intacct, Nexonia, Gateway Ticketing, and various Microsoft technologies).

• Remain current with National Aquarium organizational goals, plans, business processes and Information Technology system functions.

• Support Information Technology Project Management and Change Management teams with requirements documentation as needed.

• Other duties as assigned or required.

• Excellent project management skills and a positive attitude

• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards

• Creative and analytical thinker with strong problem-solving skills

• Must demonstrate exceptional verbal and written communication skills

• Must demonstrate ability to communicate effectively at all levels of the organization

• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs

• Detail oriented and self-starter with strong written and interpersonal skills

• Ability to work independently, as well as part of a team

• Bachelor’s degree and advanced experience in providing user support for application software installation and operation required, or equivalent experience.
• Prior experience with Ticketing/Box Office application administration preferred.
• Network and database administration experience are preferred.

• Strong reporting background using standard reporting tools.

• Proven ability to design and implement new processes and facilitate user adoption.

• Strong data management abilities

• A documented history of successfully driving projects to completion

• A demonstrated ability to understand and articulate complex requirements

• Experience with nonprofit processes preferred

• Previous experience working in a SCRUM or agile environment preferred