Business Analyst II-III

Judicial Information Services (JIS) is looking for qualified candidates to fill a Business Analyst position on its Customer Success team. There are two levels to the position, based upon candidate qualifications. JIS Customer Success team interacts directly with court customers and is charged with making courts successful using JIS applications through communication and training engagements, as well as gathering product feedback and advocating for court needs within JIS.

The position involves critical analysis, knowledge of court workflow and court information systems, work with various stakeholders, and excellent written and oral communication skills. Analysts will build and execute new processes and coordinate complex projects. The Analyst must be skilled at planning, problem solving, analyzing situations, thinking creatively, and making decisions. Assignments may have a direct relationship to work done by other governmental units which affects the short-term success of judicial programs, services, and operations.

The Analyst shall follow broadly defined policies, procedures, or instructions as directed by management and use discretion in applying generally appropriate procedures. Although approaches are generally predefined, the Analyst may need to modify or adapt those approaches to specific problems, and may need to assess intangibles, uncertainties, or incomplete information. The focus of this position is on electronic filing of court documents (e-filing) and statewide court case management. Essential duties include, but are not limited to the following:

•Provide subject matter expertise (SME) in one or more areas of court operations (e.g., circuit, district, probate, juvenile, etc.);

•Oversee multiple priorities, customer expectations and relationships with all stakeholders;

•Oversee complex, time-limited projects that may require training other assigned staff and coordination of activities;

•Produce and conduct quality reviews of a wide variety of documents (requirements, marketing materials, training materials, technical support communications, etc.);

•Track and manage issues, risks, action items, and decisions using project management techniques and tools;

•Communicate and escalate project issues and risks to the project management team;

•Collaborate, coordinate, and communicate across the JIS and SCAO;

•Work closely with product owners, scrum teams, support teams, implementation teams, content teams, project sponsors, end-users, system vendors, and others as necessary to perform assignments;

•Work with other governmental units and other internal and external stakeholders on issues that may require explanation or negotiation. The analyst will need to use interpersonal and communication skills to resolve disagreements;

•Act as a liaison between end-users and information technology staff in the analysis, design, configuration, testing and maintenance of systems to ensure optimal operational performance;

•Test and troubleshoot final product features and capabilities;

•Maintain key project documents; dashboards, status reports, issue and resolution logs and change control documents;

•Provide training and end-user support during and after the implementation process.

•Provide second-level support for software applications (based on expertise) as part of the general service desk escalation process.

EDUCATION

•BA-II - Bachelor’s degree in court/public/business administration, management, information technology or a related field or college coursework plus at least five years of experience in court/business process analysis, application testing, application implementations and training, project coordination/management, change management, and/or large group facilitation.

•BA-III - Master’s degree in court/public/business administration, management, information technology or a related field or college coursework and at least eight years of experience in court/business process analysis, application testing, application implementations and training, project coordination/management, change management, and/or large group facilitation.

EXPERIENCE

•BA-II – Three years of experience in court/business process analysis, application testing, application implementations and training, project coordination/management, change management, large group facilitation and business-related experience.

•BA-III – Five years of experience in court/business process analysis, application testing, application implementations and training, project coordination/management, change management, large group facilitation and business-related experience.

Preferred experience for both levels:

• Testing application configuration and/or features as part of implementing a solution for customer(s);
• Technical experience working in software implementation or direct service engagement with software end users;
• Project management or coordination, self-managing multiple priorities;
• Supporting case management systems, document management systems or similar data entry/reporting systems such as ERP, CRM, HRIS, SCM, etc.;
• Working with service desk ‘ticketing’ systems such as Cherwell, Zendesk, ServiceNow, or other.

KNOWLEDGE

•Court workflows and court operations;

•Principals of business analysis, including gap analysis and other information gathering frameworks;

•Project coordination/management methodology, standards and best practices;

•Procedures and methods for testing business functions within computer applications;

•Principles and practices of producing effective communications and end user documentation;

•Proficient with Microsoft Office Tools (Word, Excel, Outlook, PowerPoint) and modern web browsers / web applications;

Preferred knowledge:

• Training or certification in ITSM/ITIL processes;
• Training or certification in Agile software development best practices.

ABILITY

•Communicate effectively, both verbally and in writing;

•Provide excellent customer service, participate in problem solving and conflict resolution;

•Facilitate working meetings, elicit and solicit information, and absorb the information being communicated; facilitate a shared understanding of the problem, possible solutions, and scope of the project in its entirety; facilitate solutions to technical challenges among multiple teams when they involve negotiation between multiple business and technical stakeholders;

•Evaluate multiple options before facilitating the solution to a problem;

•Apply critical thinking skills to determine the appropriateness of requests, with periodic reviews of business procedures to clarify or change a business process. Use the knowledge gained in the daily operational procedures as input to business process and procedure documentation;

•Prioritize across multiple tasks in a fast-paced environment;

•Work independently and manage time effectively to meet deadlines.

PHYSICAL REQUIREMENTS

•Working conditions are normal for an office environment;

•May require occasional weekend and/or evening work;

•May require travel by car to Court locations within the state.

WORK LOCATION: Official work-site location is the Hall of Justice, Lansing, Michigan. Remote work may be available in accordance with the MSC/SCAO Remote Work Policy.