Business Systems Analyst-Corporate Applications

Requirements Elicitation – Able to identify business needs, desired outcomes, and application requirements across a diverse portfolio of corporate applications.

• Work with business owners and subject-matter experts to understand business processes, problems, objectives, data needs, controls, and expected outcomes.
• Use interviews, workshops, process observation, document review, and usage data to elicit and validate requirements.
• Capture functional, workflow, content, metadata, reporting, security, integration, compliance, and nonfunctional requirements.
• Identify needs, exceptions, dependencies, assumptions, and value drivers that may not be initially articulated by users.
• Prioritize requirements with stakeholders based on business value, risk, effort, user impact, and platform constraints.
• Confirm stakeholder understanding and agreement before requirements move into configuration, design, or vendor delivery.

Application Portfolio Ownership – Able to provide functional ownership and coordinated support across non-ERP enterprise applications.

• Own and support a portfolio that may include SharePoint, Laserfiche, LetsSignIt, Exostar, Guidewheel, e-signature platforms, Power Platform solutions, and other third-party applications.
• Maintain application inventories, business ownership, vendor contacts, licensing information, support models, renewal dates, integrations, security, and lifecycle status.
• Develop knowledge of each platform’s capabilities, limitations, configuration, data, workflows, interfaces, and business use.
• Triage application issues, reproduce problems, document findings, and coordinate resolution with users, IT teams, vendors, and shared services.
• Assess vendor releases, upgrades, roadmap changes, deprecations, and new capabilities for business impact and adoption opportunities.
• Identify unsupported workarounds, duplicate tools, control gaps, and opportunities to standardize or consolidate applications.

ECM and Collaboration Solutions – Able to design, configure, and support content, document, workflow, and collaboration solutions using approved enterprise platforms.

• Provide functional coverage, knowledge transfer, and continuity for Laserfiche solutions.
• Configure or support repositories, folders, metadata, templates, search, forms, workflows, records, permissions, retention, and related ECM capabilities.
• Design and support SharePoint sites, libraries, lists, metadata, permissions, navigation, content structures, and collaboration solutions.
• Translate document and content-management needs into practical ECM and SharePoint solutions that improve retrieval, control, and user productivity.
• Apply metadata, taxonomy, naming, search, versioning, retention, and governance practices appropriate to the content and business process.
• Coordinate document migration, content cleanup, validation, and user adoption activities when moving or consolidating content.

Functional Solution Design and Configuration – Able to translate approved business requirements into functional designs and sustainable application configurations.

• Create functional design specifications for application configuration, workflows, forms, notifications, integrations, reports, security, and user experiences.
• Map requirements to functional specifications and maintain traceability through configuration, testing, deployment, and support.
• Evaluate standard platform capabilities before recommending custom development, additional tools, or manual workarounds.
• Configure approved application features and coordinate technical changes with vendors, developers, administrators, security, and infrastructure teams.
• Consider usability, security, data quality, supportability, scalability, licensing, cost, upgrades, and cross-system dependencies in solution design.
• Reuse established solutions, templates, workflows, integrations, governance practices, and platform standards where appropriate.

Workflow and Process Improvement – Able to analyze business processes and implement workflow, automation, and application improvements.

• Document current-state and future-state workflows, roles, approvals, business rules, exceptions, handoffs, and service expectations.
• Identify manual work, duplicate data entry, delays, inconsistent practices, control gaps, and opportunities for automation or standardization.
• Design or coordinate workflows, forms, notifications, routing, approvals, and integrations using approved platform capabilities.
• Validate that application workflows support the full business process, including exceptions, rework, escalation, audit, and support needs.
• Measure adoption, cycle time, errors, backlog, or other relevant outcomes when practical and use findings to recommend improvements.
• Coordinate across business functions when workflows span multiple departments, sites, vendors, or systems.

Application Integration and Data – Able to define and support functional requirements for data exchanges between corporate applications and enterprise systems.

• Document application interfaces, source and target systems, ownership, data mappings, timing, business rules, exceptions, and reconciliation requirements.
• Work with vendors and technical resources to define requirements for APIs, connectors, file exchanges, identity integrations, and data synchronization.
• Validate that integrations exchange complete and accurate data and handle errors, retries, and exceptions appropriately.
• Use reporting, exports, queries, audit logs, or platform tools to research issues, validate transactions, and support requirements.
• Identify data-quality, metadata, permission, identity, and mapping issues that affect workflows or application use.
• Coordinate integration testing and issue resolution among business owners, application teams, shared services, vendors, and developers.

Security, Governance, and Compliance – Able to maintain appropriate access, content, privacy, records, and application governance controls.

• Work with business owners to define application roles, permissions, access, ownership, and approval requirements.
• Support periodic access reviews, license reviews, audit requests, evidence gathering, and remediation activities.
• Apply approved security, privacy, records, retention, legal, data, and technology standards to application configurations and workflows.
• Document governance decisions, ownership, support responsibilities, content standards, and approved exceptions.
• Review security and governance settings as applications, users, content, processes, vendors, and business requirements change.
• Escalate material security, compliance, vendor, availability, or business-continuity risks through appropriate channels.

Business Requirements Testing and Validation – Able to maintain requirements traceability and ensure that configured applications and workflows meet approved requirements.

• Develop test strategies, scenarios, scripts, expected results, and traceability for functional, workflow, integration, security, migration, and regression testing.
• Coordinate test data, environments, access, participants, dependencies, and defect-management activities.
• Execute or support functional and integration testing and document results, defects, retesting, and final disposition.
• Validate configurations, forms, workflows, metadata, search, permissions, notifications, integrations, and exception handling.
• Work with stakeholders to evaluate test coverage and ensure that critical processes and exceptions are included.
• Confirm that approved requirements are satisfied before recommending deployment or release acceptance.

User Acceptance, Training, and Adoption – Able to coordinate user acceptance testing and support successful adoption of corporate applications.

• Build user-acceptance test cases and coordinate testing with business process owners and end users.
• Develop or coordinate training materials, work instructions, quick-reference guides, FAQs, release notes, and application communications.
• Train or support training for end users, application owners, site champions, and support teams.
• Provide clarification on application behavior, process changes, security, limitations, and support procedures.
• Monitor adoption, recurring questions, workarounds, user feedback, and support patterns after deployment.
• Recommend improvements to configuration, process, documentation, training, or governance based on actual use.

Vendor, License, and Lifecycle Management – Able to coordinate vendors and manage the operational lifecycle of third-party applications.

• Maintain vendor contacts, support entitlements, contracts, renewals, licensing, product roadmaps, service information, and escalation paths.
• Coordinate vendor support cases, demonstrations, technical reviews, implementation activities, upgrades, and issue resolution.
• Track commitments, open items, dependencies, risks, changes, and required business decisions.
• Support license allocation, usage review, renewal planning, cost analysis, and identification of unused or duplicative capabilities.
• Assess vendor changes, security notices, service disruptions, end-of-life announcements, and roadmap impacts.
• Document support transitions, ownership, configuration, integration, and recovery information needed for continuity.

Project Planning and Delivery – Able to estimate, manage, and complete assigned corporate application analysis and delivery activities.

• Provide reasonable effort estimates for analysis, requirements, configuration, testing, documentation, training, deployment, and support.
• Identify business, technical, vendor, data, security, licensing, and resource dependencies that may affect delivery.
• Manage assigned work and communicate progress, risks, issues, decisions, and scope changes in a timely manner.
• Facilitate meetings, document outcomes, assign follow-up actions, and maintain decision and issue logs.
• Coordinate with business owners, IT teams, vendors, shared services, and support resources throughout the delivery lifecycle.
• Support implementation readiness, release communication, deployment, stabilization, and transition to ongoing support.

Documentation and Knowledge Transfer – Able to maintain reliable application documentation and strengthen shared support coverage.

• Document requirements, processes, functional designs, configurations, workflows, integrations, security, tests, decisions, ownership, and support procedures.
• Maintain platform runbooks, application inventories, vendor information, issue histories, release records, and known limitations.
• Keep documentation current as applications, configurations, vendors, integrations, and business processes change.
• Coordinate knowledge transfer with application owners and establish appropriate backup coverage across the application portfolio.
• Identify areas where application knowledge is concentrated and develop cross-training and documentation plans.
• Use consistent documentation templates, naming, ownership, and storage practices across the application portfolio.

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

Able to:

·        Frame problems before trying to solve them

·        Break down medium to high complexity problems and identify all of their components

·        Provide insight into the root-causes of problems 

·        Seek advice from those who have solved similar problems

·        Anticipate problems and is proactive in addressing them

·        Follow up to ensure that the problem has been resolved

·        Ask perceptive questions to seek optimal solutions

·        Explore various sources for answers, and think "outside the box" to find options

·        Be open to others' ideas to help develop solutions

·        Generate a range of solutions and courses of action with benefits, costs, and risks associated with each

·        Evaluate the chosen course of action to determine its worth and impacts

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

Able to:

·        Gather data and others' input when making decisions

·        Escalate decisions when appropriate

·        Weigh pros and cons of each option before making a decision and moving forward

·        Balance analysis, insight, experience, and perspective when making decisions

·        Explain the rationale for a decision

·        Find solutions that are acceptable to diverse groups with conflicting interests and needs

·        Willing to make decisions in difficult situations in a timely manner

·        Consider lessons learned from experience, differing needs, and the impact of the decision on others

Customer Service - Ability to develop and maintain strong relationships with others by listening, understanding and responding to their needs.

Able to:

·        Provide service to internal and external customers to satisfy their needs and expectations

·        Listen to concerns and resolve reported issues effectively and promptly

·        Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system 

·        Deliver high quality products and services

·        Commit to continuous improvement      

·        Develop to meet functional design/requirements                                                                                                                            

·        Anticipate customer’s needs and moves to effectively address issues

·        Establish proactive relationship with customers

·        Elicit feedback from customers

·        Deliver high quality solutions that meet the organization’s needs

Company Business Knowledge - Understands the company, its products and the business processes.

Able to:

·        Develop understanding of common business processes within Reliance

·        Apply broad (two or more areas) Reliance business knowledge to technology solutions

Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.

Able to:

·        Proactively collaborate between own functional area and areas below or above in the project stream as needed

·        Set well-defined and realistic personal goals

·        Comply with established policies and procedures

·        Accept responsibility for mistakes

·        Display a high level of initiative, effort, and commitment towards completing assignments

·        Minimize re-work

·        Seek out learning opportunities

·        Identify training needs and take action to obtain knowledge  

·        Anticipate and adjust for problems and roadblocks

·        Be enthusiastic for the things he/she sees as challenging

·        Be proactive throughout work assignments /projects

·        Persistently push self and others for results

·        Help others learn

·        Make good decisions on behalf of the company (profitability, compliance)

·        Provide consistency between projects

Communication - Communicates effectively across all levels to support departmental and organizational objectives.

Able to:

·        Establish rapport with co-workers easily

·        Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial)

·        Ask questions and summarize what was heard to prevent miscommunication

·        Present information in a concise and focused manner

·        Listen to others

·        Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner

·        Produce written information, which may include technical material that is appropriate for the intended audience

·        Share ideas and perspectives and encourage others to do the same

·        Inform others involved in a project of new developments

·        Ensure written messages have the desired effect on the target audience

Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside and/or outside the organization.

Able to:

·        Establish rapport with co-workers easily

·        Encourage and facilitate cooperation, pride, trust and group identity

·        Foster commitment and team spirit

·        Work with others to achieve goals

·        Listen and respond constructively to other team members' ideas

·        Offer support for others' ideas and proposals

·        Be open with other team members about his/her concerns

·        Share his/her expertise with others

·        Acknowledge team members for their contributions

·        Provide assistance to others when they need it

·        Work for solutions that all team members can support

·        Effectively persuades and influences team members to achieve goals

·        Effectively collaborate with geographically distributed teams

·        Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.

Able to:

·        Act in a proactive and achievement-oriented manner

·        Treat co-workers in a fair and equitable manner

·        Empower others by sharing information

·        Actively listen and clarify information as needed

·        Foster an atmosphere of open communication

·        Behave in a tactful, compassionate, and sensitive manner

·        Consider and respond appropriately to the needs, feelings, and capabilities of different people in different situations