Job Description

Position open until 10/23/2026

Salary Range: $78,000 - $88,000 annually

General Description and Classification Standards

The Management Analyst II supports the Manager of Programs & Performance by coordinating technology operations, desktop support oversight, access management processes, and project coordination activities. This role serves as a bridge between technical staff and leadership, ensuring operational continuity and effective service delivery. This role also serves as an operational bridge between technology and business operations, helping transition completed projects, systems, and initiatives into sustainable business use by coordinating readiness, knowledge transfer, process recommendations, and technology adoption.

Supervision Received

Works under very general supervision. Depending on organizational structure, may work independently with responsibility for an assigned function, program, or other responsibility.

Responsibilities

Essential Duties and Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Coordinate daily technology operations and support workflow management.
• Assist in managing access control processes and user provisioning coordination.
• Support implementation of technology projects and system enhancements, including operational readiness and business handoff activities as initiatives move into production and ongoing operations.
• Monitor and track technical service requests and escalate issues as needed.
• Develop and maintain operational reports and tracking dashboards.
• Assist in gathering business requirements and documenting system needs, including operational requirements, downstream impacts, and business readiness considerations.
• Serve as liaison between Desktop Support, business units and leadership for prioritization of work and coordination of technology-to-operations handoffs.
• Monitor vendor tickets and coordinate resolution activities.
• Lead change management and system rollout activities, including business readiness, knowledge transfer, training, process updates, QA considerations, staffing impacts, and adoption activities.
• Lead technology-to-operations handoffs for completed technology projects, systems, and initiatives, ensuring the appropriate business units are prepared to adopt and sustain new capabilities through coordinated knowledge transfer, process recommendations, business operations recommendations, technical best practices, and adoption planning.
• Provide business operations recommendations and technical best practices that support process alignment, operational continuity, and effective adoption of implemented technology.
• Assist with performance tracking and operational reporting.
• Makes recommendations on operational improvements and workflow prioritization, including process, staffing, QA, and business readiness impacts associated with technology initiatives.
• Escalates technical issues requiring leadership intervention.
• Applies established procedures and policies to daily operations, while identifying opportunities to align business processes with technology capabilities and best practices.
• Provides informal guidance and coordination support to technical staff and business units, particularly during technology-to-operations transitions.
• May assist in training or onboarding of support personnel and coordinating knowledge transfer for new or enhanced technology.
• Acts as operational lead in absence of manager for assigned functions.
• Performs other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Qualifications

Knowledge Skills and Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Knowledge of organizational, financial, and operational analysis.
• Skill in communicating effectively both orally and in writing with department personnel, outside officials, professionals, and the public.
• Advanced ability to prepare and deliver logical summaries and conclusions related to regulatory compliance and organizational planning.
• Knowledge of office equipment and personal computers to include word processing and a variety of presentation media.
• Thorough knowledge of computer systems and business applications.
• Thorough knowledge of research and analysis methods and techniques; thorough knowledge of statistical analysis and forecasting techniques.

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.

Minimum Qualifications

Education and Experience

1. Bachelor's degree in Business, IT, or related field.
2. 3+ years of experience in technical operations, systems support, or business analysis, with experience supporting technology implementations, operational readiness, or change management.
3. Experience with CRM/CMS platforms and reporting tools, with the ability to translate technical changes into operational requirements and business processes.
4. Strong proficiency in Microsoft Office Suite and data tracking tools.

Licensures and Certifications

None.

Preferred Requirements

Master's degree in management, business or public administration or a related field and 7 or more years of progressively responsible professional supervisory, analytical, or consulting experience in office setting performing business operation functions (operations, payroll, accounts payable, accounts receivables, human resources, or customer service)

Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Work Schedule

This is a hybrid role requiring flexibility to support operational needs outside normal business hours, including evenings, weekends, holidays, and emergency situations. The position requires both in-office and telework participation based on business needs.

The Management Analyst II is designated as essential personnel and may be required to work evenings, weekends, holidays, or extended hours during emergency operations, severe weather events, or other critical City events requiring DCS/ATL311 management support.

Lifting Requirements: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.