Department: Charlotte Area Transit System Department
SUMMARYThe IT Business Analyst serves as system steward and technical application liaison for assigned enterprise and operational technology systems within the Charlotte Area Transit System (CATS). The position translates operational needs into system requirements and supports application configuration, databases, interfaces, testing, and issue resolution. Primary systems include Vontas OnRoute, GIRO HASTUS, Vontas Mobile Data Terminals (MDTs), and MDT integration with Genfare fareboxes.
Working under general direction, the analyst exercises independent professional judgment and coordinates with Information Technology, Transportation Operations, Maintenance, Dispatch, and vendors to maintain reliable systems and accurate transit data. Responsibilities include hands-on support aboard buses, deployment coordination, user support, and continuous improvement.
MajorDuties and ResponsibilitiesSystem Stewardship and Application Administration- Serve as functional owner for assigned business systems, including Vontas OnRoute and GIRO HASTUS; administer applications and maintain configurations aligned with operational needs.
- Manage workflows, permissions, application data structures, and configuration records within assigned authority and organizational standards.
- Coordinate application access, security, server and network dependencies, backups, and recovery with responsible IT teams and vendors.
Business Process Analysis and Requirements Development- Work with Transportation Operations, Maintenance, Dispatch, and business users to document workflows, analyze system gaps, and identify improvement opportunities.
- Develop functional and technical requirements addressing application behavior, interfaces, hardware dependencies, security, performance, and availability.
- Assess system dependencies and proposed changes, identify risks, define acceptance criteria, and verify that delivered solutions meet documented requirements.
Database Management and System Integration- Query and validate application data using SQL and relational database structures; investigate database-related issues and monitor performance and data integrity.
- Support data imports, exports, and exchanges among OnRoute, HASTUS, and connected transit systems; maintain data mappings and validate accuracy and completeness.
- Manage application database configurations and access within assigned permissions; coordinate upgrades, backups, recovery, and performance improvements with database administrators and vendors.
- Follow approved change control procedures and vendor support requirements for database changes; support reporting accuracy, audit records, and data governance.
Onboard Technology and Field Support- Board buses to perform or coordinate approved software upgrades, application configuration, diagnostics, troubleshooting, and deployment validation.
- Support Vontas MDT hardware, including configuration, diagnostics, troubleshooting, and coordination of repairs or replacement.
- Troubleshoot MDT integration with Genfare fareboxes, including connectivity and data exchange; coordinate corrective actions and perform onboard integration testing.
- Assess application issues involving Integrated Vehicle Logic Units (IVLUs), Automatic Passenger Counting (APC) sensors, Cradlepoint routers, and passenger information systems; coordinate with responsible technical teams.
Testing and Deployment Coordination- Plan application upgrades and deployments with operational and technical teams, coordinating bus availability, maintenance access, pilot testing, schedules, rollback procedures, and post-deployment support.
- Conduct functional, integration, regression, and user acceptance testing for applications and associated interfaces; document results and track defects through resolution.
- Validate application and onboard system operation after hardware or software changes; maintain release documentation, test evidence, and bus software version records.
Incident Management and Vendor Coordination- Manage application incidents and service requests; prioritize concurrent needs, communicate operational impacts, and escalate issues affecting transit service.
- Analyze application logs, connectivity, operational data, and interfaces to identify root causes of errors and discrepancies; coordinate corrective action with vendors and technical teams.
- Coordinate vendor support, track outstanding issues and enhancements, and confirm that delivered changes resolve problems and meet operational requirements.
User Support and Knowledge Management- Serve as liaison between business users and technology teams; explain system capabilities, changes, and best practices.
- Provide user training, onboarding, and adoption support; mentor IT staff in application troubleshooting and business systems analysis.
- Maintain support procedures, operational documentation, knowledge articles, and lessons learned to support consistent practices and sustainable knowledge transfer.
Continuous Improvement- Evaluate application reliability, performance, usability, and data quality; recommend improvements that support operational efficiency.
- Identify opportunities for automation, workflow optimization, and process standardization; support approved enhancements and organizational innovation.
Core CompetenciesSystem Stewardship: Maintains reliable, sustainable technology platforms that support transit operations.
- Takes ownership of application reliability, data quality, and timely issue resolution.
- Maintains configuration discipline and follows approved change controls.
- Identifies improvements that strengthen system performance and long-term use.
Business and Technology Translation: Connects operational needs with practical technical requirements and solutions.
- Clarifies workflows, business needs, and acceptance criteria with users.
- Explains system capabilities, constraints, and dependencies in understandable terms.
- Confirms that implemented changes meet documented operational requirements.
Analytical Thinking and Problem Solving: Uses structured analysis to diagnose system issues and develop effective solutions.
- Connects application behavior, data, interfaces, and hardware dependencies.
- Uses logs, queries, and test results to identify root causes.
- Evaluates risks and verifies the effectiveness of corrective actions.
Organizational Collaboration and Customer Service: Coordinates effectively with users, operational staff, technical teams, and vendors.
- Builds productive working relationships across departments.
- Communicates impacts, priorities, and progress clearly and promptly.
- Coordinates access and support activities around transit service needs.
Quality and Governance Awareness: Promotes accuracy, accountability, and controlled implementation of system changes.
- Maintains complete configuration, deployment, and testing records.
- Protects data integrity and follows access and security requirements.
- Uses standardized testing and documentation practices to support audit readiness.
Operational Awareness and Adaptability: Adjusts technical support to the demands of active transit operations and field environments.
- Prioritizes issues according to service impacts and operational urgency.
- Coordinates deployments and support to minimize service disruption.
- Follows vehicle and facility safety procedures during hands-on field work.
Knowledge, Skills and AbilitiesKnowledge of- Business systems analysis, workflow design, requirements development, and acceptance criteria.
- Transit CAD, planning, scheduling, and operational applications, including Vontas OnRoute and GIRO HASTUS.
- Relational databases, SQL, tables, views, stored procedures, and relationships among application data.
- Windows environments, application servers, logs, networking concepts, and hardware dependencies affecting connectivity and integration.
- Application configuration, interfaces, data governance, access security, and backup and recovery concepts.
- Functional, integration, regression, and user acceptance testing; incident management, change control, and deployment practices.
Skill in- Analyzing operational processes and developing functional and technical specifications.
- Configuring and troubleshooting transit applications, MDT hardware, and connected system interfaces.
- Using SQL queries, logs, and operational data to validate information and diagnose problems.
- Planning and conducting tests, documenting defects, and verifying corrective actions.
- Coordinating vendors, deployments, service requests, and stakeholder communications.
- Developing procedures, configuration records, release documentation, knowledge articles, and user training.
Ability to- Exercise independent professional judgment within assigned authority and established standards.
- Translate complex operational needs into practical solutions and assess the impacts of system changes.
- Prioritize concurrent support needs and coordinate changes around transit service requirements.
- Perform hands-on troubleshooting aboard buses and communicate effectively with operators, maintenance staff, technical teams, and vendors.
- Maintain accurate documentation and data, support user adoption, and share knowledge with IT staff.
Salary: $89,552.00 - 111,940.00 Commensurate with ExperienceMinimum Qualifications- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; or an associate degree in one of these fields with at least ten (10) years of relevant work experience.
- Seven (7) years of progressive experience in business systems analysis, technical application support, or operational technology, including hands-on support of business-critical systems.
- Experience supporting transit applications, including Vontas OnRoute and GIRO HASTUS configuration, troubleshooting, upgrades, testing, or system interfaces.
- Hands-on experience supporting onboard bus applications and performing or coordinating software deployments in fleet or field environments.
- Experience with application database management and SQL, application incidents, vendor escalations, change control, and release documentation.
Preferred Qualifications- Experience with transit planning, scheduling, and operations, including the relationship between scheduling systems and onboard computer-aided dispatch (CAD) applications.
- Familiarity with Vontas MDT hardware, Genfare farebox integration, IVLU platforms, APC systems such as IRMA 6 and IRMA Matrix, Cradlepoint communications, and real-time passenger information systems.
- Relevant training or certifications in business analysis, IT service management, application administration, or transit technology.
Working Environment and Physical Demands- Work is performed in offices, bus maintenance facilities, fleet locations, and onboard buses; frequent computer use and collaboration with operational and technical staff are required.
- Must be able to board and exit buses and access onboard application equipment to complete upgrades, troubleshooting, testing, and support activities.
- Responsibilities require direct work aboard buses and cannot be performed solely from an office location.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
CONDITIONS OF EMPLOYMENT
