Description
SUMMARY OF WORK:
As a Technical Business Analyst at Sages Networks, you will play a crucial role in the success of our customer onboarding team. You will work directly with government agency staff to understand their workflows, gather and document requirements, and implement those requirements through configuration, scripting, testing, and hands-on training for both customer staff and internal personnel. You will work closely with customers, management, and technical staff to analyze, document, and identify business and technical solutions to business problems and needs. Manage project deadlines and coordinate teams in our customers' organizations and inside our company to ensure that project dependencies are fulfilled in a timely manner and provide timely updates to customers about progress and follow-up on project dependencies pending from the customer side.
In this role, you will work closely with our development team, translating customer-reported issues, pain points, and feature requests into clear, actionable inputs for engineering. You will also participate in sales demonstrations and customer discovery meetings from time to time, helping prospective customers understand how SagesGov can be configured to meet their specific needs.
ESSENTIAL FUNCTIONS:
- Take ownership of new accounts and manage their onboarding.
- Understand requirements documents sent by our customers and configure the SagesGov software platform to model their requirements.
- Troubleshoot issues faced by our customers by:
- Gaining a clear understanding of the issue being faced by the customer
- Gaining a clear understanding of behavior the customer expects
- Gaining a clear understanding of the configuration currently in place in the SagesGov software platform for the customers' organization/jurisdiction
- And finally, either explaining or clarifying why the current behavior is correct or coming up with a plan/sequence of steps to fix the current behavior
- Design and deliver training for both customer staff and internal team members, covering platform features, workflows, and configuration, tailored to the audience's role and technical background.
- Create / Contribute to technical documentation such as Business Requirements documents and test scripts.
- Understand the type of services the government entity offers its citizens / constituents / customers.
- Understand information or input the government entity collects from their customers to process requests.
- Understand the steps taken by the government entity or the internal workflow followed to process customer requests to completion.
- Understand the roles / groups / departments inside the government entity who participate in the processing of a request.
- Understand the sequence in which these roles / groups / departments are involved in the processing of requests.
- Understand the outcome / goal of processing the request - from a customer standpoint and from the standpoint of a staff person.
- Understand the domain/use-cases that SagesGov caters to: Document Reviews, Permitting, Inspections, Issuance of Certificates / Notices / Documents / Citations / Licenses
- Leverage AI tools to increase personal productivity and output quality, including drafting and refining customer-facing communications, generating first drafts of requirements documents and meeting notes, researching unfamiliar domain topics, and troubleshooting configuration or scripting problems, while maintaining accountability for the accuracy and quality of all work product.
- Utilizes standard reporting tools such as Microsoft Report Builder to write, maintain and support a variety of reports or queries for customers.
- Understand the ins and outs of the features of the SagesGov software platform.
- Document key decisions, action items, and notes from meetings and distribute them to appropriate stakeholders.
JOB TYPE: Full-time
BENEFITS:
- Dental insurance
- Health Savings Account
- Health insurance
- Vision insurance
WORKING ENVIRONMENT:
Work is performed primarily in our office in Alpharetta with some travel (approximately once a month) between our customer sites. Some travel to professional meetings / annual conferences (approximately once a quarter) required.
ABOUT US:
At Sages Networks Inc., we believe in building and implementing quality real world software solutions to help our public sector customers. For the past 26+ years, we have worked closely with government agencies of various sizes to help them navigate their digital transformation and automation needs. Our cloud-based product SagesGov helps many jurisdictions deliver unprecedented levels of service to their citizens, builders, architects and engineers while helping staff improve efficiency with their daily tasks. Our innovative work ecosystem allows our team to build and deliver next generation software solutions and services to our customers.
QUALIFICATION & EXPERIENCE REQUIREMENTS:
- Bachelor’s degree in planning, computer science, management information systems, public or business administration or related field.
- 5 years of relevant experience working as a business analyst or account manager, of which at least 3 years must have been spent implementing software solutions and at least 2 years in B2B SaaS customer onboarding or account management.
- Experience working in a municipal planning, permitting or community development department is a big plus.
- Visa sponsorship for this role is currently not available.
OTHER REQUIREMENTS (Knowledge, Skills and Abilities):
Knowledge:
Understand public sector workflows in the areas of permitting, licensing, land use and building regulation.
Project management includes planning, scheduling, monitoring and problem solving.
Generally broad understanding of the permitting, licensing and code enforcement procedures in municipal governments.
Skills:
Demonstrated skill and experience in initiating, understanding and implementing workflow and process changes using software systems.
Must have solid critical thinking and problem-solving skills.
Excellent oral, written, presentation and interpersonal communication skills.
Proficiency in JavaScript (jQuery and/or vanilla JS) for writing and debugging form scripts and UI logic; ability to learn and apply scripting patterns specific to the SagesGov platform.
Proficiency in Microsoft Report Builder or SSRS for writing, modifying, and troubleshooting reports; ability to translate customer reporting needs into functional, accurate report definitions.
Comfort and proficiency using AI tools (such as Claude, ChatGPT, Copilot, or similar) as a productivity aid for drafting documentation, analyzing requirements, researching solutions, and accelerating day-to-day work; ability to apply good judgment in reviewing and validating AI-generated output before using it with customers or internally.
Strong proficiency in the use of Microsoft Office Suite, Visio and/or standard software applications typically used in a corporate office environment.
Be comfortable building Application forms using a Form designer.
Proven skills in project management within time and financial constraints.
Abilities:
Ability to collect, compile, and analyze complex information and data.
Understand and interpret workflow processes within a complex organization.
Diagnose and resolve systems analysis problems, evaluate alternatives and make sound independent decisions within established guidelines.
Ability to troubleshoot, configure, change, and test the SagesGov software system based on the business needs of public sector customers.
Requirements
QUALIFICATION & EXPERIENCE REQUIREMENTS:
- Bachelor’s degree in planning, computer science, management information systems, public or business administration or related field.
- 5 years of relevant experience working as a business analyst or account manager, of which at least 3 years must have been spent implementing software solutions and at least 2 years in B2B SaaS customer onboarding or account management.
- Experience working in a municipal planning, permitting or community development department is a big plus.
- Visa sponsorship for this role is currently not available.
OTHER REQUIREMENTS (Knowledge, Skills and Abilities):
Knowledge:
- Understand public sector workflows in the areas of permitting, licensing, land use and building regulation.
- Project management includes planning, scheduling, monitoring and problem solving.
- Generally broad understanding of the permitting, licensing and code enforcement procedures in municipal governments.
Skills:
- Demonstrated skill and experience in initiating, understanding and implementing workflow and process changes using software systems.
- Must have solid critical thinking and problem-solving skills.
- Excellent oral, written, presentation and interpersonal communication skills.
- Proficiency in JavaScript (jQuery and/or vanilla JS) for writing and debugging form scripts and UI logic; ability to learn and apply scripting patterns specific to the SagesGov platform.
- Proficiency in Microsoft Report Builder or SSRS for writing, modifying, and troubleshooting reports; ability to translate customer reporting needs into functional, accurate report definitions.
- Comfort and proficiency using AI tools (such as Claude, ChatGPT, Copilot, or similar) as a productivity aid for drafting documentation, analyzing requirements, researching solutions, and accelerating day-to-day work; ability to apply good judgment in reviewing and validating AI-generated output before using it with customers or internally.
- Strong proficiency in the use of Microsoft Office Suite, Visio and/or standard software applications typically used in a corporate office environment.
- Be comfortable building Application forms using a Form designer.
- Proven skills in project management within time and financial constraints.
Abilities:
- Ability to collect, compile, and analyze complex information and data.
- Understand and interpret workflow processes within a complex organization.
- Diagnose and resolve systems analysis problems, evaluate alternatives and make sound independent decisions within established guidelines.
- Ability to troubleshoot, configure, change, and test the SagesGov software system based on the business needs of public sector customers.
