Business Analyst Senior

Department: Charlotte Area Transit System Department

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY
The Business Analyst II is a hands-on operations analytics role responsible for developing actionable insights that improve decision-making and operational performance across the agency. This role partners with business units to use detailed operational data to investigate performance drivers, diagnose service and operational challenges, evaluate improvement opportunities, and deliver clear, data-driven recommendations.

This role involves work of greater scope and complexity than entry-level analyst assignments and requires more advanced analytical judgment. The Business Analyst II translates data into meaningful insights, builds reporting solutions, and supports continuous improvement initiatives by identifying trends, evaluating performance, and quantifying impact.

Major Duties and Responsibilities

Data Analysis and Performance Management

- Access, integrate, validate, analyze, and interpret detailed data from multiple systems, including operational, financial, workforce, customer, safety, quality, compliance, or other business data.
- Develop recurring and ad hoc reports, dashboards, summaries, charts, presentations, and analytical work products for managers and stakeholders.
- Investigate trends, anomalies, variances, and performance gaps using detailed business and operational data; diagnose underlying causes and identify actionable improvement opportunities.
- Support development, refinement, and maintenance of performance measures, tracking tools, reporting definitions, or other analytical outputs used for management oversight.
- Present data findings in a clear and useful manner to support planning, review, and decision-making.
- Help monitor the results of operational changes or improvement initiatives and assess observed impacts through data and stakeholder input.
- Support a culture of continuous improvement through structured analysis, documentation, and follow-through.

Research, Documentation, and Recommendations

- Research business issues, operating concerns, performance questions, and process-related topics using available data, records, staff input, and other sources.
- Prepare written analyses, business summaries, process maps, findings, recommendations, and decision-support materials for management review.
- Develop and maintain documentation related to business practices, performance measures, standard operating procedures, process guidance, reporting logic, or analytical methodologies.
- Organize and maintain reference materials, data, and supporting documentation related to assigned projects and recurring responsibilities.
- Translate analytical work into practical business language and actionable recommendations.

Cross-Functional Coordination and Stakeholder Support

- Work with managers, supervisors, frontline staff, and support departments to gather information, clarify business practices, validate findings, and support assigned analysis.
- Participate in or facilitate meetings, interviews, work sessions, reviews, or process discussions related to business operations and improvement efforts.
- Coordinate assigned analytical work involving multiple participants, deadlines, departments, or inputs.
- Communicate findings, trends, process information, and recommendations clearly and professionally to assigned stakeholders.
- Support alignment and consistency in business practices, reporting approaches, and performance understanding across affected groups.

Core Competencies

Analysis and Data Visualization: Ability to apply analytical methods and tools to interpret data from multiple sources, evaluate performance, and develop clear, actionable dashboards and visualizations that support business decisions.

- Experience with data visualization tools such as Power BI or Tableau.
- Experience with data analysis tools and programming languages such as SQL, Python, or R.
- Familiarity with statistical analysis, forecasting, and performance reporting.

Analytical Thinking: Ability to evaluate business processes, operational issues, and performance data in a structured and independent manner; identify root causes, trends, risks, and opportunities; and develop sound conclusions supported by evidence.

- Reviews data and business information critically and logically.
- Identifies patterns, issues, and underlying drivers affecting performance or process outcomes.
- Develops sound analytical conclusions using appropriate information and methods.

Communication: Ability to communicate complex process and data findings clearly and professionally in writing and verbally; prepare strong analytical materials; and present information in a manner useful to managers and stakeholders.

- Prepares clear reports, summaries, process documentation, and recommendations.
- Communicates findings and business implications in an understandable and organized way.
- Supports productive dialogue with managers, staff, and stakeholders regarding analysis and improvement needs.

Project Coordination: Ability to organize analytical work, coordinate across stakeholders, manage timelines and follow-up, and support improvement initiatives or cross-functional assignments through completion.

- Coordinates assigned analytical work involving multiple deadlines, inputs, or participants.
- Tracks open items, action steps, and implementation follow-up effectively.
- Maintains continuity and organization across multi-step analytical or improvement efforts.

Judgment and Independent Problem Solving: Ability to work with professional independence, define analytical approaches, resolve moderately complex issues within scope, and determine when to escalate, recommend, or act.

- Exercises sound judgment in selecting approaches and organizing work.
- Resolves many analytical and coordination issues independently within assigned scope.
- Recognizes matters that require management review, broader coordination, or escalation.

Knowledge, Skills and Abilities

Knowledge of:

- Principles and practices of business process analysis, operational analysis, and performance measurement.
- Methods for collecting, validating, organizing, analyzing, and interpreting business and operational data.
- Business documentation techniques, including process maps, findings summaries, reports, procedures, and analytical work papers.
- Standard office software, spreadsheet applications, presentation software, and common business reporting tools.
- General principles of continuous improvement, workflow analysis, performance management, and business operations support.

Skill in:

- Analyzing business processes, operational practices, and performance information.
- Preparing clear reports, dashboards, charts, summaries, recommendations, and process documentation.
- Organizing and interpreting data from multiple sources to support business decisions.
- Using spreadsheets, databases, and reporting tools to perform analysis and present findings.
- Working effectively with managers, staff, and cross-functional stakeholders in a professional and collaborative manner.

Ability to:

- Learn and apply knowledge of assigned division operations, business processes, terminology, and performance expectations.
- Perform varied professional analytical assignments with independence and sound judgment under general direction.
- Identify trends, issues, risks, inefficiencies, and opportunities in business processes and data.
- Develop practical findings and recommendations supported by analysis.
- Support process reviews, reporting activities, and improvement efforts in a structured and dependable manner.
- Communicate findings and recommendations clearly, both verbally and in writing.
- Manage multiple assignments and deadlines while maintaining organized and reliable work products.

Salary: $85,288.00 - $106,610.00 Commensurate with Experience

Minimum Qualifications

- Bachelor’s degree in public administration, operations management, economics, statistics, planning, data analytics, or a related field and four (4) years of professional experience in business analysis, process analysis, operational analysis, data analysis, performance reporting, program analysis, or a related field; or an equivalent combination of education and experience.
- Experience independently analyzing detailed operational data from multiple sources to investigate performance issues, evaluate improvement initiatives, and develop actionable recommendations.
- Experience using spreadsheets, databases, data analysis and visualization tools, presentation software, and standard office applications to support analysis and decision-making.

Preferred Qualifications

- Experience supporting process improvement, performance management, or operational analysis in a public-sector, transportation, or similarly complex operating environment.
- Experience preparing dashboards, performance reports, process maps, standard operating procedures, analytical summaries, or management recommendations.
- Experience working with operational, administrative, financial, workforce, customer, safety, quality, or compliance-related data.
- Experience supporting or coordinating cross-functional business improvement initiatives.

Working Environment and Physical Demands

- Works primarily in an office environment with regular use of computers, monitors, phones, and other standard office equipment.
- Requires frequent sitting, standing, walking, reaching, and handling of documents, files, and related materials.
- May occasionally be required to attend meetings, conduct observations, or gather information in operational or field environments depending on assigned division responsibilities.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected]

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click  here  to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.