Technical Business Analyst

Serving the People Who Serve the People

 

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

 

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

The Senior Technical Business Analyst is a key escalation point for resolving complex customer issues and ensuring high-quality service. This role supports internal and external clients, communicates effectively with leadership and cross-functional teams, and drives process improvements. Responsibilities include analysing business requirements, documenting bugs and enhancements, and contributing to team growth through coaching and training. Success requires strong analytical skills, clear communication, and the ability to work independently.

• Collaborate with government clients to gather, analyze, and document complex business and system requirements, translating them into detailed functional specifications and user stories.
• Act as a liaison between clients and technical teams to ensure mutual understanding of requirements and provide ongoing support.
• Provide strategic consultation to stakeholders and leadership, aligning system capabilities with business objectives and compliance standards.
• Identify and recommend system enhancements or new features based on client feedback, industry trends, and product expertise.
• Serve as the escalation point for critical or at-risk client accounts, addressing support issues promptly and effectively.
• Partner cross-functionally with engineering and product teams to escalate and resolve high-impact client issues, bugs, and advanced technical challenges.
• Proactively identify at-risk clients, initiate early engagement, and collaborate with internal teams to ensure client satisfaction.
• Mentor junior analysts and foster a culture of continuous improvement and knowledge sharing.
• Stay informed on industry trends, government regulations, and emerging technologies to guide solution design and client strategy.
• Communicate clearly and professionally with stakeholders at all levels, including executives, technical teams, and end users.
• Perform additional duties related to project delivery, client engagement, or internal initiatives assigned by leadership.
• Resolve support requests in accordance with established guidelines and service level agreements.
• Apply advanced SQL skills to investigate and resolve complex support cases efficiently.

• 5+ years of experience in business analysis, systems implementation, or consulting, with a strong focus on government or public sector projects.
• Expert-level understanding of ERP systems and enterprise platforms, including finance, HR, procurement, and case management modules.
• In-depth knowledge of public sector regulations, compliance standards, and operational frameworks.
• In-depth knowledge of Puerto Rico governmental accounting laws, regulations, and standards.
• Advanced proficiency in business process modelling, requirements elicitation, and translating complex business needs into actionable technical specifications.
• Highly skilled in Microsoft Office Suite, especially Excel (pivot tables, macros), Word, PowerPoint, and Outlook; familiarity with Microsoft Project and Access is a plus.
• Strong analytical and problem-solving capabilities, with a focus on data-driven decision-making and continuous process improvement.
• Bilingual fluency in English and Spanish, with proven ability to communicate effectively across diverse stakeholder groups.
• Demonstrated leadership and mentoring experience, guiding junior analysts and contributing to team development and performance.
• Self-starter with excellent time management skills, able to prioritize and manage multiple initiatives in a remote-first, fast-paced environment.
• Willingness to travel for on-site client engagements across Puerto Rico and other regions as needed.
• Solid understanding of SQL and database concepts, with the ability to collaborate effectively with technical teams on data-related initiatives.
• Professional, adaptable, and client-focused, with a commitment to excellence under pressure and during periods of change.
• Ability to navigate ambiguity and manage multiple priorities effectively.
• Excellent written and verbal communication skills, including customer‑facing interactions.
• Willingness and ability to drive within Puerto Rico and conduct in‑person customer visits. This role requires regular local travel and on‑site customer engagement across Puerto Rico.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

 

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

 

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

 

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here’s what you can expect as a Puerto Rico-based team member:

Flexibility & Balance

• Flexible Time Off – Take the time you need to rest, recharge, and live your life.
  
• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
  
• Work From Home Reimbursement – Support a productive home office environment.

Health & Wellness

• Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.
  
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

Family & Future

• Pension Plan and Retirement options

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
  
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.