Columbia Association, headquartered in Howard County, Maryland, is known for engaging our diverse community, cultivating a unique sense of place, and enhancing the quality of life in Columbia, Maryland, all thanks to the efforts of our remarkable team members. If you share in our passion for teamwork and our vision, we want you to fast-forward your career with us at Columbia Association.

Summary:

The Systems & Business Operations Analyst is a hybrid technical and operational role responsible for supporting, analyzing, and optimizing the organization’s business systems, applications, and associated tools. This position provides cross-functional technical and analytical support across the organization and serves as a key liaison between IT, business units, and end users to ensure systems are effectively aligned with operational and strategic objectives.

The role encompasses technical system administration, data analysis and reporting, process improvement, documentation, training, and stakeholder engagement, while proactively identifying opportunities to enhance system performance, data integrity, and user experience. The position requires strong customer service, troubleshooting, and problem-solving skills across enterprise applications, business systems, and end-user technologies, and the ability to work independently and collaboratively, communicate effectively with technical and non-technical stakeholders, and apply analytical thinking to support business outcomes.

The position supports a variety of enterprise applications, including CRM, ERP, HRIS, reporting and analytics, ITSM, and other integrated business systems.  

Essential functions:

System Administration & Tier 2 Support

Serve as a primary point of contact for escalated system and application issues beyond Tier 1, ensuring timely resolution and root cause analysis.
Administer and maintain enterprise business systems and applications, including user access, roles, permissions, and configuration settings.
Monitor system performance, data integrity and user activity to ensure reliability, security, and compliance with organizational standards.
Coordinate with internal IT teams and external vendors to manage system updates, patches, integrations, and issue resolution.

Business Operations & Process Optimization

Partner with business units to understand operational workflows and translate requirements into system-supported solutions.
Identify opportunities to streamline automate, and improve business processes using enterprise systems, integrations, and reporting tools (e.g., APL Integrations, reporting dashboards
Support cross-functional initiatives that rely on system data to enable operational efficiency, service delivery, and informed decision-making.

Training, Documentation & Change Management

Develop and deliver end-user training including onboarding, refresher sessions, and new system or feature rollouts.
Create and maintain system documentation, including standard operating procedures (SOPs), user guides, and knowledge base articles.
Support change management activities related to system enhancements, ensuring clear communication, user readiness, and minimal operational disruption.

Stakeholder Engagement & Communication

Act as a liaison between IT, business units, and vendors to ensure alignment on system-related initiatives and priorities.
Participate in service reviews, governance forums, and project planning activities to represent systems capabilities and user needs.
Communicate systems outages, changes, and updates to stakeholders in a timely and professional manner.

Data Integrations, Analysis & Reporting

Generate, analyze, and interpret system reports to support operational insights, performance tracking, and strategic planning.
Ensure data quality and consistency across enterprise systems by establishing validation controls and supporting data correction efforts.
Respond to ad hoc reporting requests and develop dashboards that provide actionable insights to leadership.
Support and monitor data integrations across enterprise platforms to ensure accuracy and reliability

Project & Service Readiness

Assist with systems-related projects, including requirements gathering, testing, implementation, and post-deployment support.
Contribute to service readiness by documenting support procedures, escalation paths, and service level expectations.
Provide backup support for the Service Delivery Manager and contribute to succession planning by shadowing leadership responsibilities.

Qualifications and skills:

3 years of experience in IT support, systems administration, business systems analysis, or business operations support.
Strong understanding of enterprise business systems, system administration concepts, and IT Service Management (ITSM) practices.
Strong understanding of Member Management and CRM platforms (Club Automation) Preferred
Strong understanding of various Enterprise Application Stack
Strong data analytic and systems administration skills
Excellent analytical, problem-solving, and troubleshooting skills.
Strong communication and interpersonal skills; able to work with technical and non-technical stakeholders.
Experience developing process documentation, delivering end-user training, and providing system support.
Familiarity with scripting, automation, or integration tools is a plus.
Ability to manage multiple priorities in a fast-paced environment.
Strong customer service orientation with a proactive, collaborative mindset.

Education:
Associate's degree in information systems, Business Administration, or a related field; or equivalent technical training and experience. Bachelor's Degree a plus.

Physical demands:

Ability to stand for long periods of time
Ability to bend, stoop, reach, and climb without any difficulty
Lifting up to 50 pounds

Licenses, Certificates, etc.:

ITIL Foundations certification (or willingness to obtain within 4 months).
Smartsheet Core App Certification (or willingness to obtain within 2 months).
Microsoft Power Platform (Power Automate/Power BI)
Cloud fundamentals (Azure), or other certifications related to automation, system integration, or data analytics

Work environment:

Office-Based, ability to work in an office setting.
Position may require extended hours, including evenings and weekends, travel to multiple work sites, and occasional out-of-town travel.
Hybrid work opportunities are available at the discretion of the supervisor and per organization policy.

The salary range for this position is $87,000K to $97,000K. The actual salary offered will depend on the overall qualifications of the individual applicant for the position and the budgeted amount for the role. CA offers a positive, fun work environment and a generous benefits package. Full-time benefits include medical, dental, vision, life insurance, 401(k), a free Fit & Play membership, Wellness benefits w/perks and paid leave.

Columbia Association is an equal employment opportunity employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to the following legally protected characteristics: race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military/veteran status, or any other characteristic protected by local, state or federal law. EOE/ADA. We encourage applications from candidates who can contribute to the diversity of our organization. Over and above non-discrimination, CA’s mission includes engaging our diverse community and meeting the evolving needs of a dynamic and inclusive community. That’s why we welcome folks of diverse or marginalized backgrounds and abilities to apply to become part of the CA team.

IT - SYSTEM_ANALYST