Business Analyst Consultant – Public Safety CAD/RMS

About the position At Centric Consulting, we've cultivated a unique approach to business. Our business is built on three fundamental principles: Enjoy the people you work with, have fun, and do great work. These principles define our consulting model and have crafted one of the most vibrant cultures in the consulting industry – celebrating individuals, collaboration, and lifelong friendships. The Business Analyst (BA) will support a Public Safety client in assessing, stabilizing, and improving their Computer Aided Dispatch (CAD) and Records Management System (RMS) environments. This role serves as a critical liaison between IT, Public Safety stakeholders (Police, Fire, EMS, and Dispatch), and the system vendor (Motorola). The BA will focus on identifying outstanding system and process issues, documenting current state workflows, recommending process improvements, and developing clear, user focused training and documentation to support sustained operations. This role requires hands on engagement with end users, strong process and systems analysis skills, and the ability to translate operational needs into actionable recommendations and documentation.

Responsibilities

• Stakeholder Engagement & Collaboration
• Partner closely with Public Safety leadership, Public Safety users, IT, and Motorola to understand operational challenges and system performance concerns.
• Facilitate working sessions, interviews, and observations with dispatchers, officers, supervisors, and administrative staff to capture real-world system usage.
• Act as a trusted intermediary, ensuring clear communication and alignment across technical and operational teams.
• Issue Identification & Analysis
• Identify, document, and help validate outstanding CAD and RMS issues, including workflow inefficiencies, configuration gaps, usability concerns, and training-related challenges.
• Distinguish between technology defects, configuration issues, process gaps, and training needs to support accurate root-cause analysis.
• Support issue tracking, prioritization, and status reporting in coordination with City IT and Motorola.
• Process Mapping & Improvement
• Identify process improvement opportunities that enhance efficiency, safety, data quality, and user experience.
• Develop future-state (“to-be”) process maps and recommendations that align system capabilities with operational needs and policy requirements.
• Ensure process documentation is clear, practical, and grounded in how Public Safety teams actually work.
• Documentation & Training Support
• Develop and maintain functional documentation, including process flows, workflow narratives, and system usage guides.
• Create training materials such as user guides, job aids, quick reference cards, and step-by-step instructions tailored to Public Safety audiences.
• Review existing training and documentation, identify gaps, and update materials as needed to reflect current system configurations and processes.
• Support knowledge transfer and adoption by ensuring documentation is accessible, accurate, and easy to use.
• Coordination & Reporting
• Work in close coordination with project management, change management, and technical teams to ensure analysis and documentation align with project goals.
• Provide clear, concise updates on findings, risks, and recommendations to project leadership and stakeholders.
• Support governance and decision-making by supplying well-structured analysis and supporting artifacts.

Requirements

• Proven experience as a Business Analyst supporting complex, operationally critical systems.
• Strong skills in process mapping, requirements documentation, and issue analysis.
• Ability to work effectively with both technical and nontechnical stakeholders.
• Excellent written and verbal communication skills, with a focus on clarity and usability.
• Experience working with vendor-implemented systems and coordinating across client, IT, and vendor teams.

Nice-to-haves

• Experience working with Public Safety, Justice, or emergency services environments (Police, Fire, EMS, Dispatch) is strongly preferred.
• Familiarity with CAD and/or RMS systems and the operational workflows they support.

Benefits

• We proudly offer competitive compensation, a comprehensive and well-rounded benefits package for full-time employees that have been designed to nourish your well-being, such as health coverage, wellness programs, 401K company match, self-managed PTO, and other unique incentives that celebrate your accomplishments.
• Remote and Hybrid Work
• Time Off When You Need It
• Benefits That Flex
• Professional Development

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