The Business Analyst serves as the subject matter expert on emergency services operations, responsible for defining what gets measured, why it matters, and whether the resulting analysis reflects real world activities and performance. This role pairs directly with the Data Analyst: where the Data Analyst builds the query, the Business Analyst frames the question, validates the interpretation, and carries the findings. The two roles are designed to work as a pair, and a candidate strong in both directions will be considered for either. The ideal candidate brings operational fluency in 911 communications, fire/first response, or EMS, a structured analytical mindset, and the judgment to recognize when a number is arithmetically correct but operationally wrong.
Essential Responsibilities
- Gather the contracts, standards documents, unit rosters, facility lists, and agency details required to configure a new or expanding client
- Translate contractual, regulatory, and clinical standards into documented measurement criteria,
- including governing authority contracts, collective bargaining agreements, and published response time standards
- Specify the client configuration to be implemented, including standards, event calculation rules, compliance criteria, exemption logic, determinant-to-classification mapping, and region definitions, then validate the delivered configuration against the client's obligations
- Frame analytical questions for the data team, specifying the population, the interval, the comparison, and the standard being tested
- Review analytical output for operational plausibility and identify results that are technically correct but inconsistent with how the system actually runs
- Rule on data quality questions referred by the Data Analyst, determining whether an implausible value represents an error, a real event, or local operating practice
- Train client users on Victor, including navigation, reporting, and interpretation of standard outputs
- Present and defend findings to client leadership, including the methodology applied, the standard tested against, and the basis for each determination
- Maintain documentation of standards, definitions, and analytical protocols so that every finding is reproducible and auditable
- Observe all company policies and procedures
Additional Responsibilities:
- Cross training and assisting Data and Deployment Analyst positions
- Minimal travel may be required
- Perform other duties as assigned
Minimum Knowledge, Skills, and Abilities:
- Demonstrate a high degree of professionalism to engender respect and build rapport as a knowledgeable and helpful resource both in and outside the company
- Commit to maintain confidentiality and handle highly sensitive information with discretion Perform detailed work accurately and within agreed upon deadlines
- Working knowledge of EMS, fire, or 911 communications operations sufficient to judge whether an analytical result is operationally credible
- Proficient with analysis and reporting tools, including Victor, Tableau or Power BI, and AI
- assistants such as Claude, sufficient to answer questions without writing SQL
- Strong foundation in statistical reasoning, including descriptive statistics, distributions, and rates
- Demonstrated ability to interpret contracts, policy documents, and technical specifications Highly detail oriented, with the ability to identify anomalies and inconsistencies within large, complex datasets
- Proficient with Microsoft Office Suite (Word, Excel, and PowerPoint) and Apple productivity applications (Pages, Numbers, and Keynote)
- Excellent written and verbal communication skills, able to convey technical findings clearly to non-technical stakeholders
- Make use of strong organizational and interpersonal skills Prioritize and manage time effectively
- Hold relevant training certificates or equivalent professional experience
Preferred Knowledge, Skills, and Abilities:
- Field or console experience in EMS, fire, or 911 dispatch, such as EMT, paramedic, firefighter, dispatcher, supervisor, or operations manager
- Familiarity with EMD protocols (e.g., MPDS) and determinant coding
- Knowledge of EMS deployment principles, system status management, and unit hour utilization
- Familiarity with response time standards and compliance frameworks, including contractual, NFPA 1710/1720, and CAAS requirements
- Able to read and run existing SQL queries and interpret the result sets Familiarity with CAD systems and AVL/GPS data
- Experience with GIS or spatial analysis tools (e.g., ArcGIS, QGIS)
- Possess 3+ years' experience as an analyst in the public service or healthcare fields
- Hold a degree in public administration, business administration, healthcare administration, emergency management, or a related field
Physical Demands:
- Sitting in front of a computer for extended periods of time
- Occasionally stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl, and lift/ move 25 pounds.
- Must be able to see objects in presence of glare or bright lighting (e.g., computer screen)
Work Environment:
- Office is located in residential complex outside Boerne
- Familial obligations may impact office environment
- Must be able to work effectively without direct supervision
The purpose of this job description is to communicate the general requirements, essential functions and duties of this position. It cannot capture all of the anticipated needs and demands, which may change over time as business needs dictate. Therefore, the Company reserves the right to change them at any time. All employees will perform any other related duties as assigned. The duties, mental functions, physical demands, and work environment factors described above are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions of this position.