DIR - IT Business Analyst IV (ServiceNow Business Analyst)

Job Description:

DIR - IT Business Analyst IV (ServiceNow Business Analyst)

Description

Agency Information

Web site:

https://dir.texas.gov/
Refer Inquiries to:

People and Culture Office
Contact Information:

[email protected]
H-1B Visa Sponsorship:

We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Equal Opportunity Employer

The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability. Please call 512-475-4922 to request reasonable accommodation.
What We Do

We are a technology agency powered by people.

DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents.

DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 260 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how Texas government serves Texans.

Job Description

Position Title:
IT Business Analyst IV (ServiceNow Business Analyst)
Class/Group:

0224/B27
Fair Labor Standards Act Status :

Exempt
Number of Vacancies :

1
Division/Section :

Information Technology & Artificial Intelligent Office/IT Operations
Salary Range :

$9,334.00 - $9,584.00/month
Duration:

Regular
Hours Worked Weekly :

40
Travel:

Limited
Work Location:

North / Austin, Texas 78758

Essential Job Duties

Position Summary

The IT Business Analyst IV (ServiceNow Business Analyst) will support and scale our ServiceNow platform across IT Service Management (ITSM), Telecom Service Management (TSM), Human Resources Service Delivery (HRSD), and future capabilities. This role will play a key part in large-scale ITSM migration, telecom order and inventory implementation, and ongoing platform growth.

This role performs advanced (senior-level) business analysis work. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. Employees at this level may f ully perform highly complex business analysis work and may:

• Identify business needs and develop user requirements, workflows, and system analysis.
• Evaluate and identify continuous improvements to ensure that system or program implementations are efficient and effective.
• Track and analyze business processes or results to clearly define and adopt product requirements, features, and enhancements

The IT Business Analyst IV (ServiceNow Business Analyst) will partner closely with product owners to translate business needs into well-defined requirements, ensure high-quality solution delivery, and bring consistency to processes, testing, and execution across the platform. The position reports to the IT Operations and ServiceNow Program Director and will perform the following functions:

• Leads discovery sessions with technical, operational, and business stakeholders to gather, analyze, and document requirements across ServiceNow modules and enterprise service management processes, including ITSM, telecom management, HRSD, and related platform capabilities.
• Translates business requirements into clear user stories, acceptance criteria, and functional specifications. Support product owners in backlog refinement, prioritization, and maintaining a healthy pipeline of work.
• Supports the design and implementation of telecom order management and inventory processes, including service modeling, asset tracking, and alignment with existing operational workflows.
• Partners with product owners and developers to refine requirements into implementable solutions. Ensure configurations align with documented requirements, validate outcomes against acceptance criteria, and maintain consistency with ServiceNow platform standards and best practices.
• Supports coordination across product owners, developers, project managers, and external partners by ensuring requirements clarity, tracking dependencies, and maintaining alignment throughout the delivery lifecycle.
• Plans and coordinates User Acceptance Testing (UAT), including test case creation, execution oversight, defect tracking, and stakeholder sign-off across multiple workstreams.
• Helps establish and enforce standards for requirements, testing, and delivery. Identify opportunities for process improvement and ensure alignment with Information Technology Infrastructure Library (ITIL) practices and long-term ServiceNow platform strategy.
• Performs other work-related duties as assigned.

Minimum Qualifications

Education

• Graduation from an accredited four-year college or university with major coursework in Management Information Systems, Computer Science, Information Technology, Business Administration, Telecommunications, or a related field.
• Additional work-related experience may be substituted for education on a year-for-year basis (High School diploma or equivalent required).

Experience and Training Required

• Minimum of five (5) years of hands-on experience as a Business Analyst supporting ServiceNow implementations, enhancements, and platform administration.
• Minimum of five (5) years of experience gathering, analyzing, documenting, and validating business and functional requirements for IT Service Management (ITSM) solutions.
• Minimum of three (3) years of experience supporting ServiceNow platform implementations, upgrades, or migrations, including coordination with third-party implementation partners or system integrators.
• Minimum of three (3) years of experience working in Agile/Scrum environments, including user story development, backlog refinement, sprint planning, and sprint support activities.
• Minimum of three (3) years of experience planning, coordinating, and leading User Acceptance Testing (UAT), including test strategy development, stakeholder coordination, defect tracking, and validation of business requirements.

Preferred Qualifications

Experience and Training Preferred

• Experience with telecom-related ServiceNow modules or inventory systems
• Exposure to HRSD, Software Asset Management (SAM), or CMDB in complex environments
• ServiceNow certifications (e.g., Certified Systems Administrator, Certified Implementation Specialist)
• Experience working in multi-team or federated ServiceNow environments
• ITIL Foundation certification
• Agile/Scrum certifications

Knowledge/Skills/Abilities

Knowledge, Skills, and Abilities

• Working knowledge of business analysis principles, practices, and methodologies, including requirements elicitation, business process analysis, workflow documentation, user story development, acceptance criteria definition, and backlog management within Agile and Scrum frameworks.
• Working knowledge of Information Technology Service Management (ITSM) principles, ITIL best practices, and enterprise service delivery processes, including incident, problem, change, request, asset, configuration, and service catalog management.
• Knowledge of ServiceNow platform architecture and capabilities, including data models, tables, relationships, workflows, forms, business rules, configuration standards, reporting, security roles, integrations, and module functionality across ITSM, HRSD, CMDB, telecom management, or related ServiceNow applications.
• Knowledge of telecommunications operations, network operations processes, telecom service provisioning, inventory and asset lifecycle management, order management processes, and operational workflows supporting enterprise technology services.
• Skill in facilitating requirements gathering sessions, documenting business and functional requirements, analyzing operational processes, identifying gaps, and translating business needs into implementable technical solutions.
• Skill in facilitating discussions with technical and business stakeholders to clarify requirements, resolve ambiguities, challenge assumptions, build consensus, and drive alignment on business processes, priorities, requirements, and solution outcomes.
• Skill in reviewing and validating system configurations, workflows, and enhancements to ensure alignment with documented requirements, platform standards, and operational objectives.
• Skill in planning, coordinating, and supporting UAT, including development of test scenarios, test scripts, defect documentation, issue tracking, and validation of system functionality across multiple business areas.
• Skill in analyzing complex business and operational problems, evaluating alternatives, identifying process improvement opportunities, and recommending effective solutions that align with organizational objectives and enterprise platform strategies.
• Skill in supporting large-scale technology implementations, migrations, enhancements, or enterprise platform initiatives involving multiple stakeholders, technical teams, vendors, or implementation partners.
• Ability to analyze and interpret technical and business information, workflows, policies, procedures, and system documentation to support operational and strategic decision-making.
• Ability to manage competing priorities, track dependencies, coordinate deliverables, and maintain alignment across concurrent projects, initiatives, and operational workstreams.
• Ability to identify risks, inconsistencies, process gaps, and operational impacts and recommend corrective actions, mitigation strategies, or process improvements.
• Ability to evaluate existing business processes and recommend standardization, governance practices, and continuous improvement opportunities to support enterprise ServiceNow platform maturity and long-term operational efficiency.
• Ability to support cross-functional coordination among product owners, developers, project managers, operational stakeholders, and external vendors throughout the system development lifecycle.
• Ability to learn, apply, and adapt to evolving technologies, business processes, operational requirements, and enterprise platform capabilities.
• Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers.
• Ability to understand, follow and convey brief oral and/or written instructions.
• Ability to communicate both verbally and in writing, in a clear and concise manner.
• Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment.
• Ability to work under pressure and exact schedules to complete assigned tasks.
• Ability to work a flexible schedule to meet required deadlines.
• Ability to comply with all agency policy and applicable laws.
• Ability to comply with all applicable safety rules, regulations, and standards.
• Ability to maintain the security and integrity of any critical infrastructure researched, worked on, or accessed for work purposes.

Computer Skills

• Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

Working Conditions

Other Requirements

• Regular and punctual attendance at the workplace.
• Criminal background check.

Working Conditions

• Frequent use of computers, copiers, printers, and telephones.
• Frequent standing, walking, sitting, listening, and talking.
• Frequent work under stress, as a team member, and in direct contact with others.
• Occasional bending, stooping, lifting, and climbing.

Military/Veteran Information

Military Occupation Specialty Code:

Army: 25B; Navy: IT; Coast Guard: IT, ISM; Marine Corps: 8846, 8848; Air Force: 16KX
Selective Service Registration:

Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

How to Apply

How To Apply:

• Select the link below to search for this position: https://erphcmprd.cpa.texas.gov/psc/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?FOCUS=Applicant
• Enter the job posting number " 100172 " in the keyword search.
• You must create a CAPPS Career Section candidate profile or be logged in to apply.
• Update your profile and apply for the job by navigating through the pages and steps.

Special Instructions:

• Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.
• Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Closing Date/Time: 2026-07-13

Salary:

$9334.00 - 9584.00 Monthly