Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS HRAM FL.HRS CG SEARCH FL.GBLPage=HRS APP JBPST FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=100172andPostingSeq=1Agency InformationWeb site:https://dir.texas.gov/Refer Inquiries to:People and Culture OfficeContact Information:Careers@dir.texas.govH-1B Visa Sponsorship:We are unable to sponsor or take over sponsorship of an employment Visa at this time.Equal Opportunity EmployerThe 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 DoWe 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 DescriptionPosition Title:IT Business Analyst IV (ServiceNow Business Analyst)Class/Group:0224/B27Fair Labor Standards Act Status:ExemptNumber of Vacancies:1Division/Section:Information Technology and Artificial Intelligent Office/IT OperationsSalary Range:$9,334.00 - $9,584.00/monthDuration:RegularHours Worked Weekly:40Travel:LimitedWork Location:North / Austin, Texas 78758Essential Job DutiesPosition SummaryThe 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 fully 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 QualificationsEducationGraduation 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 RequiredMinimum 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/Sc
