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Enterprise IT Business Analyst III
TTUS Communication Services Position Description The Enterprise IT Business Analyst III plays a critical role in understanding and documenting the business processes of Texas Tech University departments. This position is a liaison between IT and functional departments, assisting in technology requests and ensuring alignment between business needs and IT solutions. The analyst is responsible for conducting complex business analysis, collaborating with stakeholders, and providing strategic insights to drive process improvements. As part of the central IT Division, this position may interface with key IT leadership and functional leadership across Texas Tech University System institutions. The Enterprise IT Business Analyst III is expected to function at a senior level, providing expertise in business analysis, technical requirements gathering, and process optimization. About the University Established in 1923, Texas Tech University is a Carnegie R1 (very high research activity) Doctoral/Research-Extensive, Hispanic Serving, and state-assisted institution. Located on a beautiful 1,850-acre campus in Lubbock, a city in West Texas with a growing metropolitan-area population of over 300,000, the university enrolls over 40,000 students with 33,000 undergraduate and 7,000 graduate students. As the primary research institution in the western two-thirds of the state, Texas Tech University is home to 10 colleges, the Schools of Law and Veterinary Medicine, and the Graduate School. The flagship of the Texas Tech University System, Texas Tech is dedicated to student success by preparing learners to be ethical leaders for a diverse and globally competitive workforce. It is committed to enhancing the cultural and economic development of the state, nation, and world.
About Lubbock:Referred to as the "Hub City" because it serves as the educational, cultural, economic, and health care hub of the South Plains region, Lubbock boasts a diverse population and a strong connection to community, history, and land. With a mild climate, highly rated public schools, and a low cost of living, Lubbock is a family-friendly community that is ranked as one of the best places to live in Texas. Lubbock is home to a celebrated and ever-evolving music scene, a vibrant arts community, and is within driving distance of Dallas, Austin, Santa Fe, and other major metropolitan cities. Lubbock's Convention & Visitors Bureau provides a comprehensive overview of the Lubbock community and its resources, programs, events, and histories. Major/Essential Functions
- Maintain knowledge of institutional business processes. Perform business analysis in collaboration with stakeholders to identify and document business needs. Convert business use cases into technical requirements to ensure successful IT work initiatives. Collaborate with internal teams and stakeholders to review strategies, explore options, and address potential issues to ensure successful work initiatives. Identify opportunities for improvement and recommend changes to enhance the efficiency and effectiveness of processes. Work Environment This position operates within a collaborative IT environment and requires interaction with IT leadership, business users, and functional leadership across the Texas Tech University System. The role involves independent problem-solving, cross-functional collaboration, and contributing to enterprise-wide IT initiatives.
- System Design: Collecting and analyzing information from system users to formulate the scope and objectives of the system.
- Continuous Improvement: Collaborate with service desk teams to implement process improvements and corrective actions to enhance service quality.
- Monitoring and Evaluation: Collaborate with the management team to regularly review and assess service desk processes to ensure compliance with established standards and identify areas for improvement.
- Quality Assurance: Collaborate with the management team to conduct audits and inspections of service desk activities to ensure adherence to quality guidelines and best practices.
- Data Analysis: Using application dashboards, design, collect, and analyze performance data, metrics, and customer feedback to identify trends and areas for process enhancement.
- ServiceNow Management: Assist leadership in using ServiceNow to monitor, track, and report on service desk activities and performance metrics.
- Testing: Develop and execute test plans to validate service desk processes and system functionalities, ensuring they meet quality standards.
- Documentation: Preparing and maintaining technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system. Maintain accurate records of quality assessments, findings, and corrective actions taken.
- Training and Development: Provide training and support to service desk staff on quality control processes, best practices, effective use of ServiceNow, and testing procedures.
- Reporting: Prepare and present reports on quality control activities, findings, and recommendations to management.
- Compliance: Ensure service desk operations comply with relevant regulations, standards, and organizational policies.
Required Qualifications Bachelors degree in Business, Computer Science, MIS or similar field and 3 - 5 years of related experience. Additional job related experience may be substituted for the required education on a year-for-year basis. Experience in higher education with exposure to business processes, business analyst training, or work experience in functional departments.
Applicants for this Security Sensitive Level II position will be subject to a criminal background check and must pass a drug and alcohol test after a conditional offer of employment has been extended, but before employment can be confirmed. Preferred Qualifications
- Current certification in project management or business analysis, such as Entry Certificate in Business Analysis (ECBA), Certified Business Analysis Professional (CBAP), Certification of Capability in Business Analysis (CCBA), Project+, Certified Associate in Project Management (CAPM), or Certified Scrum Master (CSM)
- Current Information Technology Infrastructure Library (ITIL) 4 Foundations certification
- ServiceNow certifications such as CSA, CIS-ITSM or ServiceNow Business Process Analyst Career Journey
Safety Information Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees. Occasional Duties MAJOR/ESSENTIAL FUNCTIONS CONTINUED
Knowledge:
- Systems Thinking: A solid grasp of how IT systems work, their components, and how they interact. Understanding the software development lifecycle wouldn't hurt either.
- Business Analysis Principles: Knowing the core concepts and methodologies of business analysis, like requirements elicitation, process modeling, and stakeholder management.
- Service Desk Operations: Familiarity with IT service management (ITSM) frameworks (like ITIL) and how service desks function, their common processes, and key metrics.
- Data Analysis Fundamentals: Understanding basic statistical concepts and how to interpret data to identify trends and insights.
- Quality Assurance Basics: Knowledge of quality control principles, auditing techniques, and best practices for ensuring quality in IT services.
- ServiceNow Platform: A working understanding of ServiceNow's functionalities, especially those related to monitoring, tracking, and reporting on service desk activities.
- Testing Methodologies: Awareness of different software testing approaches and the ability to develop effective test plans.
- Technical Documentation Standards: Knowing how to create clear, concise, and user-friendly technical documentation.
- Training Principles: Understanding how adults learn and effective methods for delivering training and support.
- Compliance and Regulatory Requirements: Awareness of relevant industry regulations, standards, and organizational policies related to IT service delivery.
Skills:
- Requirements Elicitation: Excellent ability to gather and analyze information from various stakeholders to define system scope and objectives. This includes active listening, interviewing, and facilitating workshops.
- Process Improvement: Strong analytical and problem-solving skills to identify areas for process enhancement and implement effective solutions.
- Data Analysis & Interpretation: Proficiency in using application dashboards and tools to collect, analyze, and interpret performance data and customer feedback.
- ServiceNow Proficiency: Ability to navigate and utilize ServiceNow for monitoring, tracking, and reporting purposes.
- Test Planning & Execution: Skill in developing comprehensive test plans and executing them to validate system functionalities and processes.
- Technical Writing: Ability to create clear, accurate, and concise technical documentation for various audiences.
- Training & Presentation: Ability to develop and deliver effective training sessions and present findings and recommendations to management.
- Communication & Collaboration: Excellent verbal and written communication skills to interact effectively with technical and non-technical stakeholders.1 Strong collaboration skills to work effectively with service desk and management teams.
- Auditing & Inspection: Ability to conduct thorough audits and inspections to ensure adherence to quality guidelines.
Abilities:
- Analytical Thinking: Ability to break down complex problems into smaller parts, analyze data, and draw logical conclusions.
- Problem-Solving: Ability to identify root causes of issues and develop effective solutions.
- Attention to Detail: Thoroughness and accuracy in data analysis, documentation, and quality assurance activities.
- Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and maintain organized records.
- Adaptability: Ability to adjust to changing priorities and learn new technologies and processes quickly.
- Collaboration: Ability to work effectively within a team and build strong working relationships with stakeholders.
- Initiative: Ability to proactively identify areas for improvement and take ownership of tasks.
- Critical Thinking: Ability to evaluate information objectively and make sound judgments
Does this position work in a research laboratory? No Required Attachments Professional/Personal References, Resume / CV Pay Statement Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan by visiting www.depts.ttu.edu/hr/payplan. Schedule Details Monday - Friday 8 AM to 5 PM - As required to meet institutional objectives. EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran. |
Texas Tech University
Apr 29, 2025