Senior Technical Business Analyst

Job Posting Title:

Senior Technical Business Analyst

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Hiring Department:

Enterprise Technology - Customer Support

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue Until Aug 30, 2028

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Location:

Texas

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Job Details:

General Notes

Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

This is a fixed term position that ends three years from the employee’s start date.

Flexible work arrangements are available for this position, including the ability to work 100% remotely. We prefer a candidate located in the Central Texas Region as travel to campus for occasional in-person events, training, team meetings, activities, etc., will be required.

This position provides a balance of life/work with typically a 40-hour work week, and travel limited to training (e.g., conferences/courses).

Your skills will make a difference.

You’ll be working for a university that is internationally recognized for our academic programs and research. Your work will make a difference in the lives of university staff, thereby enhancing student experience. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working in our department and for UT Austin. UT Austin provides an outstanding benefits package including but not limited to:

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
• Voluntary Vision, Dental, Life, and Disability insurance options
• Generous paid vacation, sick time, and holidays
• Teachers Retirement System of Texas: a defined benefit retirement plan
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional conference opportunities
• Tuition assistance
• Expansive employee discount program including athletic tickets
• Free access to UT Austin's libraries and museums with staff ID card
• Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards

Must be authorized to work in the United States on an ongoing, full-time basis for any employer without sponsorship.

This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work.

Purpose

The Technical Business Analyst will play a key role in bridging business needs with technical solutions across the ServiceNow platform and Endpoint Management (EPM) services. This role is responsible for gathering and analyzing requirements, designing and documenting solutions, and collaborating with stakeholders to ensure the successful implementation, enhancement, and support of ServiceNow applications and endpoint-related projects. This position also supports cross-functional initiatives to streamline IT service delivery and improve device lifecycle processes.

Responsibilities

Requirement Analysis and Solution Design

• Collaborate with Colleges, Schools and Units (CSUs) IT support teams, and technical stakeholders to gather and document requirements related to ServiceNow and Endpoint Management.
•  Facilitate workshops and interviews to understand business processes, pain points, and opportunities for improvement.
•  Translate requirements into clear functional and technical specifications, including use cases and user stories.
• Design and propose ServiceNow and EPM solutions that align with enterprise IT goals and best practices.
• Create and maintain documentation including process flows, mockups, and functional specs.
• Facilitate alignment across technical and non-technical teams and ensure traceability to business outcomes.
•  Support roadmap planning for Endpoint Management and ServiceNow service offerings.

Testing and Validation

• Develop and execute test plans to validate functionality across ServiceNow and EPM solutions.
•  Coordinate user acceptance testing (UAT), collect feedback, and iterate improvements.
• Partner with architects, developers and system administrators to address issues and ensure high-quality deliverables.

Platform Support

• Monitor ticket queues to ensure timely response and resolution of issues across the ServiceNow and endpoint environments.
• Support continuous improvement of the development of lifecycles by adhering to documented standards and good practices.
• Assist with project coordination and support.

Training, Documentation, and Knowledge Sharing

• Provide training and support to end-users and support teams on ServiceNow functionality and endpoint workflows.
• Contribute to knowledge bases and documentation efforts for both ServiceNow and EPM practices.
• Mentor junior staff and contribute to cross-training within the team.
• Promote awareness of new features, best practices, and optimization opportunities.

 Strategic Initiatives and Continuous Improvement

• Stay up to date on the latest ServiceNow platform capabilities and EPM tools (e.g., Jamf Pro, Microsoft Intune).
• Identify opportunities to improve IT service delivery, automation, and the end-user experience.
• Participate in strategic planning for future-state design and modernization of device and service management.
• Perform other related functions as assigned.

Required Qualifications

• High school graduation or GED.
• At least 5 years of experience as a Business Analyst or Technical Analyst supporting IT operations or enterprise platforms.
• At least 4 years of experience supporting ServiceNow modules such as ITSM, HRSD, SPM, or CSM.
• Familiarity with endpoint management platforms (e.g., Jamf Pro, Microsoft Endpoint Configuration Manager, Intune).
• Proficiency in creating process documentation, user stories, and test plans. Working knowledge of web technologies such as JavaScript, HTML, and REST APIs.
• Strong understanding of ITSM and ITIL frameworks.
• Experience mentoring or coaching team members.
• Excellent problem-solving and analytical skills.
• Strong communication, organizational, and interpersonal skills.
• Ability to manage multiple tasks and priorities independently and collaboratively.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• Experience with endpoint lifecycle processes, policy enforcement, or software deployment.
• Experience managing projects or coordinating cross-functional initiatives.
• Experience facilitating user or customer advisory committees.
• ServiceNow and/or Endpoint Management certifications (e.g., CSA, CIS, Jamf Certified Tech/Admin).

Salary Range

$70,000 + depending on qualifications

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• Use of manual dexterity

Work Shift:

Monday – Friday, Flexible between 7am - 6pm, Central Time. Evening or weekend work may be required in exceptional circumstances.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.