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Senior IT Business Analyst for ServiceNow

Job Details

Posting Number:


Position Title:

Senior IT Business Analyst for ServiceNow


OIT Platform Development



Job Family:

Information Technology

Position Status:


Work Hours:


Work Schedule:

Monday-Friday; 8:00am-5:00pm
Possibility for hybrid remote schedule.

Open to:

External and Internal


Salary is commensurate based on qualifications and relevant experience up to $82,780.


Funding expected to continue

Pay Basis:


Benefits Eligible:


Benefits at UTA:

We are proud to offer a comprehensive benefits package to all our employees at the University.

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:

University Information:

The University of Texas at Arlington is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution. UTA ranks No. 4 nationally in Military Times’ annual “Best for Vets: Colleges” list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA’s $22.2 billion annual economic impact on Texas.

Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.

Job Summary:

The business systems analyst’s primary objective is helping the University implement technology solutions in a cost-effective way by determining the requirements of a project or program, and communicating them clearly to stakeholders, facilitators and partners.This position will specifically focus on helping the Office of Information Technology (OIT) assess problems and opportunities related to IT Service Management (ITSM) function and develop appropriate solutions on the University’s ITSM platform to address those needs by defining, analyzing and documenting, and testing requirements. The position also involves working at a high technical level by gaining a detailed understanding of platform development lifecycle, its components, capabilities, limitations, and product roadmap.

Essential Duties and Responsibilities:

  • Work with associated business areas to assess and develop resolutions for product development.
  • Determine best practice for onboarding software applications and business procedures as they relate to normal business operations.
  • Perform advanced problem/root cause analysis of business processes, work- flow processes, and advanced troubleshooting for user departments.
  • Develop reports, business process documentation and configuration guides.
  • Manage projects, track process and use predictive modeling to track workflows using ServiceNow.
  • Train/Mentor less experienced business analysts with business process designs, testing, quality control and reporting requests from users.
  • Act as a liaison on behalf of Office of Information (OIT) and departments for technology related communications and meetings with technical staff/vendors as needed.
  • Identify and develop practices and business processes as requested by business areas.
  • Perform other duties as assigned.

Minimum Qualifications:

  • Bachelor degree in one of the following areas: computer technology, business management, management information or computer systems with four to five (4-5) years’ of support and analysis experience; or any equivalent experience.
  • A solid understanding and application of assessing project, business and/or program requirements and developing technical solutions is needed.
  • Working knowledge of preparing test cases for technology alignment, and the ability to convert the requests from business users and management into a workable solution to present to technology staff.
  • Experience working with business users, and technical staff to complete projects, change requests, identifying and analyzing business process models for departments, documenting current/to-be business processes, building test scripts and testing with departments.
  • Familiarity using 4th generation reporting/visualization tools, ServiceNow, M365, Visio, and working with database technologies Oracle, Sql-Server, or Access.
  • Experience with ITIL methodologies, Product Development, Software Development Lifecycle

Preferred Qualifications:

  • IT Certification in Business Analysis.
  • Six (6) or more years of developing business requirements and test case scenarios.
  • Knowledge working with Agile Scrum Methodology for projects.
  • Any experience working with document imaging software like Highland Perceptive
    Content (ImageNow) or Hyland (OnBase) Software.
  • Experience with CRM platforms like Slate.

Knowledge, Skills and Abilities:

  • Excellent understanding of Web Development. Demonstrated capability for creating success measures and test cases. Excellent organizational, problem-solving and risk management skills.
  • Excellent written and verbal communications, interpersonal and customer relationship skills.
  • Excellent Business Process management, issue isolation, option generation and conflict resolution skills.
  • Excellent communication skills, attention to detail, and documentation skills will be required for this position.
  • Comfortable using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio, etc.).
  • Exposure using SQL statements, Oracle/Sql databases, and using 4th generation reporting software.
  • Advanced Microsoft Office Suite, Teams, and SharePoint skills.

Other Requirements :

All Information Technology staff – regardless of their unique position are expected to perform their assigned duties in a manner consistent with professional standards, with full awarenessof responsibilities toward managing personal and institutional data, with priority to delivering customer service, with the understanding of the 24/7 nature of IT agreements with customers, and the responsibilities that it creates for them as individuals, in a constructive and collaborative manner with colleagues

CBC Requirement:

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

EEO Statement:

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

ADA Accommodations:

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email

Number of Vacancies:


Minimum Number of References Required:


Special Instructions to Applicants:

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.


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