Job Listings

IT Business Analyst II (Extended Temporary)

The University of Arizona
Job Location:
Tucson, Arizona
IT Support and Training

Posting Number: req7791

Department: Infra & Foundational Tech

Location: Main Campus

Address: Tucson, AZ USA

Position Highlights

University Information Technology Services (UITS) is looking for Business Analyst for ServiceNow ITSM (IT Service Management) team. ITSM Business Analyst leads, delivers, and maintains technology solutions that enhance research, learning, and operations. Provides expertise in technology strategy, policies, plans, architecture, deployment, and maintenance of the University's applications, systems, and hardware infrastructure for security and ongoing end user services.

Plans and designs ITSM service management solutions, trains on ITSM usage and best practices, and services as a liaison between business units and ITSM developers to enhance ITSM platform, ServiceNow. Works with colleges, divisions, and departments to understand and define IT system needs. Develops, recommends, supports and maintains solutions. Plans for implementation, integration and maintenance of solutions into business process or system design.

The candidate will be responsible for gathering data and performing analysis of IT inventories in support of the CMDB (Configuration Management Database), discovery, metrics and service delivery methods and required technologies. The BA will also advises and supports service managers during planning, directing, and coordinating of operational or procedural matters to meet project goals and objectives.This position is extended temporary up to 12 - 24 months with a
potential for continuation based on funding.

Applicants must be currently authorized to work in the
United States.

Outstanding UA benefits include health, dental, and vision
insurance plans; life insurance and disability programs; 22 days of paid
vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the
employee and qualified family members; state and optional retirement plans;
access to UA recreation and cultural activities; and more! The University of Arizona has been recognized for our
innovative work-life programs. For more information about working at the
University of Arizona and relocations services, please visit.

UITS is a $70 M organization of approximately 300 employees
responsible for providing enterprise network, telecommunications, computing,
and data services to the University of Arizona. UITS offers a broad array of
services to the university community ranging from deploying and managing the
campus' wired and wireless networks to stewardship of the administrative
applications that support the HR, payroll, finance, and student lifecycle
management activities of the institution. Also, UITS recently unveiled its
next-generation high performance computing environment to support the
computationally intensive needs of UA research faculty.

All University employees are required to submit
documentation demonstrating they are fully vaccinated for COVID-19 as a
condition of employment unless granted a religious or disability/medical
accommodation. New hires must submit their COVID-19 vaccine documentation or
accommodation request no later than one week after their hire date or by
December 8, 2021, whichever occurs later. To learn more about the employee
COVID-19 vaccine requirement, submitting vaccine documentation, and/or
requesting an accommodation, please visit

Duties & Responsibilities

  • Participates in strategic analysis and data gathering from internal and external clients and other sources.
  • Provides consulting, coordination and facilitation of ITSM for large scale and complex deployments.
  • Analyzes the adequacy and effectiveness of practices and policies; develops new procedures and policies including user documents and forms.
  • Prepares reports, explaining and recommending alternative solutions to business problems.
  • Creates service and technical documentation as needed in support these duties.
  • Develops materials including, but not limited to: presentations, training manuals, talking points, graphics, reports, and other materials to support user engagement.
  • Reviews, evaluates and documents existing programs and systems to identify and recommend the means of integrating systems extending across organizational or functional lines.
  • Assists team in reviewing, researching, and evaluating software to determine its usefulness and appropriateness as related to existing or proposed systems.
  • May work with vendors to resolve technical questions and problems and consults with and advises users in the selection and use of computing options.
  • Interviews employees at all levels to analyze processes and requirements. May design and develop surveys as needed.
  • Investigates, coordinates all information and metric development in support of the creation and promotion of Service Delivery models for UITS.
  • Organizes and manages project phases to ensure satisfactory and timely completion of deliverables.
  • Partners with business analysts, systems analysts and engineers in requirements gathering and reviews.
  • Collaborates with other teams to develop detailed work plans, schedules, estimates and status reports.
  • Articulates, develops and models the end user experience, including the visual design of the application, to make user interaction simple, efficient, and consistent.
  • Submits work orders to appropriate work group, service vendor, or agency.
  • Develop improvements in policies, procedures, and workflow.
  • Mentors and trains junior level employees to include student workers.
  • Serves as escalation point of contact for customer conflicts or workflow resolutions.
  • Works collaboratively with project managers and business analysts to deliver ITSM to campus.
  • Supports team systems, tools, websites, and does back-office maintenance.
  • Performs statistical analysis reporting as needed, to report to project managers, business analysts, and UITS leadership.

Minimum Qualifications

  • Bachelor's degree in Management Information Systems or related field and three or more years of significant and relevant professional experience and possesses all required knowledge and skills to include experience in procedural management or business analysis work
  • Highly-proficient with Office and other applications and collaboration tools (Example: MS Outlook, Teams, Word, Excel, Google Suite, MS Visio, Slack, etc.).
  • Or any equivalent combination of education and experience.

Knowledge, Skills and Abilities

  • Knowledge of business principles.
  • Knowledge of principles and techniques used in conducting management studies and in systems analysis.
  • Skill in analyzing and developing effective solutions for organizational problems.
  • Skill in planning, organizing and directing project team members to meet goals and objectives.
  • Skill in facilitating group and managerial meetings.
  • Skill in coordinating the development and presentation of user oriented training programs.
  • Ability to communicate effectively verbally and in writing.
  • Skill in writing technical and non-technical materials including plans, vendor agreements, processes + procedures, database analysis, and project reports.
  • Skill in conducting group and 1-on-1 interviews.
  • Ability to translate technical and data driven topics into content that can be understood by a general audience.
  • Ability to work on challenges that may require the development of new approaches, methods or techniques, requiring significant innovation and creativity.
  • Ability to work individually and part of a team.
  • Ability to work remotely as well as being able to occasionally do work outside normal business hours for system upgrades, new releases, and custom configurations.
  • Ability to work and communicate with users and managers at all levels of the organization.

Preferred Qualifications

* 2 or more years IT project management/coordination work experience.

* Has knowledge of services and products of a Higher Education IT Department.

* Experience with ServiceNow (ITSM & ITOM).

* Applicants be proficient with one or more enterprise IT ticketing platform such as Cherwell, ServiceNow, Salesforce, Remedy, etc..

* Be able to work and productive working remotely, within Arizona, to include being proficient with collaboration tools (Slack, Teams, Zoom) and be available for web/video meetings (planned and ad hoc).

* Experience with collaborative tools such as Jira, Slack, Git, Confluence, and Zoom.

* Applicants have experience with ITSM, SACM/CMDB, and/or CSDM.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Information Technology

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $48,786- $65,997

Compensation Type: salary at 1.0 full-time equivalency (FTE)



Career Stream and Level


Job Family

IT Business Analysis

Job Function

Information Technology

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Number of Vacancies: 1

Contact Information for Candidates

Open Until Filled: Yes

Documents Needed to Apply: Resume, Cover Letter, and One Additional Document

Special Instructions to Applicant

Please upload an additional document with a list of at least three professional references (one should be at least prior supervisor).

Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

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