DPS - FIN - Financial Data Analyst

DIR - IT Business Analyst IV (Service Now Business Analyst)

The IT Business Analyst IV (Service Now Business Analyst) will support and scale our Service Now 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 (Service Now 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 Service Now Program Director and will perform the following functions:

• Leads discovery sessions with technical, operational, and business stakeholders to gather, analyze, and document requirements across Service Now 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 Service Now 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 work streams.