DPS - IT - ITSM Platform Analyst

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In

GENERAL DESCRIPTION: Performs complex (journey-level) computer systems analysis work. Work involves the planning and analysis of user requirements, procedures,ikalated, and problems to facilitate process automation or enhance existing systems. Works under general supervision, with moderate latitude for the use of initiative and independent judgement.

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

• Perform IT Service Management (ITSM) platform solution requests intake, assess requirements, develop ITSM platform solutions, and provide post-production support.
• Participate in requirements elicitation, gathering and coordinating the functional and technical requirements for ITSM platform solutions.
• Coordinate relationships with key stakeholders and cross‑functional teams.
• Create and validate the creation of forms, workflows, automation processes, expressions, reports, and dashboards using the ITSM platform, ensuring version control and effective management of all iterations.
• Participate in ITSM platform release management, performing comprehensive testing of new or modified solutions in collaboration with the requestor and following established change management procedures for production deployment.
• Create and update solution documentation and training, including the development of solution User Guides and providing training as needed.
• Provide end user support, focusing on incident resolution within the ITSM platform.
• Participate in the administration of production and non‑production ITSM platform environments.
• Attend work regularly and observe approved work hours in accordance with agency leave goed and attendance policies.
• Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education – High School diploma or equivalent is required. Graduation from an accredited four‑year college or university is preferred.

Experience – Minimum of two (2) years’ experience using a ticketing or case management system. Minimum of two (2) years’ experience supporting end users in a customer service environment. Experience with ITSM platform administration is preferred. Experience in IT customer service is preferred. IT Service Management (ITIL) experience is preferred.

Substitution

Note:

Additional work experience of the type described or other related education may be substituted for one another on a year‑for‑year basis.

Licensure and/or Certification – ITSM Platform and/or ITIL certifications are preferred. If driving is required, must possess a valid driver license from state of residence.

Regulatory knowledge – Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Technology – Knowledge of IT Service Management (ITSM) and ITSM platforms. Proficiency with Microsoft Office and appropriate proficiency with utilized software and systems (e.g., CAPPS, SharePoint) and ability to learn new software/systems.

Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and establish and maintain positive, professional relationships with internal/external customers. Must demonstrate DPS’ core values:
Integrity, Excellence, Accountability, and Teamwork.

Organizational and Prioritization Skills – Must be organized, flexible, and able to effectively prioritize in a multi‑demand, constantly changing environment; able to meet multiple and sometimes…