Agency Information Job Posting: 107534
Opened : 10/23/2026
Closes: 11/06/2026
Position Title: IT Business Analyst IV (IT Service Delivery & Release Manager)
Class/Group: 0224/B27
Military Occupation Specialty Code: Army: 25B; Navy: IT; Coast Guard: IT, ISM; Marine Corps: 8846, 8848; Air Force: 16KX
Fair Labor Standards Act Status : Exempt
Number of Vacancies : 1
Division/Section : Office of the Chief Information Officer/IT Operations
Salary Range : $9,334.00 $9,584.00/month
Duration: Regular
Hours Worked Weekly : 40
Travel: None
Work Location: North / Austin, Texas 78758
Web site: Refer Inquiries to: People and Culture Office
Contact Information: Job Description What We Do We are a technology agency powered by people.
DIR offers secure, modern, and costeffective technology to help government entities in Texas serve their constituents.
DIR is a fastpaced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 260 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how Texas government serves Texans.
Position Summary Performs advanced (seniorlevel) business analysis work involving IT service delivery, change management, and release coordination. 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:
- Coordinate the analysis of policies, procedures, and standards to determine their effect on production systems and platforms across the agency's technical environment.
- Provide quality assurance consultation and oversight of projects, deployments, and special initiatives, and process change requests to manage scope, acceptance, installation, and deployment.
- Coordinate with internal technical teams and external vendors to identify opportunities to improve business processes and develop or refine agency systems and standards.
Information Technology Services (ITS) supports a technical environment that includes enterprise SaaS platforms such as Salesforce and ServiceNow and other lowcode platforms requiring coordinated development, test, and production environments. As ITS continues to mature its service delivery capabilities, we are looking for an experienced professional to elevate our Change Management practices and shape the strategy and standards for Release Management and the Software/Systems Development Life Cycle (SDLC) across teams.
We are seeking an IT Service Delivery & Release Manager to lead this effort. This is a newly created role with significant opportunity for impact: the incumbent will design and implement ITS' Change Management, Release Management, and SDLC processes, in collaboration with development, database administration, systems administration, and SaaS platform teams, and in partnership with IT management.
The role will coordinate releases and changes across custom applications, the agency website, Salesforce, ServiceNow, and other SaaS/lowcode platforms, and will produce performance reporting on these processes to support IT management's planning and decisionmaking.
The ideal candidate will partner closely with developers, systems administrators, database administrators, SaaS platform teams, the Management Analyst, and IT leadership to bring consistency, visibility, and disciplined process to how ITS delivers and releases changes into production. This position reports to the Director of Information Technology Services and IRM.
- Develops, implements, and maintains ITS' Change Management process, including change classification (standard, normal, emergency), documentation requirements for risk and rollback plans, and change review procedures; tracks change compliance and identifies recurring or systemic failure trends.
- Establishes and manages ITS' Release Management process, including ownership of the release calendar, definition of release readiness criteria, and coordination of releases across custom applications, the agency website, Salesforce, ServiceNow, and other SaaS/lowcode platforms to prevent conflicting or premature releases.
- Defines and leads adoption of a standardized Software/Systems Development Life Cycle (SDLC) methodology across development and platform teams including custom applications and the agency website encompassing documentation standards, testing and acceptance criteria, and peer review and signoff requirements, tailoring standards to differing platforms and teams as needed.
- Designs and maintains performance reporting for Change Management, Release Management, and SDLC activities, producing regular metrics on SDLC adherence, release/deployment activity, sprint or iteration completion, the number of changes processed and their success/failure rate, and bug/defect resolution; delivers analysis and recommendations to IT management to support planning and decisionmaking.
- Coordinates across development, database administration, systems administration, and SaaS platform teams, in conjunction with the Management Analyst and other project managers/analysts as appropriate, to determine and communicate production readiness requirements and help resolve crossteam scheduling or dependency conflicts ahead of releases and changes.
- Conducts gate reviews of production deployments and evaluates readiness against defined risk, documentation, and testing criteria, providing recommendations to management on release readiness.
- Identifies gaps in existing ITS processes and develops corresponding policies, procedures, and role/responsibility (RACI) documentation, subject to management review and approval; presents findings and improvement recommendations to IT leadership and delivers training to technical teams on new or revised procedures.
- Performs other workrelated duties as assigned.
Education- Graduation from a fouryear college or university with major coursework in computer science, information systems, business administration, or related field.
- Additional workrelated experience may be substituted for education on a yearforyear basis (High school diploma required).
Experience and Training Required- Five (5) years of fulltime experience in IT business analysis, IT service management, or software or systems delivery. This must include work with the systems or software development life cycle (SDLC) and with moving changes into production environments.
- Two (2) of those five years spent developing, administering, or coordinating IT change management or release management processes. Examples: classifying and reviewing changes, keeping a change or release calendar, assessing risk and rollback plans, or running deployment readiness reviews.
- Experience coordinating releases or changes across several technical teams (developers, database administrators, systems administrators, platform teams) or with external vendors.
- Experience writing IT process documentation, such as policies, procedures, standards, or RACI matrices.
- Experience producing metrics or performance reports on IT delivery activity, such as change success and failure rates, deployment volume, or defect resolution.
Experience and Training Preferred- Experience with Salesforce, ServiceNow, or other SaaS or lowcode platforms that use separate development, test, and production environments. Experience with ServiceNow change and release modules is particularly relevant.
- Experience designing or standing up change, release, or SDLC processes in an organization that did not have them.
- Experience with Agile or iterative delivery (sprints, iteration tracking).
- Experience developing and delivering training on technical procedures.
- ITIL 4 Foundation or higher; IIBA CBAP or CCBA, or PMIPBA; PMP; Certified ScrumMaster or SAFe; ServiceNow Certified System Administrator; Salesforce Administrator.
- Experience designing or standing up change, release, or SDLC processes in an organization that did not have them.
Knowledge/Skills/Abilities - Knowledge of software development life cycle and systems development life cycle concepts; business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources; and project management principles and practices.
- Skill in business analysis methodologies; in analyzing and evaluating complex information technology applications, policies, and issues; and in developing creative and workable solutions to complex problems and issues.
- Skill in facilitating requirements gathering sessions, documenting business and functional requirements, analyzing operational processes, identifying gaps, and translating business needs into implementable technical solutions.
- Skill in facilitating discussions with technical and business stakeholders to clarify requirements, resolve ambiguities, challenge assumptions, build consensus, and drive alignment on business processes, priorities, requirements, and solution outcomes.
- Skill in reviewing and validating system configurations, workflows, and enhancements to ensure alignment with documented requirements, platform standards, and operational objectives.
- Skill in analyzing complex business and operational problems, evaluating alternatives, identifying process improvement opportunities, and recommending effective solutions that align with organizational objectives and enterprise platform strategies.
- Skill in supporting largescale technology implementations, migrations, enhancements, or enterprise platform initiatives involving multiple stakeholders, technical teams, vendors, or implementation partners.
- Ability to analyze and interpret technical information, including regulations, policies, and automation system documentation/specifications; to communicate in writing; to translate user/business needs into a technical style; to communicate technical instructions to system users; to analyze, evaluate, and integrate business rules into system requirements; to exercise sound judgment in making critical decisions; and to communicate effectively.
- Ability to analyze and interpret technical and business information, workflows, policies, procedures, and system documentation to support operational and strategic decisionmaking.
- Ability to manage competing priorities, track dependencies, coordinate deliverables, and maintain alignment across concurrent projects, initiatives, and operational workstreams.
- Ability to identify risks, inconsistencies, process gaps, and operational impacts and recommend corrective actions, mitigation strategies, or process improvements.
- Ability to evaluate existing business processes and recommend standardization, governance practices, and continuous improvement opportunities to support enterprise ServiceNow platform maturity and longterm operational efficiency.
- Ability to support crossfunctional coordination among product owners, developers, project managers, operational stakeholders, and external vendors throughout the system development lifecycle.
- Ability to learn, apply, and adapt to evolving technologies, business processes, operational requirements, and enterprise platform capabilities.
- Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, coworkers, internal and external customers.
- Ability to understand, follow and convey brief oral and/or written instructions.
- Ability to communicate both verbally and in writing, in a clear and concise manner.
- Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment.
- Ability to work under pressure and exacting schedules to complete assigned tasks.
- Ability to work a flexible schedule to meet required deadlines.
- Ability to comply with all agency policy and applicable laws.
- Ability to comply with all applicable safety rules, regulations, and standards.
- Ability to maintain the security and integrity of any critical infrastructure researched, worked on, or accessed for work purposes.
Additional Information Selective Service Registration: Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.
H1B Visa Sponsorship: We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Equal Opportunity Employer The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability. Please call to request reasonable accommodation.
Computer Skills- Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).
Other Requirements- Regular and punctual attendance at the workplace.
- Criminal background check.
Working Conditions- Frequent use of computers, copiers, printers, and telephones.
- Frequent standing, walking, sitting, listening, and talking.
- Frequent work under stress, as a team member, and in direct contact with others.
- Occasional bending, stooping, lifting, and climbing.
How to Apply How To Apply:- Select the link below to search for this position: _HRAM_FL.HRS_CG_SEARCH_FL.GBL?FOCUS=Applicant&SiteId=313
- Enter the job posting number "107534" in the keyword search.
- You must create a CAPPS Career Section candidate profile or be logged in to apply.
- Update your profile and apply for the job by navigating through the pages and steps.
Special Instructions:- Applicants must provide indepth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.
- Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.
Interview Place/Time: Candidates will be notified for appointments as determined by the selection committee.
