Business Process Analyst (Release Manager)

Penn State University

University Park Campus
Campus City:
University Park, PA
Date Announced:
Date Closing:
open until filled
Job Number:
Level/Salary Band:
  • 03 – K – Exempt
  • 04 – L – Exempt
Work Unit:
Information Technology
User Success Service Management Office
Full/Part Time:


The Service Management Office (SMO) is looking for a highly motivated Business Process analyst with a passion for delivering operational excellence while providing world-class customer service. This position will report to the Service Management Office (SMO) operations manager and will provide ongoing support for Penn State’s IT service management (ITSM) platform, ServiceNow. The Business Process Analyst will ensure that SMO initiatives/projects are properly supported through requirements gathering, stakeholder analysis, communication plans, risk assessments, process mapping, gap analysis, root cause analysis, and project planning. It will also fill the roles of University IT’s release management process owner and Penn State IT’s knowledge management process manager. Duties include providing oversight for the SMO’s quarterly strategic ServiceNow releases; gathering, analyzing, and documenting business requirements; creating and executing test plans; documenting system functionality; and developing and implementing metrics/KPIs to measure and continuously improve processes. This job will be filled as a level 3, or level 4, depending upon the successful candidate's competencies, education, and experience. Typically requires a Bachelor's degree or higher plus four years of related experience, or an equivalent combination of education and experience for a level 3. Additional experience and/or education and competencies are required for higher level jobs. Required qualifications include excellent written and verbal communication, relationship-building, and presentation skills; a demonstrated track record of exemplary customer service; a desire to work in a team environment; knowledge of ITSM processes; process improvement experience; working knowledge of requirements definition techniques; excellent organizational and time management skills; strong conceptual, analytical, and problem-solving skills and attention to detail; ability to communicate technology concepts to both specialized and non-specialized audiences; ability to recognize data anomalies and problems and to identify corrective actions; and ability to train and mentor peers.

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088