What are the responsibilities and job description for the IT Operational Analyst - ITS4 position at State of Minnesota - Minnesota IT Services?

Job Details

Working Title: IT Operational Analyst
Job Class: Information Technology Specialist 4
Agency: Minnesota IT Services

Job ID: 92560
Location: St. Paul
Telework Eligible: Yes #LI-Hybrid
Full/Part Time: Full-Time
Regular/Temporary: Unlimited
Who May Apply: Open to all qualified job seekers
Date Posted: 04/01/2026
Closing Date: 04/07/2026
Hiring Agency/Seniority Unit: Minnesota IT Services
Division/Unit: MNIT Enterprise Service Desk
Work Shift/Work Hours: Day Shift
Days of Work: Monday - Friday
Travel Required: No
Salary Range: $37.07 - $61.14 / hourly; $77,402 - $127,660 / annually
Job Class Option: IS Planning
Classified Status: Classified
Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE
FLSA Status: Exempt - Professional
Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,800 professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

Job Summary

As an IT Operational Analyst with MNIT Enterprise Service Desk, you will play a key role in improving how our services operate and evolve. You will analyze processes, business routines, and service delivery practices across the Enterprise Service Desk and related MNIT teams to identify opportunities for greater efficiency and effectiveness. Using data and analytical tools, you’ll uncover trends, diagnose challenges, bring inconsistencies and problems to the attention of Service Desk management, and recommend practical solutions that enhance overall performance.

Develop solutions to improve operational efficiency. Recommend changes to existing processes, implement new technology, or develop new workflows to optimize performance. Monitor the performance of the organization to ensure that the changes have had the desired effect using data analytics tools to track key performance indicators (KPIs) and make adjustments as necessary.

Work in concert with the ITIL Framework and MNIT’s corresponding service management strategies. Collaboration is central to this role, you’ll communicate findings with stakeholders, work alongside teams to support successful implementation, and contribute to a continually improving service environment that benefits MNIT and the customers we serve.

This position is currently eligible for full-time telework if residing in Minnesota or a bordering state within 50 miles of 600 N. Robert St. St. Paul, Minnesota. Service Desk employees are working from home under a temporary exception to the standard telework policy requiring employees to be in the office 50% if residing within 50 miles of the work location. This exception may change with notice depending on business needs.

Qualifications

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:

Position requires a minimum of four (4) years of IT related experience in one or more of the following technical domains: business analyst, data analyst, or project management.

Experience must include:

Documenting as-is, transitional, and to-be models.
Using Visio.
PowerBI and data analysis.
Using ServiceNow ITSM suite
Collaboration across functional borders including business and IT teams.
Demonstrated ability to communicate clearly and effectively in a manner that facilitates mutual understanding.
Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving to deliver positive user experiences.

Education in Information Technology (IT) or an IT related field may substitute for experience as follows: a master’s degree for eighteen (18) months of experience; a bachelor’s degree for one (1) year; and an associate’s degree for six (6) months.

Preferred Qualifications

Knowledge of agile methodologies.
Knowledge of process improvement methodologies.
Working knowledge of MNIT enterprise operating model and service management processes.
Working knowledge of ServiceNow ITSM products/capabilities/development.

Strongly Preferred Qualifications

A year or more of PowerBI and data analysis experiencITIL V4 certification
Expert knowledge of ServiceNow ITSM suite.
ITIL V4 certification

Additional Requirements

It is the policy of Minnesota IT Services that a successful candidate must pass all legally required check prior to employment which may consist of the following:

SEMA4 Records Checks (applies to current and past state employees only)
Criminal History Check
Reference Check
Social Security and Address Verification
Education Verification
CJIS Background Check
Other legally required checks

Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant for work visas, including F-1 STEM OPT extensions. Minnesota IT Services is not able to complete Form I-983 or any other form that requires that the employer certifying to using E-Verify. All applicants must be legally authorized to work in the United States.

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about this position, contact workwithmnit@state.mn.us.

Connect 700 Program

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to workwithmnit@state.mn.us.

Veterans

To be considered for any Veteran's Status, you MUST indicate this on your application.

RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must:

Meet all Minimum Qualifications identified in this posting.
Meet all of the RSV criteria.
Submit a copy of your DD-214 form by the closing date to: workwithmnit@state.mn.us.

CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you:

Meet service requirements and have a verified service-connected disability rating of at least 30%.
Provide qualifying documentation verifying the disability.
Meet all Minimum Qualifications identified in this posting.
You must submit all documentation by the closing date to: workwithmnit@state.mn.us.

Current State Employees

Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an Information Technology Specialist 4/ IS Planning position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means.
Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office

About Minnesota IT Services

Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

A sense of purpose in their work
Connection with their coworkers and communities
Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

Paid vacation and sick leave
12 paid holidays each year
Low-cost medical, dental, vision, and prescription drug plans
- Fertility care, including IVF
- Diabetes care
- Dental and orthodontic care for adults and children
6 weeks paid leave for parents of newborn or newly adopted children
Pension plan that provides income when you retire (after working at least three years)
Employer paid life insurance to provide support for your family in the event of death
Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
Tax-free expense accounts for health, dental, and dependent care
Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

Training, classes, and professional development
Tuition reimbursement <Remove this bullet if this position is not eligible for tuition reimbursement>
Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.

Salary : $77,402 - $127,660

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