THECB - IT Business Services Specialist (ITS)

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS\_HRAM\_FL.HRS\_CG\_SEARCH\_FL.GBL?Page=HRS\_APP\_JBPST\_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=106583andPostingSeq=1Job DescriptionYour job application must be completely filled out. Resumes do not take the place of the requirement to include this information on the applicationAbout the Texas Higher Education Coordinating Board The Texas Higher Education Coordinating Board (THECB) works to ensure that all Texans have access to high-quality, affordable higher education opportunities that prepare students for successful careers and strengthen the state's workforce and economy. Through collaboration with colleges, universities, policymakers, and education partners across Texas, THECB advances initiatives that expand educational opportunity, promote student success, and support the future of higher education.About Information Technology Services The Information Technology Services (ITS) Division advances THECB's mission by delivering secure, reliable, and customer-focused technology services that enable agency staff to effectively serve Texas students, institutions, and communities.Our organization is committed to operational excellence through modern technology, strong governance, strategic partnerships, and continuous improvement. We are modernizing how technology services are delivered by strengthening infrastructure and operational resilience, advancing cloud-first and hybrid infrastructure, improving platform reliability and security, and building a culture centered on accountability, collaboration, innovation, and service excellence.At THECB, we believe technology is more than infrastructure and support. It is a strategic business partner that enables our agency to better serve students, institutions, and the State of Texas. About the Role The Texas Higher Education Coordinating Board is seeking an organized and service-oriented professional to serve as an IT Business Services Program Specialist in Information Technology Services. Reporting to the Director of IT Service Delivery, this position supports the planning, analysis, documentation, and coordination of technology-related programs, contracts, assets, and services. The IT Business Services Program Specialist maintains program records and workflows; collects and analyzes operational data; supports vendor, procurement, contract, and asset activities; prepares reports and response materials; and helps maintain documentation and compliance requirements. Working with ITS staff, agency stakeholders, vendors, and procurement partners, this position clarifies requirements, tracks requests and commitments, supports issue resolution, and helps improve the consistency and effectiveness of program operations. The position works under general supervision with moderate latitude for initiative and independent judgment. It may coordinate or guide assigned activities but does not have formal supervisory responsibility. Why Join Our Team This is an opportunity to influence the daily customer experience of every THECB employee while helping a developing Service Desk mature its practices and performance. In this role, you'll have the opportunity to: Coordinate daily Service Desk operations, queue health, coverage, priorities, and escalations. Use service metrics and customer feedback to identify risks and drive meaningful improvements. Coach analysts, strengthen onboarding and cross-training, and build useful knowledge resources. Provide advanced support for complex issues and coordinate resolution across technical teams. Improve asset accountability, inventory accuracy, and lifecycle practices across the agency. If you combine strong technical judgment with operational leadership, customer focus, and a desire to help others succeed, we encourage you to apply. General Description:Performs complex (journ y-level) consultative services and technical assistance work for the Information Technology Services (ITS) Department of the Texas Higher Education Coordinating Board (THECB). The IT Business Services Program Specialist supports planning, analysis, documentation, and coordination activities for assigned technology-related programs, contracts, assets, and services. Work involves maintaining program records and operational workflows; collecting and analyzing program data; supporting vendor, procurement, contract, and asset-related activities; preparing reports and response materials; monitoring documentation and compliance requirements; and assisting with process improvement efforts. Collaborates with ITS staff, agency stakeholders, vendors, procurement partners, and other program participants to clarify requirements, resolve routine issues, communicate status, and support effective program execution and service delivery. Applies working knowledge of program operations to complete assignments independently and assist with more complex activities as needed. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. May coordinate, prioritize, or guide assigned program activities without formal supervisory authority. This position reports to the Director of IT Service Delivery. Performs other duties as assigned.General Duties and Responsibilities: Program Operations and Administrative Execution (20%) - Performs program support activities for assigned technology programs, including maintaining records, tracking tasks and timelines, supporting operational workflows, coordinating follow-up, and ensuring required documentation is complete, accurate, and current. Vendor and Procurement Support Activities (15%) - Supports vendor and procurement activities by collecting quotes, tracking requisitions and purchase orders, monitoring receipts and deliverables, reconciling documentation, and communicating ro