ITIL Analyst / Business Operations Analyst / Analyst, Senior | Change Management

ITIL Analyst / Business Operations Analyst / Analyst, Senior | Change Management

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Date: May 1, 2026

Location: PHOENIX, AZ, US, 85021-1808

Company: APS

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

ITIL Analyst / Business Operations Analyst / Analyst, Senior | Change Management

This role helps keep APS’s operations running smoothly by ensuring key IT service management processes, especially Change Management, are effective, reliable, and well‑coordinated. By leading and supporting improvements to how changes are planned, reviewed, and implemented, this role helps reduce risk, protect systems, and ensure employees have the tools they need to serve customers. The work directly supports APS’s mission by strengthening operational stability, compliance, and collaboration across the organization.

What Your Day Would Be Like:

• Running the end‑to‑end Change Management process, coordinating requests, reviews, approvals, and communications to ensure changes are implemented smoothly and with minimal risk

• Partnering with IT teams, product owners, and business stakeholders to identify process improvement opportunities and measure results

• Analyzing data and trends to improve operational performance, reporting, and decision‑making

• Helping ensure compliance with regulatory, security, and internal control requirements

• Leading or contributing to cross‑departmental projects that improve systems, processes, and ways of working

• Supporting and mentoring less‑tenured team members as they grow their skills and confidence

Who We’re Looking For:

• Experience with business operations analysis, IT service management, or process improvement, with a strong focus on Change Management

• Working knowledge of ITIL processes and how technology supports business operations

• Strong analytical skills, including the ability to work with data, reports, and process documentation

• A collaborative communicator who can work effectively across departments and with varying levels of technical expertise

• Someone who is organized, detail‑oriented, and comfortable leading or supporting projects with moderate complexity

• A team‑minded professional who enjoys sharing knowledge and supporting the development of others

Minimum Requirements

ITIL Analyst / Business Operations Analyst | Change Management

• BS/BA equivalency or an equivalent combination of four years relevant business work experience and relevant college coursework in business, information technology or a related area.

• PLUS two (2) years of progressively responsible experience where general knowledge and understanding of business unit operations, business unit systems, and basic knowledge of database design, structure, functions and processes and experience with database tools has been obtained.

ITIL Analyst / Business Operations Analyst, Senior | Change Management

• BS/BA equivalency or an equivalent combination of four years relevant work experience and relevant college coursework in business, information technology or a related area.

• PLUS five (5) years of progressively responsible experience where strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools is obtained.

Additional Requirements:

• Previous experience with the systems specific to the business area may also be required.

• Demonstrated knowledge of business processes and operational knowledge including functions, procedures, processes, and computer systems.

• Ability to identify process improvement opportunities, gaps, data analysis and recommended solutions which tie functional needs to technology solutions.

• Demonstrated project/team experience and ability to prioritize work.

• Ability to review data, see relationships and patterns, as well as possess strong analytical, communication, interpersonal and organizational skills.

• Experience in managing projects and identifying and resolving issues.

• Expertise in PC applications including advanced skill level in Microsoft Excel, Access, and Word.

• Requires proficient knowledge of emerging practices and technologies used within the business area.

• Knowledge of applicable federal and state laws, regulations, and standards impacting business areas.

• Demonstrated communication skills, both verbal and written.

Major Accountabilities

1. With general direction, participates in the development analysis, planning, administration, and communication of a broad range of business unit projects, processes, and practices. With general direction provides operational support for business unit business systems including, but not limited to, researching and resolving problems,

2. Researches and analyzes routine to moderate business/operations problems within the business unit. Interfaces with IT, Systems Analysts, or vendor to resolve issues as necessary. Follows up to ensure timely resolution of problems and ensure customer satisfaction.

3. With general direction, participates in the analysis and recommendation of new business processes, which may include new systems and/or enhancements to existing systems. Ability to gather and write routine to complex requirements based on business needs.

4. Works within areas of responsibility on process improvement initiatives and gap identification. Analyzes work process design, workflow, and technology solutions to streamline, automate, or improve processes.

5. With broad direction, participates in the development of effective business cases using sound cost/benefit analysis.

6. Maintains and supports a variety of reports or queries utilizing appropriate reporting tools. Assists in the development of standard reports for business unit. Assists in the development and maintenance of standardized business reporting protocol and ensures data integrity and consistency in all reporting aspects.

7. Participates in project team assignments as a subject matter expert. May coordinate activities within the functional business areas. Participates in business needs analysis, planning, implementation, and communication to work process.

8. Maintains documentation of processes, guidelines, tools, and training aids required to support business unit.

9. May monitor and track business goals, activities, performance monitoring, and issues related to assigned unit to keep management apprised of business unit activities.

10. Actively seeks knowledge and understanding of business/technical environment, priorities, procedures, and processes. Keeps apprised of current and emerging trends for business unit.

11. Conducts research, performs data analysis, and reports findings through formal presentations.

12. May be responsible for managing access and security for business unit systems, including associated documentation. Responsible for ensuring appropriate data security controls, process, and system documentation.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.

Home based: Home based employees primarily work from their home offices and come into an APS facility on an as-needed basis.

• Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

• Working from a home office requires adequate technology and an appropriate ergonomic set up.

• Role types are subject to change based on business need.