Posting Details
The New Mexico Department of Information Technology (DoIT) serves as the state's centralized technology agency, providing leadership, strategic direction, and reliable enterprise class technology services to support government agencies statewide.
The Enterprise Services Division delivers core statewide technology services that agencies rely on daily. This division manages enterprise platforms, network and data center operations, service desk and user support, statewide applications, telecommunications infrastructure, and key vendor and contract partnerships. The team supports major initiatives such as cloud modernization, network upgrades, accessibility compliance, and system security, ensuring that state agencies have stable, secure technology environments to fulfill their missions.
Interviews are anticipated to be conducted within two weeks of closing.
Why does the job exist?
This job exists to provide a dedicated, structured, and professional interface between DoIT and its customer agencies ensuring agency needs are clearly understood, analyzed, documented, prioritized, and addressed through strong IT business analysis practices and excellent customer service.
The Customer Success Analyst fills a critical gap in DoIT's enterprise service model by performing the business analysis driven functions necessary for agencies to successfully request, adopt, and operate IT services. These functions include gathering and translating agency requirements, modeling and improving customer facing processes, and coordinating cross team collaboration core competencies aligned with the IT Business Analyst job family.
In summary, this position exists to bring together customer success principles with IT business analysis methods to create a more efficient, responsive, and agency centered service delivery experience across the entire Department of Information Technology.
How does it get done?
This position is responsible for:
- Understanding and translating agency needs into clear service requirements
- Maintaining strong and proactive relationships with customer agencies, and ensuring they receive responsive, high quality support
- Leads the coordination of major incidents and service escalations, provides structured communication during critical events, and drives cross team collaboration to resolve complex issues efficiently.
- Improves customer facing processes, identifies trends and opportunities for operational enhancement, and prepares meaningful reporting to strengthen service delivery across the enterprise.
- Ensures agencies have a dedicated partner who can navigate their needs, support service adoption, and enhance the effectiveness and transparency of DoIT's statewide IT services.
- Ensure agencies have a single, accountable liaison who understands their business needs and can translate those needs into clear IT service requirements and actionable work for DoIT teams.
- Improve customer service processes by analyzing, modeling, and refining how agencies interact with DoIT for service requests, major incidents, escalations, and enterprise service needs.
- Strengthen communication and coordination across DoIT's enterprise service areas by providing a dedicated role that ensures issues, priorities, and requirements move smoothly between technical teams and agency stakeholders.
- Support major incidents and high impact issues by providing structured leadership, communication, and root cause coordination that enhances service reliability and agency trust.
- Facilitate higher customer satisfaction through proactive engagement, improved service transparency, and consistent follow through on agency needs.
- Represent the DoIT service catalog to agencies, ensuring they understand available services, standards, SLAs, and processes and receive guidance on selecting the services that meet their business requirements.
Who are the customers?
This job is done for New Mexico state agencies that rely on the Department of Information Technology (DoIT) for enterprise IT services. It serves agency leadership, program staff, and operational teams who need clear communication, structured support, and responsive coordination when requesting services, managing incidents, or navigating statewide IT processes.
The role exists to ensure agencies have a single, accountable liaison who understands their business needs, translates those needs into actionable IT requirements, and guides them through the adoption, use, and improvement of DoIT's services. In doing so, it directly supports the quality, reliability, and transparency of IT service delivery across all customer agencies.
Ideal Candidate
This job is done for New Mexico state agencies that rely on the Department of Information Technology (DoIT) for enterprise IT services. It serves agency leadership, program staff, and operational teams who need clear communication, structured support, and responsive coordination when requesting services, managing incidents, or navigating statewide IT processes.
The role exists to ensure agencies have a single, accountable liaison who understands their business needs, translates those needs into actionable IT requirements, and guides them through the adoption, use, and improvement of DoIT's services. In doing so, it directly supports the quality, reliability, and transparency of IT service delivery across all customer agencies.
Minimum Qualification
Bachelor's Degree in any field and two (2) years of experience in information technology or business analysis. Any combination of education from an accredited college or university and/or direct experience in this occupation totaling six (6) years may substitute for the required education and experience. PMI-PBA certification may be substituted for one (1) year of education.
Employment Requirements
Must possess and maintain current ID or Driver's License. Pre-employment background investigation is required, and employment is conditional pending results.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some sitting, standing, bending and reaching may be required.
Supplemental Information
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Agency Contact Information: Natisha Montoya @ (505) 490-7236 or Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.
