IT Service Management Analyst

Csaa Insurance Group Glendale , AZ 85301

Posted 7 days ago

Job Title

IT Service Management Analyst

Requisition Number

R4165 IT Service Management Analyst (Open)


Glendale, Arizona

Additional Locations

Job Information

Job Summary

Creates, modifies and maintains functional and non-functional requirements for system enhancements, upgrades and new functionality (Non-functional requirements are system requirements related to the hardware/software environment in which the application will operate, but are not part of the actual business function(s) performed by the application). Analyzes systems to determine root cause of problems and creates system work flow. Partners with and provides support to project stakeholders throughout the SDLC in understanding and clarifying the requirements under examination.

Essential Functions / Principal Responsibilities

  • Aligns highly complex solutions with business and IT strategies.

  • Ensures clarity and compliance with the organization's architectural standards and documents functional and non-functional requirements.

  • Ensures clarity and inclusion of appropriate details, and strategy, in the same.

  • Maintains documentation for new and existing applications.

  • Works closely with customers, business analysts, developers and other team members to understand business requirements that drive the analysis and design of quality technical solutions.

  • Provides subject matter expertise to project stakeholders (customers and IT) and reviews documentation of other analysts for completeness.

  • Involved in the full systems life cycle.

  • Responsible for designing, documenting, implementing, maintaining and supporting highly complex or mission critical application software that is delivered on time and within budget.

  • May lead small teams to accomplish assigned projects.

  • Root Cause/solution recommendation - Analyzes defects with an eye towards finding root cause, recommending both technical and non-technical solutions.

Knowledge, Skills and Abilities


  • Ability to create non-functional requirements and translate business requirements into non-functional requirements.

  • Solid understanding of development, quality assurance and integration methodologies.

  • Ability to trace given transactions through a complex system and document how systems and overlapping processes interact.


  • Working knowledge of industry practices and CSAA IG's policies and the ability to develop a clear understanding of the company's key functional processes and resources.

Education, Work Experience, Licenses & Certifications


  • Bachelor's degree in related area (Computer Science, Information Systems or other related field) or an equivalent combination of education and experience.
  • 8+ years System documentation experience and/or technical writing.
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IT Service Management Analyst

Csaa Insurance Group