The Information Technology Service Management (ITSM) Operations Analyst will work to prioritize and perform daily operations tasks including the configuration and customization to the ITSM tool and other operations systems - adhere to the goals/strategy determined by Management, Architects and other Product Owners. The successful candidate will develop, modify, test and maintain the ITSM tool, development/configuration. Work includes test-to-production processes, quality assurance, maintenance and documentation of applications.


  • Responsible for providing analysis of complex incumbent and proprietary systems and business functions to formulate logic for new custom applications.

  • Documents and executes moderately complex test plans.

  • Develops concepts and processes for business and systems integration plans.

  • Initiates and recommends changes in system standards that align with ITIL recommendations.

  • Trains users in new features and processes.

  • Understands industry practices and department policies and procedures relating to work assignments.

  • Interacts with senior level internal personnel.


  • Intermediate skills associated with programming design, modification and implementation.

  • Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.

  • Ability to understand business needs and how business systems can support those needs.

  • Self-motivating and self-starting team player, able to learn quickly, manages time effectively, and demonstrates problem-solving skills.

  • Strong desire to facilitate the success of the business and ensure smooth upgrade journey.

Education/Training: Bachelor degree in related area or equivalent experience.

Experience: Familiarity with JavaScript and XML (AJAX), HTML, CSS, and development tools

CROSSMARK is committed to providing accessible employment practices and welcomes applications from people with disabilities. If you require accommodation for a disability during any stage of the recruitment process, please let us know.

Req ID 2017-80009

Job Locations US-TX-Plano

Posted Date 8/10/2017

Category Information Technology