Why Ryan?
Global Award-Winning Culture
Flexible Work Environment
Generous Paid Time Off
World-Class Benefits and Compensation
Rapid Growth Opportunities
Company Sponsored Two-Way Transportation
Exponential Career Growth
The Senior Systems Administrator, ITSM, analyzes business requirements and delivers optimal solutions using ITSM best practices and tools, including the Ivanti suite. This role is critical in ensuring ITSM processes are effectively implemented, aligned with business goals, and adhere to ITIL frameworks and internal Standards. The Senior Systems Analyst will lead ITSM-related projects, maintain the health and functionality of ITSM applications, and coordinate across IT and business teams to drive operational excellence.
Duties and responsibilities, as they align to Ryan’s Key Results
People:
- Works closely with the IT and functional teams and serves as Ivanti SMEs to ensure the Ivanti products are integrated with other IT systems.
- Collaborates with stakeholders and Product Owners to translate functional requirements into development stories.
- Works closely with team members and business owners/SMEs to define features and user stories, ensuring alignment with ITIL and Internal standards.
- Partners with IT Architecture and Infrastructure teams to evaluate and test new ITSM tools, modules, and integrations.
- Engages QA/UAT teams to develop comprehensive test plans to validate ITSM functionality and business outcomes.
- Trains and mentors JR Developers and technical teams on ITSM system functionality and workflows.
Client:
- Performs implementation, administration, and configuration with Ivanti Neurons for the ITSM application suite.
- Performs administration and configuration with Ivanti Xtraction for the ITSM reporting suite.
- Develops and maintains ITSM documentation, including process workflows, knowledge articles, standards, and functional specifications.
- Provides guidance and leadership on the ITSM platforms' capabilities and features.
- Provides training and support to end-users on Ivanti products.
- Maintains vendor relations for troubleshooting, support, and system enhancements and upgrades.
- Serves as point of escalation for Jr Developers, Troubleshoots and resolves Ivanti-related issues, and when necessary works with vendors to resolve product defects.
- Manage users, groups, roles, and access controls in alignment with security and governance standards
- Troubleshoot platform and application issues, identifying root cause and implementing corrective actions
Value:
- Supports the continuous improvement of ITSM processes, including Incident, Problem, Change, Service Request, and Knowledge Management.
- Develops detailed use cases and process flows to support ITSM initiatives.
- Oversees the ITSM Operational backlog, prioritizes tasks and Incidents.
- Monitors ITSM application efficiency and drives resolutions for performance or operational issues.
- Follows departmental processes, including but not limited to on-call, project prioritization, status reports, security, documentation, change control, and time tracking.
- Performs other duties as assigned.
Education and Experience:
Bachelor’s degree in a relevant field and/or equivalent experience/training from an accredited college or university.
- 5+ years of experience as an ITSM Analyst, Application/Business System Analyst, or in a similar role.
- Proven experience with ITSM platforms, including Ivanti (preferred) or similar solutions (e.g., ServiceNow, Cherwell, BMC).
- Strong understanding of ITIL frameworks and best practices. ITIL certification preferred.
- Experience designing and implementing ITSM processes (Incident, Problem, Change, etc.).
- Experience designing and implementing ITAM processes (CMBD, Assets, Discovery, etc.).
- Familiarity with project management methodologies and tools; PMP or equivalent certification a plus.
- Experience designing and implementing integrations with 3-parity tools, using various methods, Webhooks, APIs, or IPaaS.
- Effective verbal and written communication skills and the ability to communicate with business partners and other IT staff
- Problem-solving skills sufficient to perform research and recommend a proposed solution to problems.
Technical Skills:
- Proficiency in ITSM Low-Code applications and modules, including configuration and customization.
- Intermediate to advanced knowledge of the Ivanti Java expression editor.
- Intermediate to advanced knowledge of Microsoft Word, Excel, PowerPoint, and DevOps tools like Azure DevOps or Jira.
- Strong analytical and problem-solving skills with experience translating business requirements into technical solutions.
- Understanding of database management and reporting tools for ITSM platforms.
- Intermediate to advanced knowledge of Java code or Ivanti Web Service Connection is a plus.
- Understanding of SQL databases and SQL queries is a plus.
Certificates and Licenses:
- ITIL Foundation Certification required; advanced ITIL certifications preferred.
- Relevant certifications in ITSM tools (e.g., Ivanti, ServiceNow) are a plus.
Work Environment:
- Work environments may differ based on job functions and location.
- Work is subject to schedule changes and/or variable work hours.
- Standard indoor office environment.
- Long periods of sitting while working at a computer.
- Occasional long periods of standing.
- Position requires regular interaction with employees and vendors both in person and via e-mail and telephone.
Equal Opportunity Employer: disability/veteran