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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 Ryan offers outstanding opportunities to work in a dynamic, rapidly expanding tax services firm serving the world’s most respected Global 5000 companies. Our innovative work environment, accelerated growth path for high performers, competitive benefits package, and outstanding earning potential provide the most rewarding career experience available in the industry. Ryan employees are given the freedom to do their best work in the way they work best. With a clear understanding of expectations and accountabilities, our employees are given ownership of their time and flexibility to meet the demands of their professional and personal lives. Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Ryan LLC (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status). Job duties related to this role are to be conducted in a manner that adheres to privacy laws, as well as follows internal governance related to protecting confidential information and trade secrets, and to securing data and company records. Equal Employment Opportunity/Affirmative Action/Accommodation Ryan, LLC is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is our policy to take all employment actions and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), affectional or sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, citizenship status, genetic predisposition or carrier status, disability, military status, status as a disabled or other protected veteran or any other protected status under applicable law. It is Ryan's policy to make reasonable accommodation for qualified individuals with disabilities. Please contact our People Group at 972.934.0022 or peoplegroup@ryan.com if you are interested in applying and need assistance to submit your application, or if you are interested in a position and believe you may require a reasonable accommodation in order for you to perform its essential functions. Click here to view the entire EEO poster and supplement. *Notice to Canada Candidates – In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Canadian Human Rights Act, Ryan ULC will provide accommodation, accessible formats and communication supports for the interview upon request. Ryan welcomes and encourages applications from people with disabilities*. Please access our Privacy Notice in relation to this at the following link for additional information on how we protect and handle personal information. To change or modify any personal information previously provided, please click here to access our Data Subject Access Request form. Details Details Details 
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