Senior Systems Administrator, IT Applications
Ryan · Hyderabad
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
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