Senior Systems Administrator, IT Applications
Ryan · Manila
Why Ryan?
Flexible Work Environment
Award-Winning Culture
World-Class Benefits and Compensation
Accelerated Career Path
Community Outreach
Mentorship Opportunities
Wellness-Centric Benefits
Duties and Responsibilities:
People:
- Collaborates with stakeholders to elicit, document, and prioritize functional requirements for ITSM processes.
- Works closely with ITSM Administrators and business owners/SMEs to define features and user stories, ensuring alignment with ITIL 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 end-users and technical teams on ITSM system functionality and workflows.
Client
- Manages the configuration, deployment, and maintenance of ITSM applications, including Ivanti and other tools.
- Facilitates workshops and discussions with key decision-makers, systems owners, and end-users to gather and refine ITSM business requirements.
- Leads the migration and consolidation of ticketing systems and processes into Ivanti or similar ITSM platforms.
- Develops and maintains ITSM documentation, including process workflows, knowledge articles, and functional specifications.
- Provides ongoing support, troubleshooting, and performance monitoring for ITSM tools, ensuring high availability and reliability.
Value
- Drives the design and continuous improvement of ITSM processes, including Incident, Problem, Change, Service Request, and Knowledge Management.
- Develops detailed use cases, business cases, and process flows to support ITSM initiatives.
- Oversees the ITSM application backlog, working in tools like Microsoft DevOps or Jira to prioritize tasks and enhancements.
- Ensures change events are documented, tested, and executed per ITIL-compliant Change Management procedures.
- Monitors ITSM application efficiency and drives resolutions for performance or operational issues.
Education and Experience:
- Bachelor’s Degree or equivalent experience in IT, Computer Science, Business Administration, or a related field.
- 5+ years of experience as an ITSM Analyst, Application/Business System Analyst, or in a similar role.
- Proven experience with ITSM platforms, including Ivanti (highly 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.).
- Familiarity with project management methodologies and tools; PMP or equivalent certification a plus.
Technical Skills:
- Proficiency in ITSM applications and modules, including configuration and customization.
- 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.
- Configuration and coding for infrastructure technology platform.
Certificates and Licenses:
- ITIL Foundation Certification required; advanced ITIL certifications preferred.
- Relevant certifications in ITSM tools (e.g., Ivanti, ServiceNow) are a plus.
Supervisory Responsibilities:
This position has no direct reports.
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 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