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