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