Senior ITSM Administrator

Job Profile Summary

This position provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to users for Ivanti ticketing software. This position ensures the effective operation of the Ivanti system, oversees and performs system configurations, system integrations and recommends software enhancements. This role is primarily responsible for directly supporting the needs of the organization as it relates to the global ticketing system. They will work closely with the IT and functional teams to understand the business requirements and ensure that Ivanti products are integrated and configured properly.

Duties and responsibilities, as they align to Ryan’s Key Results

People:

• Works closely with the IT and functional teams and SMEs to ensure the Ivanti products are integrated with other IT systems.

Client:

• Performs implementation, administration, and configuration with Ivanti Neurons for ITSM application suite.
• Contributes to the enhancement, customization, and configuration of the Ivanti product based on the customers’ requirements and business needs.
• Provides training and support to end-users on Ivanti products.
• Manages and maintains vendor relation for troubleshooting, support and system enhancements and upgrades.
• Troubleshoots and resolves Ivanti-related issues and work with vendors to resolve product defects.

Value:

• Designs and implements the Ivanti suite of products, including Ivanti Endpoint Manager, Ivanti Identity Director, and Ivanti Automation.
• Implementation of custom dashboards, reporting, and metrics.
• Develops and maintains technical documentation, including installation procedures, configuration guides, and user manuals.
• Monitors Ivanti performance and implement optimizations as needed.
• 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 relevant field and/or equivalent experience/training from an accredited college or university.
• Two (2) plus years working with Ivanti Service manager.
• Six (6) plus months of experience with IT Service Management (ITSM) process and procedures.
• Effective verbal and written communications 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
• Experience with IT Service Management (ITSM) systems preferred.
• Solid understanding of IT infrastructure preferred.

Computer Skills:

To perform this job successfully, an individual should have intermediate knowledge of Microsoft® Word, Excel, Access, PowerPoint, HRIS, Payroll, Outlook, and Internet navigation and research.

Apply now and experience these amazing opportunities and benefits:

• Competitive Salary
• HMO on your 1st month with free dependents
• Life insurance
• Bonus/Incentive
• 42 leave credits annually
• Fitness Benefit
• Transportation Allowance
• Connectivity Allowance (Internet)
• Optical Allowance

www.ryan.com