Senior Systems Administrator, IT Applications

Ryan Companies US, Inc.; Hyderabad; Presencial; INR 2.500.000 - 3.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global award-winning culture

Flexible work environment

Generous paid time off

World-class benefits and compensation

Rapid growth opportunities

Company sponsored two-way transport

Exponential career growth

Descripción de la vacante

Ryan Companies US, Inc. in Hyderabad is seeking a Senior Systems Administrator, ITSM, to lead ITSM initiatives using the Ivanti suite and align with ITIL standards.

You will analyze requirements, drive ITSM projects, and maintain the health of ITSM applications across IT and business teams. The role emphasizes training junior developers, coordinating with vendors, and delivering comprehensive documentation and processes.

Formación

• 5+ years of experience as an ITSM Analyst, Application/Business System Analyst, or in a similar role.
• 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 ITSM and ITAM processes and integrating with 3rd-party tools.

Responsabilidades

• Lead ITSM-related projects and ensure Ivanti integration with other IT systems.
• Administer Ivanti Neurons for the ITSM application suite and Ivanti Xtraction for reporting.
• Develop and maintain ITSM documentation, workflows, and standards.
• Provide training and guidance to end-users and junior developers.
• Manage vendor relationships and escalate issues with Ivanti when needed.
• Monitor ITSM performance and drive process improvements.

Conocimientos

Communication

Problem-solving

Team mentorship

Stakeholder collaboration

Educación

Bachelor's degree in a relevant field

ITIL Foundation Certification

PMP or equivalent

Herramientas

Ivanti Neurons

Ivanti Xtraction

Ivanti ITSM tools

Azure DevOps

Jira

SQL queries

Descripción del empleo

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

The Senior Systems Administrator, ITSM, analyzes business requirements and delivers optimal solutions using ITSM best practices and tools, including the Ivanti suite. This role is critical in ensuring ITSM processes are effectively implemented, aligned with business goals, and adhere to ITIL frameworks and internal Standards. The Senior Systems Analyst will lead ITSM-related projects, maintain the health and functionality of ITSM applications, and coordinate across IT and business teams to drive operational excellence.

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