Senior Systems Administrator, IT Applications

Ryan LLC; Telangana; On-site; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Flexible work environment

Generous PTO

Company transportation

World-class benefits

Growth opportunities

Job summary

Ryan LLC in Telangana seeks a Senior Systems Administrator, ITSM, to lead Ivanti-based ITSM implementations and ensure alignment with ITIL frameworks. The role coordinates across IT and business teams to deliver optimized ITSM services and governance.

The position requires serving as Ivanti SME, translating requirements into stories, evaluating tools, coordinating QA/UAT, and mentoring junior developers. It also covers documentation, user support, and performance improvements within ITSM

Qualifications

• Bachelor’s degree in a relevant field.
• 5+ years ITSM Analyst or similar experience.
• Experience with ITSM platforms (Ivanti preferred) or similar (ServiceNow, Cherwell, BMC).
• Strong ITIL knowledge and ITIL certification preferred.
• Experience designing ITSM and ITAM processes (Incident, Problem, Change; CMDB/Assets).
• Familiarity with project management methods; PMP or equivalent a plus.
• Experience designing integrations via APIs/Webhooks.

Responsibilities

• Serve as Ivanti SME and ensure Ivanti products integrate with IT systems.
• Translate functional requirements into development stories with stakeholders.
• Define features and user stories aligned with ITIL and internal standards.
• Evaluate and test ITSM tools, modules, and integrations.
• Coordinate QA/UAT test plans for ITSM functionality.
• Train and mentor JR developers and technical teams on ITSM workflows.
• Perform implementation, administration, and configuration of Ivanti Neurons for ITSM.
• Develop and maintain ITSM documentation and standards.
• Provide guidance on ITSM platform capabilities to business partners.
• Support end-users on Ivanti products and manage vendor relationships.
• Escalate and resolve Ivanti-related issues with vendors as needed.
• Manage users, groups, roles, and access controls per security standards.
• Troubleshoot platform issues and drive root-cause resolutions.
• Oversee ITSM backlog, incidents, and continuous improvement.

Skills

Ivanti Neurons

Ivanti Xtraction

ITSM

ITIL frameworks

Stakeholder engagement

Mentoring

Education

Bachelor’s degree in a relevant field

ITIL Certification (preferred)

PMP or equivalent (plus)

Tools

Azure DevOps

Jira

Microsoft Office (Word/Excel/PowerPoint)

Job description

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

• 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.
• Client: Performs administration and configuration with Ivanti Xtraction for the ITSM reporting suite.
• Client: Develops and maintains ITSM documentation, including process workflows, knowledge articles, standards, and functional specifications.
• Client: Provides guidance and leadership on the ITSM platforms’ capabilities and features.
• Client: Provides training and support to end‑users on Ivanti products.
• Client: Maintains vendor relations for troubleshooting, support, and system enhancements and upgrades.
• Client: 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.
• Value: Develops detailed use cases and process flows to support ITSM initiatives.
• Value: Oversees the ITSM Operational backlog, prioritizes tasks and Incidents.
• Value: Monitors ITSM application efficiency and drives resolutions for performance or operational issues.
• Value: Follows departmental processes, including but not limited to on‑call, project prioritization, status reports, security, documentation, change control, and time tracking.
• Value: 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 Ryan offers outstanding opportunities to work in a dynamic, rapidly expanding tax services firm serving the world’s most respected Global 5000 companies. Our innovative work environment, accelerated growth path for high performers, competitive benefits package, and outstanding earning potential provide the most rewarding career experience available in the industry. Ryan employees are given the freedom to do their best work in a way that works best. With a clear understanding of expectations and accountabilities, our employees are given ownership of their time and flexibility to meet the demands of their professional and personal lives.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Ryan LLC (i.e., H1‑B visa, F‑1 visa (OPT), TN visa or any other non‑immigrant status).

Job duties related to this role are to be conducted in a manner that adheres to privacy laws, as well as follows internal governance related to protecting confidential information and trade secrets, and to securing data and company records.

Equal Employment Opportunity/Affirmative Action/Accommodation Ryan, LLC is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination. It is our policy to take all employment actions and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), affectional or sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, citizenship status, genetic predisposition or carrier status, disability, military status, status as a disabled or other protected veteran or any other protected status under applicable law. It is Ryan’s policy to make reasonable accommodation for qualified individuals with disabilities. ***Ryan welcomes and encourages applications from people with disabilities***.

*Notice to Canada Candidates – In accordance with the AODA and the Canadian Human Rights Act, Ryan ULC will provide accommodation, accessible formats and communication supports for the interview upon request. *Ryan welcomes and encourages applications from people with disabilities*.