Why Ryan? Flexible Work Environment Award-Winning Culture World-Class Benefits and Compensation Accelerated Career Path Community Outreach Mentorship Opportunities Wellness-Centric Benefits The Senior Systems Analyst, ITSM, works under the direction of the IT Service Management Administrator to analyze business needs and deliver 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 requirements, and adhere to ITIL frameworks. The Senior Systems Analyst will oversee 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: 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 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 the way they work 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. Please contact our People Group at 972.934.0022 or peoplegroup@ryan.com if you are interested in applying and need assistance to submit your application, or if you are interested in a position and believe you may require a reasonable accommodation in order for you to perform its essential functions. Click here to view the entire EEO poster and supplement. *Notice to Canada Candidates – In accordance with the Accessibility for Ontarians with Disabilities Act (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*. Please access our Privacy Notice in relation to this at the following link for additional information on how we protect and handle personal information. To change or modify any personal information previously provided, please click here to access our Data Subject Access Request form.

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