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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
