Senior Systems Administrator, IT Applications

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.

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.

ITIL Foundation Certification required; advanced ITIL certifications preferred.

Relevant certifications in ITSM tools (e.g., Ivanti, ServiceNow) are a plus.

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