ITSM Tech Analyst

Position Location: We're all about flexibility! This will be a hybrid role based out of our corporate headquarters in Lakeville, MA or our Seaport Boston, MA location with Mondays and Fridays remote.

A Day in the Life...

• Manage ITSM and ITAM Ivanti solutions, including implementation support, workflow development, access control, reporting, and ongoing solution optimization.
• Own KPIs, dashboards, and performance metrics to monitor ITSM and ITAM solutions, including executive-level reporting
• Serve as a technical resource for establishing, maintaining, and upgrading ITIL-aligned standards and processes
• Provide technical expertise to resolve ITSM and ITAM issues and support design, implementation, and maintenance of IT processes
• Maintain knowledge management articles and ITSM service catalog
• Collaborate with technology leaders and teams to drive automation and workflow efficiencies
• Lead weekly Change Advisory Board (CAB) meetings, including change consolidation, presentation, and authorization tracking.
• Oversee change and problem management processes to meet SLA and MTTR commitments.
• Ensure APIs, connectors, and agents to ancillary systems are properly configured and operational
• Develop and maintain low-code/no-code workflows within Ivanti ITSM solutions
• Maintain process documentation and SOPs for Ivanti configurations and workflows.
• Develop user guides and conduct training sessions for ITSM processes and Ivanti platform usage.
• Ensure proper linkage between incidents, problems, and changes in Ivanti for root cause analysis.
• Manage user roles, permissions, and access controls within Ivanti to ensure compliance with security policies.

What We Are Looking For:

Required:

• Knowledge of IT systems and software.
• Strong problem-solving and interpersonal skills.
• Excellent verbal and written communication skills.
• Understanding of ITIL processes, including problem management, service management, knowledge management, and incident management.
• Hands-on experience managing ITAM and ITSM solutions.
• Expertise in dashboard development and KPI management.
• Experience with Change Management processes.
• Proven ability to develop automation and workflows.
• Familiarity with Ivanti or other SaaS-based ITSM/ITAM platforms

Preferred:

• ITIL 4 Certification
• Project management
• End user customer service experience
• Asset Management experience

Education:

Work Experience:

Annual Salary:

The base salary range information above serves as a guideline of the position's typical hiring range. We value and appreciate what makes you unique and will consider a variety of factors when determining an offer. These factors include, but are not limited to, your skills and experience, external and internal benchmarks, as well as overall company considerations. Certain positions may be eligible for short-term and long-term incentive rewards. We also offer a competitive and comprehensive benefits program that supports all aspects of your health and well-being.

Benefits:

• Complete insurance package on Day-1 that includes a plethora of health and wellness programs

• • Health, Dental and Vision insurance

  • Health savings account

  • Flexible spending account

  • Life and accident insurance

  • Employee assistance program

  • Telehealth services

  • 1:1 health coaching

  • Supportive benefits for all the stages of your life

• 401(k) with up to 6% Company matching; additional potential discretionary match at year-end

• Short-Term Incentive/Performance bonuses

• Flexible scheduling options

• Vacation pay, up to three weeks of time (pro-rated for your first year of employment)

• Holiday pay for 12 holidays

• Career development and growth opportunities

• Tuition/Education assistance programs

• Access to LinkedIn Learning

• Scholarship programs for children of employees

• Parental leave

• Bright Horizons Family Solutions - Back-up care, tutoring, etc.

• Adoption assistance

• Bereavement leave

• Up to $300 fitness reimbursement

• Up to $300 massage reimbursement

• Employee appreciation events

• Employee discounts

• Charitable giving

Who We Are:

You might have our iconic cranberry juice in your fridge or have gotten into heated holiday debate about what's better - canned or fresh cranberry sauce. But did you know that the hardworking people growing the superfruit in our products are 700 family farmers that own our cooperative? They entrust us with what is most precious to them to create new and innovative products that will delight consumers and grow this beloved brand today and into the future.

Team members, farmers, consumers and communities alike--we value what makes us unique and strive to connect our farms to families for a better life by living our values:

• Grower Mindset - We embrace our grower-owners innovative spirit and heritage through confidence, learning and focus on the future.
• Sustainable Results - Guided by purpose, we are focused on delivering results for our grower-owners.
• Integrity Above All - We are ethical, doing the right thing for our grower-owners, customers, consumers and each other
• Inclusive Teamwork - We build diverse and inclusive teams that strengthen our cooperative.

For MA Applicants - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. Any employer who violates this law shall be subject to criminal penalties and civil liability.