Ivanti/ITSM Administrator - Technology Service Operations (TSO)

Published date Posted on Indeed on Nov 24, 2021 (8 d ago)
It’s Time For A Change…
Your Future Evolves Here
Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.
Are we growing? Absolutely – about 40% in year-over-year revenue growth in 2018. Are we recognized? Definitely. We have been named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019, and one of the “50 Great Places to Work” in 2017 by Washingtonian. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.
What You’ll Be Doing:
It’s Time For A Change…
Your Future Evolves Here
Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. We bring our whole selves to work and we’re driven to make a difference every day, from the work we do in our roles to the charitable endeavors we support. We believe in starting by listening, communicating with candor, fostering inclusion and owning the opportunity. We respect and celebrate individual talents and team wins. Whether we’re wearing scrubs, jeans or our finest work-from-home chic, we have fun, work hard and make time to help others.
Are we growing? Absolutely. We have seen about 30% average growth over the last three years. Are we recognized? Definitely. We were named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019 and are proud to be recognized as a leader in driving diversity, equity and inclusion (DE&I) efforts. Evolent achieved a 100% score on the 2020 Human Rights Campaign's Corporate Equality Index, making us one of the best places to work for LGBTQ+ employees. We were also named on the Best Companies for Women to Advance List 2020 by Parity.org and we publish an annual Diversity Report to share our progress on how we’re building an equitable workplace and performing on various metrics. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.
Who You’ll Be Working With:
The Ivanti/ITSM Administrator is a remote position and will report to the Director of Technical Operations.
What You’ll Be Doing:
This position is responsible for providing technical support for the analysis, development, installation, administration, maintenance, and enhancements to the ISM /ITAM applications at Evolent Health. In collaboration with IT leaders, the Ivanti/ITSM Administrator will develop, enhance, and streamline ITIL process workflows for the existing Ivanti implementation at Evolent. The successful candidate will execute application integration strategies, while learning new technologies, to best serve Evolent.
This position is a hands-on role directly responsible for the design and maintenance of our IT Service Management (ITSM) tool as well as enabling and coordinating our ITSM standards within Corporate IT & Infrastructure. This role will help enforce ITIL-based framework standards and ensure smooth operation of Evolent’s Ivanti implementation to enable appropriate workflow, automation, reporting and metrics. Successful candidate will interface and evangelize the capabilities and functionality of ITSM and leverage Ivanti to solve complex business problems, further integrate our toolsets, and drive automation and ease of use.
  • Understands the workflow and process requirements of complex application systems.
  • Manage upgrades and maintenance of software and integrations, including staging, testing, and production launches.
  • Create test plans and lead in testing of configured system in preparation for production launch.
  • Actively troubleshoot and manage resolution of system issues.
  • Address technical issues reported by users; may include interfacing with internal teams as required and communicating the resolution back to the end user.
  • Develop, maintain, and update documentation related to system configuration and service request workflows.
  • Continue to improve technical expertise through research and identification of new processes and technical alternatives to resolve problems and/or implement continuous improvement.
  • Adhere to and advocate all requirements of IT Privacy and Security Policies and Procedures.
  • Participate and contribute in project and team meetings. Transfer knowledge, share expertise, and continuously mentor and collaborate with other members of the team.
  • Ensure work meets functionality and quality expectations within given timelines.
The Experience You’ll Need (Required):
  • Bachelor's degree in an IT-related field, or equivalent experience
  • 5 years expert level experience with Ivanti (or equivalent ITSM tool) performing integrations, configuration, and customizations (Ivanti experience strongly preferred)
  • 3 years of experience creating and maintaining technical documentation and solution diagrams
  • Hands on experience in process automation, best practice approach, technology efficiency, and effectiveness
  • Solid understanding of concepts of project planning and project management techniques to assist in small projects and/or group initiatives
  • Experience with change management while leading enterprise adoption of standardized tools and processes
  • Outstanding written and verbal communication skills, with the ability to negotiate effectively
  • Ability to build trust and form effective relationships with team members and leadership
  • Ability to work in a dynamic environment, including the ability to manage and prioritize tasks while maintaining a service-oriented work ethic
  • Proven analytical and cross-functional team skills, including effective work with fully remote teams across multiple time zones
  • Must be detail-oriented, organized, and able to work independently to prioritize and execute tasks
Finishing Touches (Preferred):
  • Formal training and/or certifications in ITIL is desired but not required
  • Experience in healthcare IT
  • Experience working with audit, privacy, and security requirements, including SOX, SOC2, and HIPAA
Technical requirements:
Currently, Evolent employees work remotely across all fifty (50) states temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
“Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home.

As we continue to evaluate re-opening our offices more fully and begin to have specific roles that will require face to face interaction with our providers and patients in client facilities or homes, all employees must be prepared to meet our vaccine requirements with or without accommodation at that time.”
Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
#LI-Remote
Technical requirements:
Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and federal law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home. Certain jobs require face-to-face interaction with our providers and patients in client facilities or homes. Employees working in such roles will be required to meet our vaccine requirements without exception or exemption.
Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Compensation Range:
The typical range of employees within the compensation grade of this position is $90,000 - $110,000. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.

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