Senior Platform Administrator

Job Purpose

This exciting, fast-paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. The successful candidate will join the Global IT 1st Line Support Team, part of RWS’s Group IT Team. This team provides IT support services to over 8000 end users across the globe.

This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking, and business critical application support.

RWS’s focus is to grow a world-class internal IT operation, which provides the tools, procedures, methods, support, and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24x5 with occasional evening/weekend work which is envisioned to scale to 24x7.The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.

About Product and Technology

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Key Responsibilities

• Responsible and accountable for implementing system changes within the Group Technologies Service Desk Platform (Ivanti Neurons).
• Research desired improvements and upgrades within the Service Desk Platform, assess associated risks, timelines, and required change control processes to ensure seamless enhancements with minimal impact to end users.
• Liaise with the Service Desk Platform vendor for additional support, guidance, and issue resolution as needed.
• Perform weekly and monthly administrative tasks to ensure optimal platform performance.
• Collaborate with stakeholders to gather requirements for new features and functionalities in Ivanti modules, plan sprints, raise change requests, attend CAB calls to present changes, seek approvals, and coordinate implementation.
• Provide end-user support for the IT service desk platform, ensuring a positive, consistent, and high-quality experience for internal RWS employees.
• Maintain all service desk platform environments to ensure stability and performance.
• Deliver timely, accurate, and agreed-upon reports and analyses to the business at defined intervals.
• Escalate complex incidents to appropriate 2nd or 3rd line support teams in accordance with company processes to meet service expectations.
• Plan and organize daily workloads, prioritize service calls, and adjust work plans to support high-priority tasks and operational needs.
• Manage all assigned issues through the Service Centre, ensuring timely resolution and documentation.
• Adhere to all policies and procedures and recommend improvements to support processes to enhance service quality.
• Follow security protocols in line with company policies and regulatory requirements.
• Maintain documentation, follow procedures and standards, and submit asset information as required.
• Collaborate with other Global IT teams, such as Business Applications, when issue resolution depends on application-side changes or fixes.
• Participate in ad-hoc project work as part of ongoing professional development and team initiatives.

Skills & Experience

• 2–3 years of experience working on Ivanti as an administrator and/or developer.
• Hands-on experience with Ivanti Neurons or a comparable Service Desk tool.
• Knowledge of implementing, administering, or developing modules such as Incident, Problem, Change, SLA, Release, Knowledge, Task Management, and Service Request Management.
• Proficiency across multiple ITSM toolsets.
• Experience with Windows Server 2008/2012/2016.
• Prior experience in a customer-focused environment is essential.
• Strong troubleshooting skills, with the ability to guide users remotely through IT systems to collect relevant information.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.