ITSM - SME

As an experienced ITSM SME with deep expertise in Ivanti Service Manager (or Ivanti Neurons / related Ivanti modules), your role will involve driving the design, configuration, deployment, and continuous improvement of ITSM / Knowledge-Management processes. You will be the go-to expert for Ivanti-based service management and knowledge-management implementation, ensuring efficient incident/request/change workflows and a robust, usable knowledge base. **Key Responsibilities:** - Act as domain expert and technical lead for Ivanti platform, configure, customize, and administer Ivanti modules (Incident, Request, Change, Knowledge, etc.) depending on scope. - Lead the implementation or enhancement of the Knowledge-Management process: design and maintain a structured, searchable Knowledge Base / Service Knowledge Management System (SKMS) covering troubleshooting guides, FAQs, standard operating procedures, best-practice documents, etc. - Establish and govern Knowledge-Management workflows: article creation, drafting, review/approval, publishing, archiving or expiration; ensure proper metadata/taxonomy, version control, feedback mechanisms and content governance. - Integrate Knowledge Management with other ITSM processes: ensure that when incidents, problems or requests are logged, relevant knowledge-articles are surfaced automatically to agents or end-users (self-service) to speed up resolution and reduce repetitive work. - Work closely with cross-functional stakeholders (service desk/ support teams, infrastructure teams, change management, asset management, clients) to gather requirements, document existing processes, and transform them into Ivanti configuration and Knowledge-Management artefacts. - Provide user training, support and governance around Ivanti usage and Knowledge-Base adoption, help service-desk staff produce knowledge, maintain content quality and compliance with process standards. - Monitor, audit, and improve knowledge-base usage and ITSM workflows; review content effectiveness, usage metrics (e.g. self-service adoption, article feedback, resolution times), purge or update outdated articles, and continuously refine processes for efficiency and compliance. **Required Skills & Qualifications:** - Proven experience with Ivanti Service Manager / Ivanti Neurons (or equivalent Ivanti ITSM platform), including configuration, administration, and maintenance. - Strong understanding of ITSM processes and best practices (ideally aligned to ITIL or similar frameworks) including Incident Management, Change Management, Request Fulfillment, Knowledge Management, CMDB/Asset/Configuration Management. - Experience in designing and managing Knowledge-Management systems: knowledge article lifecycle, taxonomy/metadata design, workflow governance, content publishing, and user-facing portals (self-service). - Strong documentation and technical-writing skills; ability to translate technical or process knowledge into clear, usable articles for both technical and non-technical audiences. - Good stakeholder management and communication skills, able to collaborate with teams across IT, operations, end-users, to gather requirements, conduct trainings, and drive adoption. *Note: Optional qualifications and additional details of the company were omitted from the provided Job Description.*,