Ivanti ITSM Administrator/Developer

Company Description

Aguna Solutions is an IT services company based in Noida, passionate about the transformative power of technology. They provide services for Robotics Process Automation, Product Development, Custom development, Cyber/Information Security, Cloud, Consulting, Implementation, and Support, and Business Intelligence.

Role Description

Ivanti Neurons for ITSM

Key Responsibilities

Platform Administration & Maintenance

• System Administration:

   Manage user roles, security access, groups, and permissions within the Ivanti platform.

• Upgrades & Patches:

   Plan, test, and execute platform upgrades, patches, and hotfixes to maintain security and performance.

• Performance Monitoring:

   Monitor system health, performance, and log files, troubleshooting and resolving complex platform issues.

• Data Management:

   Maintain data integrity, manage imports/exports, and ensure the accuracy of the 

  Configuration Management Database (CMDB)

   within Ivanti.

Development & Configuration

• Workflow Automation:

   Design, configure, and implement custom 

  business rules, workflows, forms, and validation rules

   across core ITIL processes (Incident, Request Fulfilment, Change, Problem, Knowledge, and Asset Management).

• Customization:

   Develop and maintain 

  Service Catalogue

   request offerings, Quick Actions, Templates, and role-based Dashboards using Ivanti's low-code/no-code capabilities.

• Scripting:

   Utilize 

  JavaScript, PowerShell, or Groovy Script

   (where applicable) to create advanced automations, custom functions, and integrations.

• Reporting:

   Build and maintain custom reports, saved searches, and metrics to track Service Level Agreements (SLAs) and provide actionable insights to management.

Integration & Support

• Integrations:

   Implement and manage integrations with other enterprise tools (e.g., monitoring, Active Directory, Asset Management, HR) using Ivanti's 

  Integration Framework

   or web services (REST/SOAP APIs).

• User Support:

   Provide Tier 3 support for Ivanti platform issues, assisting end-users and IT staff with advanced configuration and usability questions.

• Documentation:

   Create and maintain technical documentation, SOPs, and system configuration guides for the platform.

Required Qualifications

• Experience:

   [3-5+] years of hands-on experience administering, developing, or implementing 

  Ivanti Neurons for ITSM

   (or Ivanti Service Manager/HEAT).

• ITIL Knowledge:

   Strong understanding of 

  ITIL v4

   principles and experience applying them to ITSM tool configuration.

• Technical Proficiency:

• Expertise in Ivanti's core configuration components (Business Objects, Forms, Workflows, Templates, Quick Actions).
• Proficiency in 

  SQL

   (or similar database language) for data retrieval, reporting, and troubleshooting.
• Experience with 

  JavaScript

   for scripting and customization within the platform.

• Certifications (Preferred):

• Ivanti Neurons for ITSM Administrator

   or 

  Developer Certification

  .

• ITIL Foundation Certification

   (v4 preferred).

Desired Skills & Attributes

• Familiarity with Ivanti Neurons features like 

  Automated Bots

   and 

  IT Asset Management (ITAM)

   integration.
• Experience with 

  Enterprise Service Management (ESM)

   extension into other business units (HR, Facilities).
• Excellent communication and ability to work with process owners to translate business requirements into technical solutions.
• Strong analytical, problem-solving, and time management skills.