Ivanti ITSM Administrator/Developer

Role Summary

The Ivanti ITSM Administrator/Developer is the Subject Matter Expert (SME) responsible for the day-to-day administration, configuration, development, and maintenance of the organization's Ivanti Neurons for ITSM platform. This role ensures the platform is optimized to support ITIL processes, automate workflows, and deliver a high-quality service experience across the enterprise.

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.

Job Type: Full-time

Pay: ₹1,200,000.00 - ₹1,532,832.50 per year

Work Location: In person