Ivanti Service Management Analyst

Ivanti Service Management Analyst (offshore)

Role Description

day-to-day administrator and process tuning for Ivanti Service Management

Daily Responsibilities

• Administer Ivanti Service Manager platform and maintain stability
• Update and enhance workflows, business rules, and notifications
• Manage and refresh the Service Catalog based on business needs
• Implement continuous improvements for ITSM processes and automation
• Monitor SLAs, escalations, and performance metrics
• Support resolver groups and ensure accurate assignment rules
• Provide L2/L3 support for Ivanti-related incidents and requests
• Document changes and maintain configuration baselines
• Collaborate with stakeholders for new requirements and enhancements
• Train end-users and create knowledge articles for common tasks
  

Expected Experience

• 2-4 years in ITSM administration, preferably with Ivanti Service Manager
• Strong understanding of ITIL-aligned workflows and service catalog management
• Experience in troubleshooting and minor configuration changes
  

Key Qualifications

• Proficiency in Ivanti configuration: forms, workflows, SLAs, dashboards
• Familiarity with CMDB and asset relationships
• Strong communication and documentation skills
• Ability to manage multiple priorities and deliver continuous improvements
  

Additional Qualifications

• Certifications: ITIL Foundation; Ivanti Administrator certification preferred
• Exposure to Ivanti Neurons and related modules
• Basic SQL and reporting skills
• Experience with integrations and API troubleshooting is a plus