Senior Platform Administrator

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.