Ivanti Service Management Analyst

Ivanti Service Management Analyst (offshore)

Role Description

Serve as the day-to-day administrator and process tuning for Ivanti Service Management. Responsibilities include managing workflows, updating the service catalog, implementing continuous improvements, and ensuring operational excellence in ITSM processes. This role is critical for sustaining and optimizing Ivanti capabilities for the client.

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

Skills Required
Workflows, Dashboards, Basic Sql, Cmdb, Slas, Integrations, Reporting