Remote ITSM Admin; Ivanti Neurons​/ITIL

Job
-810759 )

Remote ITSM Admin (Ivanti Neurons preferred/ITIL) with Ivanti ITSM, or Service Now/BMC/Jira Service Management/Manage Engine Service Desk Plus, Agile/Scrum, CI/CD, Dev Ops, JavaScript, SQL/SSRS, REST APIs/JSON, incident/service request/Change/Release, Knowledge/Service Catalog management experience

Location:

Atlanta, GA (DPH)
Duration: 9 Months

• Hands-on experience configuring, developing, or supporting an enterprise ITSM platform. Required 2 Years
• Ivanti ITSM / Ivanti Neurons Highly desired 2 Years
• Service Now, BMC, Jira Service Management, or Manage Engine Service Desk Plus (at least one of these platforms may be considered in lieu of Ivanti exp) Required 2 Years
• Agile/Scrum, CI/CD, or Dev Ops Required 2 Years
• JavaScript Required 2 Years
• SQL Required 2 Years
• REST APIs/JSON Required 2 Years
• Understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management. Required 2 Years

Under broad supervision, configures, customizes, enhances, and supports the Ivanti Neurons for ITSM platform

Under broad supervision, configures, customizes, enhances, and supports the Ivanti Neurons for ITSM platform. Works with business users, OIT teams, and project stakeholders to translate service-management requirements into workflows, business rules, forms, automation, integrations, dashboards, reports, and service catalog solutions. Supports testing, releases, production deployment, troubleshooting, documentation, and ongoing platform operations using ITSM/ITIL practices. Experience with comparable enterprise ITSM platforms such as Service Now, BMC, Jira Service Management, or Manage Engine Service Desk Plus may be considered.

• Collaborate with business users and technical stakeholders to understand, document, and translate requirements into scalable ITSM solutions.
• Configure, customize, and enhance Ivanti workflows, business rules, forms, layouts, business objects, dashboards, reports, and automation.
• Develop and support Service Request, Service Catalog, Incident, Change/Release, and Knowledge Management modules and related platform capabilities.
• Build and support integrations using REST APIs/JSON and other supported integration methods; troubleshoot data, workflow, and platform issues.
• Develop service-management reporting, analytics, and operational dashboards; use SQL for reporting and troubleshooting, with SSRS experience preferred.
• Prepare and maintain technical documentation, including configuration documentation, workflow diagrams, deployment instructions, and change/release notes.
• Support system testing, User Acceptance Testing (UAT), demonstrations, environment promotion, production deployment, post-production validation, and support.
• Participate in Change Advisory Board (CAB) activities and take ownership of ITSM platform change requests through implementation and closure.
• Work closely with PM, BA, QA, and development team members in an Agile/CI/CD delivery model, including two-week sprint cycles and coordinated module development.
• Perform other assignments as required.

• At least two (2) years of hands-on experience configuring, developing, or supporting an enterprise ITSM platform.
• Experience configuring workflows, business rules, forms, service catalog items, reports, dashboards, and automation.
• Working knowledge of JavaScript, SQL, REST APIs/JSON, workflow management, and low-code/no-code configuration principles.
• Understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management.

• Hands-on experience with Ivanti ITSM / Ivanti Neurons for ITSM or ITAM, including familiarity with the…