| Job Overview: Project - Replacing Sharewell as their ITSM tool
- Moving onto another Ivanti platform, Ivanti Neurons (ITSM)
- Will be working with infrastructure, the business
- Anyone in the company (14K employees) can submit a ticket but they usually see 1500 tickets/day with system requests since it's more corporate submitting technical problems rather than those in the field
Responsibilities - Set up, configure (build form, put form out there, create workflows), put on teams, classifications (admin work)
- Customize modules for incident, problem, change
- Integrate with other systems
- Administer user access
- Business comes in and requests new forms, create those
- Conducting training on the new Ivanti tool
- Stay current on ITSM
Experience - ITSM Tools - Experience with service management platform, understand asset management and discovery (part of standard ITSM tools)
- Experience with Ivanti
- Knows from an incident problem and change standpoint
- ServiceNow experience as a backup
- Set up integrations, like APIs
- SQL, run queries
IT Ivanti Neurons Administrator The Ivanti Neurons Administrator is responsible for providing operational support for the Ivanti IT Service Management (ITSM) platform. This role involves managing system configurations, customizations, and integrations to support IT services and other critical areas of service delivery. The administrator will collaborate closely with various stakeholders to identify business requirements and ensure that the Ivanti Neurons ITSM platform meets organizational needs effectively. Responsibilities Include: - Design, configure, and maintain the Ivanti Neurons ITSM platform to support IT service management processes.
- Customize and configure the Ivanti Neurons ITSM modules (Incident, Request Offering, Problem, Change, Service Catalogue, Asset Management etc).
- Develop and implement workflows, forms, templates, and business reporting within the Ivanti Neurons ITSM platform according to business requirements.
- Implement and oversee integrations with various IT systems and tools, including monitoring systems (such as Splunk), Identity and Access Management (IAM) solutions, asset management databases, and other business systems (such as Oracle ERP).
- Develop and implement workflows, forms, and reports within the Ivanti platform.
- Ensure data accuracy and integrity within the Ivanti Neurons ITSM system.
- Administer user access, roles, and permissions within the Ivanti ITSM platform.
- Monitor system performance, troubleshoot issues, carry out application release testing and upgrades within the Ivanti Neurons ITSM platform.
- Implement solutions to optimize performance and reliability for the wider service across the business for the Ivanti Neurons ITSM platform.
- Collaborate with Business Teams to identify opportunities for process improvement and automation.
- Provide training on the ITSM Tool and support to end-users on how to best use the Ivanti Neurons ITSM platform effectively.
- Stay current with Ivanti Neurons ITSM product updates, patches, and best practices.
- Develop and maintain documentation, including user guides and standard operating procedures (SOPs).
- Align ITSM processes with ITIL (Information Technology Infrastructure Library) best practices.
- Conduct regular reviews of the ITSM processes and suggest enhancements.
- Conduct monthly performance metrics and enhancement metrics for Senior Leadership.
Qualifications: - Bachelor's degree in information technology, Computer Science, or IT related field preferred.
- Proficient in ITIL best practices and service management methodologies.
- Experience in a Service Operations environment or similar within a corporate enterprise organization.
- SQL connectors, structure query language and reporting experience is advantageous but not essential.
- Proficiency in Ivanti ITSM platform administration or similar service desk tool, e.g., Cherwell, ServiceNow.
- Understanding of SQL, scripting, and workflow automation.
- Ability to analyze and solve complex technical problems.
- Strong data analysis skills to assess system performance and process efficiency.
- Proven experience in delivering process efficiencies and improvements.
- Ability to build and maintain efficient working relationships with local and remote teams.
- Demonstrated ability to take ownership of and accountability for relevant products and services.
- Ability to plan, prioritize and complete your own work, while assisting your Service Management team partners.
- Willingness to engage with and work in other technologies.
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