ITSM Ivanti Administrator

Job Title: ITSM Ivanti Administrator (ServiceNow Administrators also considered)

Duration: Contract (6-12 months, potential for conversion to full-time)

Location: Hybrid – Wilmington, MA (2-3 days/week in office)

Job Overview:

Unifirst is undertaking an exciting project to replace their current ITSM tool, Sharewell, with the modern Ivanti Neurons (ITSM) platform. As the ITSM Ivanti Administrator, you will be a key player in this implementation, responsible for the configuration, administration, and ongoing support of the new Ivanti environment. You will collaborate closely with infrastructure teams, business stakeholders, and end-users across the company (approximately 14,000 employees) to ensure the successful adoption and optimization of the Ivanti Neurons platform. While primary expertise in Ivanti is desired, candidates with strong ServiceNow administration experience will also be considered. For more junior candidates with Analyst-level experience in either Ivanti or ServiceNow, their profiles will also be reviewed.

Responsibilities:

• Design, configure, and maintain the Ivanti Neurons ITSM platform, including modules for Incident, Request Offering, Problem, Change, Service Catalog, and Asset Management.
• Customize and build forms, create workflows, and establish classifications within the Ivanti Neurons ITSM platform based on business requirements.
• Develop and implement integrations between Ivanti Neurons and other critical IT and business systems, leveraging APIs and other integration methods.
• Administer user access, roles, and permissions within the Ivanti ITSM platform.
• Gather and analyze business requirements for new forms, workflows, and system enhancements.
• Develop and maintain SQL queries for reporting and data analysis.
• Conduct training sessions for end-users on the new Ivanti Neurons ITSM platform.
• Monitor system performance, troubleshoot issues, and manage application release testing and upgrades within the Ivanti Neurons ITSM platform.
• Implement solutions to optimize the performance and reliability of the Ivanti Neurons ITSM platform.
• Collaborate with Business Teams to identify opportunities for process improvement and automation within the ITSM framework.
• Stay current with Ivanti Neurons ITSM product updates, patches, and industry best practices.
• Develop and maintain comprehensive documentation, including user guides and standard operating procedures (SOPs).
• Ensure ITSM processes align with ITIL best practices.
• Conduct regular reviews of ITSM processes and recommend enhancements.
• Generate monthly performance metrics and enhancement reports for Senior Leadership.

Experience:

• Proven experience working with an ITSM platform (e.g., Ivanti, ServiceNow, Cherwell).
• Hands-on experience as an Ivanti Administrator, including configuration, customization, and administration of core ITSM modules (Incident, Problem, Change).
• OR Strong experience as a ServiceNow Administrator with a solid understanding of core ITSM processes.
• Familiarity with Asset Management and Discovery concepts within an ITSM framework.
• Solid understanding of Incident, Problem, and Change Management processes.
• Experience setting up integrations with other systems using APIs or other integration methods.
• Proficiency in writing and running SQL queries.
• Experience in a Service Operations environment or similar within a corporate enterprise organization is preferred.
• Familiarity with ITIL best practices and service management methodologies is a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
• Ability to work independently and manage multiple tasks effectively.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.