What are the responsibilities and job description for the Job Title: ITSM Analyst / ITSM ServiceNow Admin position at Pinnacle Software Solutions?
Job Details
Job Title: ITSM Analyst / ITSM ServiceNow Admin
Location: Wilmington, MA (Hybrid, Local Candidates Preferred)
Duration: 6-12 Months
Job Description:
We are seeking an experienced Ivanti Administrator/Analyst (or a ServiceNow Administrator as a secondary option) to join our team. This position focuses on managing and optimizing our IT Service Management (ITSM) platform, primarily Ivanti, but also includes ServiceNow experience. The ideal candidate will have hands-on experience with configuring and administering changes in Ivanti, as well as a strong understanding of ITIL processes and service management platforms.
Key Responsibilities:
- Administer and configure Ivanti ITSM tool, ensuring alignment with industry best practices.
- Support ITSM processes such as incident, problem, and change management.
- Integrate Ivanti with other tools and systems (such as APIs) to improve workflow automation and service delivery.
- Work with ServiceNow, if applicable, on administration and configuration.
- Manage asset management and discovery processes within ITSM tools.
- Create and run SQL queries for reporting and analysis.
- Troubleshoot and resolve issues related to ITSM platforms, ensuring minimal downtime and service disruptions.
Required Skills & Qualifications:
- Ivanti Administration Experience (required) OR ServiceNow Administration Experience (if Ivanti experience is not available).
- Hands-on experience in Incident, Problem, and Change Management within an ITSM platform.
- Experience setting up integrations and APIs for system automation.
- Strong working knowledge of SQL, with the ability to write and execute queries.
- Experience with asset management and discovery in an ITSM environment.
- Understanding of ITIL processes and best practices for IT service management.
Preferred Skills:
- Prior experience working in hybrid or remote IT environments.
- ITSM certification or relevant training is a plus.
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