Ivanti Service Management Analyst

As an Ivanti Service Management Analyst (offshore), your role is crucial in ensuring the smooth functioning and optimization of Ivanti capabilities for the client. Your key responsibilities will include: - Administering the Ivanti Service Manager platform to maintain stability - Updating and enhancing workflows, business rules, and notifications - Managing and refreshing the Service Catalog based on business needs - Implementing continuous improvements for ITSM processes and automation - Monitoring SLAs, escalations, and performance metrics - Supporting resolver groups and ensuring accurate assignment rules - Providing L2/L3 support for Ivanti-related incidents and requests - Documenting changes and maintaining configuration baselines - Collaborating with stakeholders for new requirements and enhancements - Training end-users and creating knowledge articles for common tasks To excel in this role, you are expected to have: - 2-4 years of experience 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 As an Ivanti Service Management Analyst (offshore), your role is crucial in ensuring the smooth functioning and optimization of Ivanti capabilities for the client. Your key responsibilities will include: - Administering the Ivanti Service Manager platform to maintain stability - Updating and enhancing workflows, business rules, and notifications - Managing and refreshing the Service Catalog based on business needs - Implementing continuous improvements for ITSM processes and automation - Monitoring SLAs, escalations, and performance metrics - Supporting resolver groups and ensuring accurate assignment rules - Providing L2/L3 support for Ivanti-related incidents and requests - Documenting changes and maintaining configuration baselines - Collaborating with stakeholders for new requirements and enhancements - Training end-users and creating knowledge articles for common tasks To excel in this role, you are expected to have: - 2-4 years of experience 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