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 ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus may be considered.
Job Duties and Responsibilities (overall tasks and expectations of the position):
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.
Minimum Qualifications (based on the job code):
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.
Qualifications (based on the needs of the position):
Hands-on experience with Ivanti ITSM / Ivanti Neurons for ITSM or ITAM, including familiarity with the Ivanti object model.
Comparable development/configuration experience with ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus.
Experience with project/package development, version management, environment promotion, and release practices for low-code platforms.
Strong SQL skills; experience with SQL Server Reporting Services (SSRS) is preferred.
Experience working in Agile/Scrum, CI/CD, or DevOps delivery models.
ITIL certification is preferred.
Additional competencies
Strong analytical, troubleshooting, and problem-solving skills.
Strong written and verbal communication and stakeholder coordination skills.
Ability to collaborate effectively with business users, PMs, BAs, QA, developers, vendors, and technical teams.
Ability to manage multiple priorities, document solutions clearly, and work independently within established delivery standards.
Other Information (various scheduling options, standard office hours, travel required, etc):
This is a remote position; the candidate is expected to collaborate with the team and participate in scheduled meetings and discussions.
Standard work hours are 8:00 AM - 5:00 PM.
The position may require coordination during major system releases, production deployments, outages, or other critical platform events.
Hands-on experience configuring, developing, or supporting an enterprise ITSM platform.
Ivanti ITSM / Ivanti Neurons
ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus (at least one of these platforms may be considered in lieu of Ivanti exp)
Agile/Scrum, CI/CD, or DevOps
JavaScript
SQL
REST APIs/JSON
Understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management.