Senior Technical Consultant - ITSM

Role Summary

The Senior Technical Consultant will lead configuration and implementation of Ivanti ITSM improvements to stabilize service operations ahead of EPIC. This role owns the technical build across incident and service request workflows, intake standards, routing/assignment, approvals, notifications, reporting, and release to production. consultant partners closely with process leads, SMEs, and the project manager to deliver tested, documented, and adopted changes within the implementation window.

Key Responsibilities

• Lead Ivanti ITSM configuration for Incident and Service Request processes including forms/fields, validation rules, categorization, SLAs, assignment, routing, and queue management.
• Configure and optimize Service Request templates and catalog items (up to agreed scope), including reducing wrong selection patterns and improving request intake quality.
• Implement approval workflow configurations while preserving required Manager and IT approval controls for access and expenditure-related requests.
• Configure notifications and status visibility to improve requester experience and reduce rework and follow-ups.
• Build operational dashboards and reports (as feasible within Ivanti) to track backlog, aging, SLA performance, reassignments, and repeat drivers.
• Implement and support an RCA process enablement approach, including fields/workflow support for capturing root cause data and tracking repeat issues.
• Support integrations and data extracts required for reporting and operational baselines (coordinate with client tool owners as needed).
• Own technical testing activities including unit testing, system testing, regression testing, and UAT support; manage defect triage and fixes.
• Manage configuration promotion across environments (dev/test/prod), coordinate release notes, deployment checklists, and change windows.
• Produce configuration documentation, admin guides, and operational runbooks, support training and knowledge transfer to client admins and operations teams.
• Provide go-live and hypercare support, tuning routing, notifications, and reporting based on early-life feedback.

Required Skills and Experience

• 8+ years in ITSM/IT operations tooling with 3+ years hands-on in Ivanti ITSM (Ivanti Neurons for ITSM and Ivanti Service Manager).
• Strong Ivanti configuration experience across workflows, forms, approvals, SLAs, routing/assignment logic, and reporting.
• Practical understanding of ITIL processes including Incident, Request Fulfillment, Knowledge, and basic Problem/RCA concepts.
• Experience leading build, testing, UAT support, and production releases in enterprise environments.
• Ability to translate process design into configuration and deliver incrementally in an agile delivery model.
• Strong stakeholder communication skills and comfort working with service desk, infrastructure, network, and security teams.

Preferred Qualifications

• Experience in healthcare IT environments (or similarly regulated industries).
• Experience supporting large enterprise programs with major go-lives (e.g., EPIC readiness or comparable).
• Familiarity with CMDB concepts and operational reporting/analytics.
• Ivanti certifications (Ivanti Neurons/ISM) or ITIL certification