Ivanti Admin

IT Service Management Platform Administrator

Work Authorization: U.S. Citizenship required

Position Summary

We are looking for an experienced IT Service Management (ITSM) Platform Administrator to oversee and enhance an enterprise-wide service management solution supporting approximately 5,000 users globally. This position is responsible for the configuration, optimization, and ongoing support of a modern ITSM environment, with a strong focus on process maturity, automation, and operational excellence.

What You'll Do

• Own day-to-day administration and advanced configuration of an enterprise ITSM platform


• Support and optimize standard ITSM disciplines including Incident, Problem, Change, Request Management, and Configuration Management (CMDB)


• Design and maintain workflows, business logic, forms, and automated processes to improve service delivery


• Manage and evolve the service catalog, user-facing portal, and knowledge content


• Enable and support integrations with enterprise tools such as directory services, cloud productivity platforms, and monitoring systems


• Investigate and resolve platform-related issues, partnering with vendor support as needed


• Build operational reports, dashboards, and performance metrics to support IT leadership


• Ensure alignment with ITIL best practices and contribute to continuous process improvement initiatives


• Coordinate platform updates, enhancements, patches, and new feature rollouts


• Maintain detailed documentation including configurations, procedures, and standards

What We're Looking For

• 2-3+ years of hands-on experience administering Ivanti Neurons for ITSM (formerly HEAT)


• Prior experience working within an ITSM function (experience transitioning from another ITSM tool is acceptable)


• Background supporting mid-to-large enterprise environments (1,000-5,000+ users; international exposure a plus)


• Strong working knowledge of ITIL practices across the service lifecycle


• Demonstrated experience building workflows, automation, and forms within an ITSM platform


• Strong problem-solving and analytical capabilities


• Ability to communicate effectively with technical teams, business partners, and leadership