***Web cam Interview *** Very long term project; expect to go for 4+ years ***w2 or 1099 or c2c *** Remote***
Job Summary
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
- 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
- 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
- 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.
Skills:
- Hands-on experience configuring, developing, or supporting an enterprise ITSM platform. Required 2 Years
- Ivanti ITSM / Ivanti Neurons Highly desired 2 Years
- ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus (at least one of these platforms may be considered in lieu of Ivanti exp) Required 2 Years
- Agile/Scrum, CI/CD, or DevOps Required 2 Years
- REST APIs/JSON Required 2 Years
- Understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management. Required 2 Years
- JavaScript Required 2 Years
- SQL Required 2 Years
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