IT Service Management (ITSM) Expert (Ivanti)
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Key skills for this role
About the Role
The employer is seeking an ITSM Expert to design, govern, and improve IT service management processes using Ivanti platform. The role involves optimizing workflows, managing IT asset lifecycle, and ensuring alignment with ITIL 4.
Key Skills for This Role
Responsibilities
- Design, implement, and continuously improve ITSM processes aligned with the ITIL 4 framework
- Develop and optimize workflows, SLAs, OLAs, and KPIs to enhance service performance
- Lead service improvement initiatives to increase efficiency, quality, and user experience
- Oversee IT Asset Management lifecycle and CMDB integrity
- Ensure accurate configuration data and enterprise wide visibility of IT assets
- Strengthen control and compliance across IT service operations
- Design and maintain enterprise service catalog aligned with business needs
- Define and manage SLAs and OLAs with measurable service targets
- Monitor service performance and drive continuous improvement actions
- Lead integration of ITSM/ITAM platforms with enterprise systems via APIs
- Implement automation solutions to reduce manual processes and improve accuracy
- Support digital transformation and workflow optimization initiatives
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or related field
- 8+ years of experience in ITSM, ITAM, enterprise IT operations, or service management roles
- Strong background in managing IT service processes in large scale environments
- Strong knowledge of the ITIL 4 framework and service lifecycle management
- Hands on experience with enterprise ITSM platforms (Ivanti Service Manager or equivalent such as ServiceNow / BMC)
- Experience in CMDB, asset management, and configuration control
- Strong understanding of IT infrastructure: Windows Server, Active Directory, DNS, DHCP
- Knowledge of virtualization (Hyper V or similar environments)
- Familiarity with networking concepts (LAN/WAN, IP services)
- Experience in reporting and BI tools (SSRS, dashboards, analytics)
- API integration and automation experience
Full Job Posting
Job Summary
- Responsible for the design, governance, and continuous improvement of IT Service Management (ITSM) processes and platforms, ensuring full alignment with ITIL 4 best practices, enterprise standards, and operational excellence objectives.
- Plays a critical part in enhancing end to end IT service delivery by optimizing workflows, strengthening ITSM and ITAM capabilities, and ensuring the reliability, efficiency, and consistency of IT services across the organization.
Key Responsibilities
- Design, implement, and continuously improve ITSM processes aligned with the ITIL 4 framework
- Develop and optimize workflows, SLAs, OLAs, and KPIs to enhance service performance
- Lead service improvement initiatives to increase efficiency, quality, and user experience
- Oversee IT Asset Management lifecycle and CMDB integrity
- Ensure accurate configuration data and enterprise wide visibility of IT assets
- Strengthen control and compliance across IT service operations
- Design and maintain enterprise service catalog aligned with business needs
- Define and manage SLAs and OLAs with measurable service targets
- Monitor service performance and drive continuous improvement actions
- Lead integration of ITSM/ITAM platforms with enterprise systems via APIs
- Implement automation solutions to reduce manual processes and improve accuracy
- Support digital transformation and workflow optimization initiatives
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or related field
- 8+ years of experience in ITSM, ITAM, enterprise IT operations, or service management roles
- Strong background in managing IT service processes in large scale environments
- Strong knowledge of the ITIL 4 framework and service lifecycle management
- Hands on experience with enterprise ITSM platforms (Ivanti Service Manager or equivalent such as ServiceNow / BMC)
- Experience in CMDB, asset management, and configuration control
- Strong understanding of IT infrastructure: Windows Server, Active Directory, DNS, DHCP
- Knowledge of virtualization (Hyper V or similar environments)
- Familiarity with networking concepts (LAN/WAN, IP services)
- Experience in reporting and BI tools (SSRS, dashboards, analytics)
- API integration and automation experience
Preferred Certifications
- ITIL 4 Foundation or higher
- Ivanti ITSM / ITAM certifications (or equivalent platform certifications such as ServiceNow)
- Certifications in IT service management, automation, or cloud operations are a plus
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