IT Service Management (ITSM) Expert (Ivanti)

Job Summary

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
• Support IT governance frameworks, policies, and audit activities
• Ensure compliance with internal standards and IT service controls
• Conduct impact assessments for new systems and changes
• Develop operational and executive dashboards using SSRS or BI tools
• Provide insights on service performance, trends, and improvement areas
• Support data-driven decision-making for IT leadership

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