Lead Consultant - Ivanti / IT Connect %26 Extraction ITSM System Administrator

Inviting applications for the role of Lead Consultant - Ivanti / IT Connect & Extraction ITSM System Administrator

We are seeking a highly skilled ITSM System Administrator with expertise in Ivanti Service Manager (ISM) and related IT support platforms. This role will focus on designing and optimizing workflows, improving taxonomy and assignment groups, assisting with dashboard and report creation, and enhancing data accuracy within analytics tools to support our IT support systems. The ideal candidate will have a strong background in IT Service Management processes and a passion for continuous improvement.

Responsibilities

• System Administration & Configuration: Manage and maintain Ivanti ISM and related ITSM platforms (IT Connect, Extraction). Configure and optimize workflows, business rules, and automation to improve efficiency. Ensure proper integration with other IT systems and tools.

• Process & Taxonomy Improvement: Develop and refine taxonomy for services, categories, and assignment groups. Collaborate with IT support teams to ensure accurate routing and escalation processes.

• Data Quality, Analytics & Reporting: Monitor and improve data accuracy in ITSM systems and reporting tools. Assist in the creation of dashboards and reports to provide actionable insights. Work with analytics teams to ensure dashboards and KPIs reflect reliable data. Identify trends and recommend improvements based on data insights.

• Continuous Improvement & Documentation: Maintain system documentation, including workflows, configurations, and processes. Stay current with Ivanti best practices and new features to enhance system capabilities.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor's degree in IT, Computer Science, or related field.

• Excellent analytical and reporting skills using Excel, Power BI, or similar tools.

• Strong communication and interpersonal skills.

• Ability to work independently and manage multiple priorities.

• Proven experience administering Ivanti Service Manager, ServiceNow, or similar ITSM platforms.

• Strong understanding of ITIL processes (Incident, Problem, Change, Request).

• Experience creating and optimizing workflows, business rules, and automation.

• Familiarity with data analytics tools, dashboard creation, and reporting best practices.

• Excellent problem-solving and communication skills.

Preferred Qualifications/ Skills

• Ivanti certifications or equivalent ITSM tool certifications.

• Experience with integration tools and APIs for ITSM platforms.

• Knowledge of taxonomy design and service catalog management.

• Detail-oriented with a focus on data accuracy.

• Ability to work collaboratively across IT teams.

• Strong documentation and organizational skills.