IT Systems Engineer - Ivanti

Ivanti/ITSM Administrator Position Summary:

We are seeking an ITSM knowledgeable Ivanti admin to help us continue our journey of support operations transformation. In Q2 2023 Pivotree will launch Ivanti Neurons as our customer facing ticketing system as we transform our customer service enterprise.
You are well-organized and self-motivated, comfortable working in a fast-paced environment, with diverse world-wide remote teams. You will also be supporting both the continued implementation of Ivanti technologies as well as migrating remaining services from Atlassian Jira Service Desk and Confluence.
The position is open in India.



Roles & Responsibilities:

● Using your ITSM knowledge in an Ivanti Neurons ITSM system
○ Create new workflows and services visible on the customer portal
○ Experience implementing and building out Ivanti modules such as Product, Release, Security
○ Implement an internal Pivotree portfolio to extend the tool to internal Service Management activities
○ Build reports and dashboards for operational excellence
● Knowledgeable on the Atlassian toolset, specifically Jira, Jira Service Management, Confluence, Bamboo and OpsGenie
● Knowledgeable in automation platforms, specifically Workato to maintain existing workflows
● Use Ivanti Automation to improve the efficiency and usability of our ITSM system
● Participate in occasional tool upgrades including pre and post testing conducted in the evenings
● Develop, test, and deploy integrations between Ivanti solutions and other internal systems
● Facilitate integration with external ticketing systems using Workato
● Keep up-to-date with Ivanti products and administration best practices
● Promote adoption and best practice of Ivanti suite across the user community
● Administer Confluence and help guide and maintain the organization of data in Confluence and t’s migration to future Knowledge Management toolset
● Create and maintain technical documentation and user-guides including complex runbooks to ensure proper execution of work
● Train service desk agents and field questions on tool usage from internal staff and external clients
● Provide support for colleagues in using the tools mentioned
● Troubleshoot and debug access and performance problems
● Work with internal stakeholders to understand their requirements and design and implement solutions


KEY SKILLS & COMPETENCIES:

● 3+ years of experience with Ivanti Neurons administration (managing periodic system updates of the tool is a plus)
● Experience with the Atlassian Jira Service Management and Confluence tools
● Ivanti Certifications desired
● Excellent verbal and written communications skills
● Strong troubleshooting and problem solving skills
● Able to manage and prioritize multiple concurrent tasks


Other traits we look for:

● A professionally adaptable attitude
● A positive, people-oriented and energetic attitude
● An analytical, creative, and innovative approaches to solving problems
● An interest in working hard/being challenged in a fast-paced environment, and have fun while doing it