ITSM Platform Administrator

ITSM Platform Administrator 
Fulltime, Permanent 
Hybrid/ Lewisville, TX 

POSITION SUMMARY:  

The ITSM Platform Administrator is responsible for the configuration, optimization, governance, and ongoing administration of client’s Ivanti Service Management platform, including ITSM, ITAM, and Neurons modules. This role ensures the platform effectively supports enterprise ITIL-based processes—Incident, Problem, Change, and Service Request Management—while driving automation, data integrity, system integrations, and continuous improvement. Additionally, this role will work with service-oriented agentic AI solutions to further enhance end-user experience and redefine how end-user support is provided. 

The Administrator partners closely with IT Operations, Infrastructure, Service Desk, and business stakeholders to design, build, test, and maintain scalable solutions that enhance service delivery and operational visibility. This role owns workflow development, security and access management, reporting and analytics enablement, and technical documentation, while serving as a key liaison with Ivanti and third-party partners. 

Operating in a maturing ITSM environment, this position combines platform expertise, process alignment, and analytical insight to improve efficiency, reduce manual work, and strengthen enterprise reporting capabilities. The role ensures the Ivanti platform remains stable, secure, and strategically aligned with client’s evolving operational roadmap. 

ESSENTIAL DUTIES: 

• Configure and maintain the Ivanti platform, including the ITSM and ITAM modules, Neurons, Ivanti objects, forms, fields, environments, upgrades, patches, etc. to meet  organizational needs. 

• Implement and manage ITIL-based processes within Ivanti, including Incident Management, Problem Management, Change Management, and Service Request Management. 

• Identify and implement automation solutions to improve user experience 

• Support the integration of Ivanti with other IT systems and tools to streamline workflows and improve service delivery. 

• Support the definition, decisioning, and management of Ivanti security, user access, roles, and permissions. 

• Create and manage workflows to help automate process / remove manual processes. 

• Develop and generate reports to provide insights into operational Ivanti data and support decision-making. 

• Assist in the delivery of Ivanti data to non-Ivanti assets (e.g., data warehouses, other applications, etc.) to support enterprise reporting and analytics needs. 

• Collaborate with IT teams and business stakeholders to coordinate, plan for build, test, deliver, support, and maintain Ivanti and/or Ivanti-integrated solutions. 

• Create and maintain comprehensive documentation regarding Ivanti’s charter, objectives, strategies, requirements, configurations and designs, standard operating procedures (SOP’s) as well as roadmap and other forward-thinking documents. 

• Provide technical support to end-users and resolve issues related to Ivanti, ensuring minimal disruption to business operations. 

• Provide training and guidance to IT teammates and end-users on the SOP’s of Ivanti. 

• Identify opportunities for process improvements and system enhancements and make recommendations to optimize the use of the Ivanti platform. 

• Implement solutions with the end-user in mind. User experience focus is critical. 

• Manage the relationships wIvanti and/or Ivanti partners. 

• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES: 

• Proficiency in configuring and customizing the Ivanti platform, including experience with JavaScript, Java expressions, etc. and automation are highly desirable. 

• Knowledge of SQL, APIs, and system integrations is a plus. 

• Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions. 

• Excellent verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences. 

• Strong customer service orientation, with a commitment to providing high-quality support to end-users. 

• Ability to work collaboratively in a team environment and build positive working relationships with colleagues and stakeholders.

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS: 

• Bachelor’s degree in information technology, computer science, or a related field or a combination of education and experience that meets our requirements. 

• Minimum of 3 years of experience in IT service management, with a focus on administering Ivanti ITSM or similar platforms. 

• Advanced ITIL certifications and Ivanti ITSM certification are highly desirable. 

• Experience with Moveworks (or similar Agentic AI/Automation solution) is highly desirable. 

 
CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS (If needed): 

• ITIL 4 Foundations required 

• Advanced ITIL and ITSM certifications are highly desirable  

 PHYSICAL REQUIREMENTS: 

Position requires little to moderate physical activity. Handling of average weight objects up to 15 pounds; occasional standing or walking; frequently at a keyboard, workstation, or desk. 

WORK ENVIRONMENT: 

Work is typically in a normal office administrative environment involving minimal exposure to physical risks.