Long Description

Job Summary

The ITSM expert/Analyst will implement and troubleshoot all ITSM portals. The successful candidate will require an aptitude for working with ITSM applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues. The ITSM analyst will work with the business in gathering their requirements on the workflows, process automation, and service enhancement. Individuals should know how to build reports and dashboard of IT performance.

Job Responsibilities

•    Design and Implement IT Service management solutions.
•    Design all IT processes in the IT portal.
•    Experience on building workflows and process automation
•    Receiving, logging and managing requests/issues relates to Ivanti ITSM
•    Maintaining request logs and workflow details in an Asset Database and track changes.
•    Employee Profile Management + LDAP integration,
•    Experience in building reports and dashboards
•    Configure/Modify Search, which can in turn help to run reports from the ivanti portal itself
•    Configure/Modify dashboard.
•    Ivanti Xtraction for Creating/Modifying/Scheduling reports
•    Service Catalog maintenance and update
•    SR Creation/Modification (includes field & workflows)
•    Approval Management, trigger email, approve on behalf
•    Email Notification Modification
•    Service-Category-SubCategory creation/modification, setting up service owner
•    Role Creation/Modification and manage role/object permission.
•    Voice Agent creation/modification, ivanti Voice Server and Recording management
•    Employee team Management – Creation/Modification of Support Group
•    P1/P2 ticket Announcement + IVR Announcement
•    Configure Alerts on the systems required to have proactive maintenance and solutions
•    Ivanti Self Service Mobile Portal Management of Widgets
•    Survey reports and updates
•    Server/Mailbox Configuration/Integration
•    Ivanti SR Software Installation via Ivanti Automation
•    ISM to EPM Integration
•    Provide stats for the weekly Service Desk report on call trends.
•    Publishing support documentation to assist staff with requests for information & provide staff training if required

Candidate Requirements

Education:
•    Degree educated or qualified by experience
•    ITILv3 certified desirable
Experience:
•    Minimum 2 years’ experience in a similar role
Skills & Attributes:
•    Experienced in presenting to all levels
•    Ability to prioritize own work to support business priorities
•    Ability to work autonomously and manage conflicting priorities.
•    Experienced in automation and processes optimization.
•    Good understanding of IT catalogs designing.
•    Experience of working within SLA and ITIL defined businesses preferred

Education