Ivanti Service Management (ISM) Administrator

Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.

Join our Technology Team as an Ivanti Service Management (ISM) Administrator located in various offices.

We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiatives, adaptability, and innovation, we invite you to join our team.

This role can be based in various office locations, on a hybrid basis. This role reports to the Director of Helpdesk and Document Services.

Position Summary

The Ivanti Service Management (ISM) Administrator is responsible for the planning, design, management, maintenance, and support of the ISM system.

Key Responsibilities

• Configures and maintains the Ivanti platform, including ITSM and Discovery, objects, forms, fields, environments, upgrades, patches, etc.
• Manages systems infrastructure, software updates, and refreshes
• Implements and manages ITIL-based processes within Ivanti
• Supports the integration of Ivanti with other IT systems and tools to streamline workflows and improve service delivery
• Supports the definition, decisioning, and management of Ivanti security, user access, roles, and permissions
• Creates and manages workflows to help automate processes/remove manual processes
• Develops and generates reports to provide insight into operational Ivanti data and supports decision-making using SQL
• Collaborates with IT teams and business stakeholders to coordinate, plan for, design, build, test, deliver, support, and maintain Ivanti and/or Ivanti-integrated solutions
• Creates and maintains comprehensive documentation regarding Ivanti’s charter, objectives, strategies, requirements, configurations, designs, and standard operating procedures (SOP’s) as well as roadmaps and other forward-thinking documents
• Provides technical support and training to end-users and resolves issues related to Ivanti, ensuring minimal disruption to business operations
• Identifies opportunities for process improvements and system enhancements and makes recommendations to optimize the use of the Ivanti platform

Qualifications

Skills & Competencies

• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Strong customer service orientation
• Ability to work collaboratively in a team environment
• Adherence to all IT and quality assurance (QA) best practices

Education & Prior Experience

• 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 5 years of experience in IT service management, with a focus on administering Ivanti ISM or similar platforms
• Experience working in a project-based environment, establishing project plans, timelines, evaluating risk, reporting on project status, and ensuring seamless implementation of new features and services
• ITIL and Ivanti ITSM certification are highly desirable

Technology

• Proficiency with Windows-based software and Microsoft Word, Excel and Outlook required
• Proficiency in configuring and customizing the Ivanti platform, including experience with JavaScript, automation, SQL, APIs and systems integrations

GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.