ITSM Subject Matter Expert

Description :

Job Title : ITSM Subject Matter Expert (Ivanti)

Job Description :

Name of the position : ITSM Subject Matter Expert

Location : Coimbatore/ Chennai/ Bengaluru

No. of resources needed : 01

Mode : Contract (3 Months possible extension)

Years of experience : 8+ Years

Shift : UK Shift

Overview :

We are looking for an experienced ITSM Subject Matter Expert with strong hands-on expertise in Ivanti ITSM (Service Manager, Asset Manager, Service Desk, or Neurons platform). The ideal candidate will drive IT service management process improvements, lead Ivanti implementations, and act as the primary consultant for ITSM initiatives.

Key Responsibilities :

- Lead the design, implementation, and optimization of ITSM processes (Incident, Problem, Change, CMDB, Asset, Request Fulfillment, Service Catalog).

- Provide SME-level support and configuration expertise in Ivanti ITSM / Ivanti Neurons.

- Develop and customize workflows, business rules, dashboards, forms, service catalog items, and automation within Ivanti.

- Work closely with IT teams to integrate Ivanti with other enterprise tools (AD, SCCM, monitoring tools, HR systems, etc.).

- Drive ITSM maturity assessments and recommend process improvements.

- Conduct root cause analysis for recurring incidents and propose preventive measures.

- Create and maintain documentation, SOPs, configuration guides, and knowledge articles.

- Train internal teams and end users on Ivanti features, best practices, and processes.

- Support major upgrades, patches, and platform enhancements.

- Ensure compliance with ITIL standards and enterprise governance frameworks.

Required Skills & Experience :

- 8+ years of total IT experience with strong focus on IT Service Management.

- 5+ years of hands-on experience with Ivanti ITSM / Ivanti Neurons (Service Manager or Asset Manager preferred).

- Strong understanding of ITIL V3/V4 processes.

- Experience configuring :

1. Incident/Problem/Change modules

2. CMDB and asset lifecycle

3. Service Catalog & Workflow automation

4. Request management

- Expertise in platform customization (UI forms, fields, business rules, triggers, dashboards).

- Experience integrating Ivanti with enterprise applications via APIs, web services or connectors.

- Strong analytical, troubleshooting, and documentation skills.

- Ability to lead workshops, consult stakeholders, and translate business needs into technical solutions.