Ivanti ITSM Administrator/Developer

Company Description

Aguna Solutions is an IT services company based in Noida, passionate about the transformative power of technology. They provide services for Robotics Process Automation, Product Development, Custom development, Cyber/Information Security, Cloud, Consulting, Implementation, and Support, and Business Intelligence.

Role Description

The Ivanti ITSM Administrator/Developer is the Subject Matter Expert (SME) responsible for the day-to-day administration, configuration, development, and maintenance of the organization's 
Ivanti Neurons for ITSM

platform. This role ensures the platform is optimized to support ITIL processes, automate workflows, and deliver a high-quality service experience across the enterprise.

Key Responsibilities

Platform Administration & Maintenance

• System Administration:

Manage user roles, security access, groups, and permissions within the Ivanti platform.
- Upgrades & Patches:

Plan, test, and execute platform upgrades, patches, and hotfixes to maintain security and performance.
- Performance Monitoring:

Monitor system health, performance, and log files, troubleshooting and resolving complex platform issues.
- Data Management:

Maintain data integrity, manage imports/exports, and ensure the accuracy of the 
Configuration Management Database (CMDB)

within Ivanti.

Development & Configuration

• Workflow Automation:

Design, configure, and implement custom 
business rules, workflows, forms, and validation rules

across core ITIL processes (Incident, Request Fulfilment, Change, Problem, Knowledge, and Asset Management).
- Customization:

Develop and maintain 
Service Catalogue

request offerings, Quick Actions, Templates, and role-based Dashboards using Ivanti's low-code/no-code capabilities.
- Scripting:

Utilize 
JavaScript, PowerShell, or Groovy Script

(where applicable) to create advanced automations, custom functions, and integrations.
- Reporting:

Build and maintain custom reports, saved searches, and metrics to track Service Level Agreements (SLAs) and provide actionable insights to management.

Integration & Support

• Integrations:

Implement and manage integrations with other enterprise tools (e.g., monitoring, Active Directory, Asset Management, HR) using Ivanti's 
Integration Framework

or web services (REST/SOAP APIs).
- User Support:

Provide Tier 3 support for Ivanti platform issues, assisting end-users and IT staff with advanced configuration and usability questions.
- Documentation:

Create and maintain technical documentation, SOPs, and system configuration guides for the platform.

Required Qualifications

• Experience:

[3-5+] years of hands-on experience administering, developing, or implementing 
Ivanti Neurons for ITSM

(or Ivanti Service Manager/HEAT).
- ITIL Knowledge:

Strong understanding of 
ITIL v4

principles and experience applying them to ITSM tool configuration.
- Technical Proficiency:
- Expertise in Ivanti's core configuration components (Business Objects, Forms, Workflows, Templates, Quick Actions).
- Proficiency in 
SQL

(or similar database language) for data retrieval, reporting, and troubleshooting.
- Experience with 
JavaScript

for scripting and customization within the platform.
- Certifications (Preferred):
- Ivanti Neurons for ITSM Administrator

or 
Developer Certification

.
- ITIL Foundation Certification

(v4 preferred).

Desired Skills & Attributes

• Familiarity with Ivanti Neurons features like 
  Automated Bots

and 
IT Asset Management (ITAM)

integration.
- Experience with 
Enterprise Service Management (ESM)

extension into other business units (HR, Facilities).
- Excellent communication and ability to work with process owners to translate business requirements into technical solutions.
- Strong analytical, problem-solving, and time management skills.