Ivanti Neurons Service Manager Implementation Specialist

We are seeking a highly skilled Ivanti Neurons Service Manager Implementation Specialist to lead the successful implementation of the Service Manager component. The ideal candidate will have a proven track record of implementing Ivanti Neurons Service Manager solutions. This role will be instrumental in ensuring a smooth transition to Ivanti Neurons and optimizing its capabilities to meet the unique needs of our IT environment.

Education:

• Bachelor’s Degree in Computer Science, Information Systems, or similar. Or equivalent work experience.

Experience:

• A minimum of 3 -5 years of programming/systems analysis experience with emphasis in applications and systems architectural design and development, database, and middleware technologies.

Complexity:

• Intermediate professional level role. Works on projects of moderate to high complexity within one or more development environments. Works on multiple programs/systems as a project team member. Considered a subject matter expert for a single program/system. May coach more junior technical staff.

Position Responsibilities:

The Consultant’s responsibilities include, but are not limited to, the following:

• Oversee the entire implementation process of Ivanti Neurons Service Manager, ensuring adherence to project timelines and budgets.
• Demonstrate expertise in implementing Ivanti Neurons Service Manager solutions within the financial services industry, understanding the specific requirements and challenges of this sector.
• Service Manager Configuration: Configure Ivanti Neurons Service Manager to align with our client's IT processes, policies, and best practices.
• Business Requirements Gathering: Collaborate with business partners to identify service request ideas, gather requirements, and prioritize implementation efforts.
• Technical Coordination: Work closely with development, DBA, core, networking, infrastructure, RPA, digital banking, and facilities teams to ensure seamless integration and optimization of Ivanti Neurons Service Manager.
• Create incident categories, define analyst teams, and establish effective incident workflows.
• Request Management: Develop request offering categories, verify request and incident workflows, and ensure proper email communication and SLA adherence.
• Implement security measures to restrict access to Ivanti Neurons Service Manager within the client's network and ensure compliance with industry regulations.
• Create user-facing documentation for common issues, analyst documentation for assigning and completing requests/incidents, and review existing documentation.
• Verify the effectiveness of problem management and incident linking processes.
• Ensure accurate asset linking when creating incidents.
• Enhance the user experience by creating forms for helpdesk agents, ensuring correct location imports, and addressing issues with active service request visibility and request completion notifications.

Preferred Abilities and Knowledge:

• Ability to exercise independent judgment.
• Knowledge of Lottery Systems Preferred.
• Working knowledge of data processing principles and terminology.
• Ability to organize and prioritize tasks.
• Ability to keep immediate supervisor informed of pertinent information relating to job responsibilities.
• Proven experience implementing Ivanti Neurons Service Manager solutions, with at least one successful implementation in a financial institution.
• Strong understanding of IT service management best practices and frameworks (ITIL, ITSM).
• Technical proficiency in Ivanti Neurons Service Manager, including configuration, customization, and integration with other IT systems.
• Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels.

Additional Preferred Qualifications:

• Experience implementing other Ivanti Neurons components (ITAM, Asset Management).
• Knowledge of financial services industry regulations and compliance requirements.
• Certification in Ivanti Neurons Service Manager or ITIL.