IT Service Desk Ticketing System Administrator (Onsite: Artesia, NM. - REF1883T)
About The Position
The IT Service Desk Ticketing System Administrator is responsible for the configuration, administration, and optimization of the enterprise IT Service Desk management platform. This role ensures reliable and efficient operation of all Service Desk-related systems, including Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager. The ideal candidate will combine technical expertise in IT service management tools with a strong understanding of database architecture, data integrity, and ITIL-aligned service workflows. This position plays a key role in maintaining system performance, data accuracy, and user experience for enterprise-wide Service Desk operations.
Responsibilities
- Administer, configure, and maintain the Ivanti Service Manager platform to support incident, problem, change, and asset management workflows.
- Manage Ivanti Voice Server, Asset Manager, and Change Manager components to ensure seamless Service Desk operations.
- Design, maintain, and optimize data schemas and database structures within the ticketing system to ensure consistency and referential integrity.
- Develop and implement dashboards, reports, and analytics to support operational visibility, performance tracking, and SLA management.
- Customize and enhance ticketing workflows, forms, and automations to align with evolving business and ITIL process requirements.
- Collaborate with Service Desk Leads, Network and Systems Engineers, and management teams to integrate service management tools with other enterprise platforms.
- Manage user accounts, permissions, and security controls to maintain compliance with DHS and organizational policies.
- Troubleshoot system and data issues, performing root cause analysis and implementing corrective actions.
- Coordinate upgrades, patches, and version migrations with minimal disruption to operations.
- Create and maintain documentation for system configurations, data structures, workflows, and administrative procedures.
- Provide user support and training for Service Desk staff and system stakeholders.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
Education Level
No Education Listed
Number of Employees
101-250 employees
