Job Description

Position Summary:

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.

Primary 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.

Qualifications

Required Qualifications

• Certification or equivalent verifiable experience in the administration and management of Ivanti IT Service Desk system or similar enterprise ticketing systems.
• Extensive experience designing and administering databases, including data schema and relationship modeling that ensures referential integrity.
• Hands-on experience with Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager (required).
• Strong understanding of ITIL-based service management processes (incident, change, problem, and asset management).
• Ability to develop custom dashboards, forms, workflows, and reporting functions within a Service Management platform.
• Excellent analytical, documentation, and troubleshooting skills.
• U.S. Citizenship required and ability to obtain or maintain a DHS Public Trust clearance (Secret preferred).

Preferred Qualifications

• Ivanti Certified Administrator or equivalent vendor certification.
• Experience with SQL-based data analysis, report generation, or business intelligence tools.
• Knowledge of API integrations, automation scripting, or system customization within ITSM platforms.
• Prior experience supporting IT Service Desk systems in a federal or large enterprise environment.
• Familiarity with change control, asset lifecycle management, and configuration management database (CMDB) concepts.

Education:

• Bachelor's degree in a related field.

Clearance Requirement:

• U.S. Citizenship is required to be considered
• Active Public Trust or have the ability to obtain one.

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Salary Range:

• The expected pay range for this position is up to $80,000 yearly.
• The exact pay rate will vary based on skills, experience, and location.

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program

Additional Information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.