Service Manager Implementation Specialist

August 16

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Bridge Security Advisors LLC

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Description

• 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. • Configure Ivanti Neurons Service Manager to align with our client's IT processes, policies, and best practices. • Collaborate with business partners to identify service request ideas, gather requirements, and prioritize implementation efforts. • 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. • 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.

Requirements

• 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. • Ability to manage multiple projects simultaneously and meet deadlines.