Key skills
Leadership
About this role
IT Service Management Platform Administrator
Work Authorization: U.S. Citizenship required
Position Summary
We are looking for an experienced IT Service Management (ITSM) Platform Administrator to oversee and enhance an enterprise-wide service management solution supporting approximately 5,000 users globally. This position is responsible for the configuration, optimization, and ongoing support of a modern ITSM environment, with a strong focus on process maturity, automation, and operational excellence.
What You'll Do
- Own day-to-day administration and advanced configuration of an enterprise ITSM platform
- Support and optimize standard ITSM disciplines including Incident, Problem, Change, Request Management, and Configuration Management (CMDB)
- Design and maintain workflows, business logic, forms, and automated processes to improve service delivery
- Manage and evolve the service catalog, user-facing portal, and knowledge content
- Enable and support integrations with enterprise tools such as directory services, cloud productivity platforms, and monitoring systems
- Investigate and resolve platform-related issues, partnering with vendor support as needed
- Build operational reports, dashboards, and performance metrics to support IT leadership
- Ensure alignment with ITIL best practices and contribute to continuous process improvement initiatives
- Coordinate platform updates, enhancements, patches, and new feature rollouts
- Maintain detailed documentation including configurations, procedures, and standards
What We're Looking For
- 2-3+ years of hands-on experience administering Ivanti Neurons for ITSM (formerly HEAT)
- Prior experience working within an ITSM function (experience transitioning from another ITSM tool is acceptable)
- Background supporting mid-to-large enterprise environments (1,000-5,000+ users; international exposure a plus)
- Strong working knowledge of ITIL practices across the service lifecycle
- Demonstrated experience building workflows, automation, and forms within an ITSM platform
- Strong problem-solving and analytical capabilities
- Ability to communicate effectively with technical teams, business partners, and leadership
Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit .
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.