Freelance ITSM & ITAM Consultant

Roles and Responsibilities from Project Management, System Architecture, Design, Development, Consulting (technical & functional)

Extensive Experience: I have extensive experience with enterprise software systems, including but not limited to:

• Ivanti Neurons for ITSM/ITAM
• Ivanti Service Manager
• Ivanti Asset Manager
• Ivanti Service Desk (LANDesk)
• HEAT ITSM
• Ivanti Endpoint Manager
• Ivanti Security Controls

Professional Summary: I am a Managing Business Consultant with over 20 years of experience, possessing extensive subject matter expertise in IT Services Management (ITSM), ITIL methods, processes, strategic technology infrastructure planning, and developing cost-effective solutions to meet customer business requirements.

Certifications:

• Certified Ivanti Service Manager Administrator
• Ivanti Service Manager Consultant
• Ivanti Service Manager Expert certified
• Ivanti ITAM Administrator
• ServiceNow Administrator
• Professional Scrum Master

Technical Skills:

• Strong knowledge and experience with various ITSM tools, including Frontrange Heat, Ivanti Service Desk (LANDesk), Ivanti Service Manager, and ServiceNow.
• Specialties include IT infrastructure support, ITIL process expertise, ITSM tool administration (Ivanti ServiceDesk, Ivanti Service Manager, ServiceNow), process implementation, and training.

Key Achievements:

• Designed and configured ITSM dashboards and reporting, knowledge management, incident management, self-service, service catalog, surveys, workflow automation, change management, CMDB, configuration management, problem management, service level management, availability management, event management, financial management, portfolio & project management, release management, onboarding, offboarding, disaster recovery, integrations, REST API, web services, migrations, etc.
• Designed and configured ITAM processes including asset management, purchase orders, invoices, asset scanning, procurement workflows, service catalog, CMDB, license management, maintenance, repair, and disposal processes.
• Extensive experience in filling out RFPs, preparing technical SOW documents, conducting tool demos for clients, gathering client requirements, preparing business requirement documents, and creating project plans using waterfall or Agile methodologies.
• Rich knowledge in preparing architecture designs, installing Ivanti Service Manager, setting up servers, databases, applications, and UAT and staging environments.
• Strong experience in migrating from third-party tools to Ivanti Service Manager and setting up multitenant platforms for managed services, as well as establishing NOC and SOC platforms.
• Strong experience in configuring ITSM and ITAM lifecycle processes.

Team Management:

• Good knowledge in team management, preparing user stories, and mentoring teams.
• Configured incident, service catalog, change, problem, release, and service level management processes, along with ITAM processes from procurement to disposal modules.
• Configured non-IT processes based on client requirements.

Integration Skills:

• Strong knowledge in integrating with third-party tools such as HRMS systems, CRM, Jira, Teams, and SAP systems.
• Extensive experience in configuring API and webhook integrations, email services, Active Directory, and SSO.
• Configured Business Objects, form designs, layouts, picklists, business rules, quick actions, request offerings, and handled administration tasks (teams, roles, groups, permissions).
• Configured validation constraints and mobile app layout designs.
• Good experience in integrating endpoint management with Ivanti Service Manager.
• Configured dashboards and custom report designs in Crystal Reports and SSRS.

Training and Testing:

• Performed functionality testing as per business requirements at the time of project roll-out.
• Conducted end-user training and handover.