Citizant · 2 months ago
IT Service Desk Ticketing System Administrator (Onsite: Glynco, GA. - REF1882B)
1131 Chapel Crossing Rd, Brunswick, GA 31525, USA
Full-time
Onsite
Mid, Senior Level
$95K/yr - $95K/yrCitizant is a leading provider of professional IT services to the U.S. government. The IT Service Desk Ticketing System Administrator is responsible for the configuration, administration, and optimization of the enterprise IT Service Desk management platform, ensuring reliable and efficient operation of all Service Desk-related systems.
Data IntegrationEnterprise ApplicationsEnterprise SoftwareInformation TechnologyProject Management
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
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
Benefits
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
Company
Citizant
Citizant provides business transformation and information sharing solutions to the federal government.
Founded in 1999
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2012-12-01Private Equity
Leadership Team
Alba M. Alemán
Chief Executive Officer
Dave Romola, CDFM, PMP
President/Chief Operating Officer
Recent News
2025-08-08
Cyprus Mail
2025-07-23
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