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DMI · 22 hours ago

IT Service Desk Ticketing System Administrator

United States

Full-time

Remote

Senior Level

5+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking an experienced IT Service Desk Ticketing System Administrator to support, configure, and optimize the enterprise ITSM environment used by the Federal Law Enforcement Training Centers (FLETC). The role involves administering the ITSM system, managing configurations and workflows, and ensuring optimal performance in a remote environment.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

Joanna Leonowicz

Responsibilities

Administer, configure, and maintain the FLETC IT Service Management (ITSM) system to ensure optimal performance and alignment with organizational workflows

Manage system configurations, ticketing workflows, forms, dashboards, automations, and integrations

Support Ivanti Service Manager, Ivanti Voice, Ivanti Asset Manager, and Ivanti Change Management, including updates, customizations, and module enhancements

Develop and maintain database schemas, ensuring referential integrity and consistent data quality throughout the ITSM system

Perform system testing, troubleshooting, and root-cause analysis for ITSM-related issues affecting the service desk and enterprise users

Collaborate with cross-functional teams to translate business requirements into system configurations and improvements

Maintain documentation for system architecture, configuration changes, standard operating procedures, and user guides

Support reporting requirements through dashboards, analytics, and custom report development

Ensure compliance with FLETC standards, federal security requirements, and IT governance policies

Qualification

Ivanti Service ManagerIvanti VoiceIvanti Asset ManagerIvanti Change ManagementDatabase designSchema developmentReferential integrityStructured data managementTicketing workflowsSystem administrationRoot-cause analysisCollaborationDocumentation

Required

5+ years of Systems Administration hands-on experience

Certified OR equivalent verifiable experience in administering FLETC's ITSM system

Strong DB design, schema development, referential integrity, and structured data management

Specialist-level role managing Ivanti workflows, integrations, reporting, and schema

Extensive expertise with Ivanti products, including: Ivanti Service Manager (ISM), Ivanti Voice, Ivanti Asset Manager, Ivanti Change Management

Experience supporting ticketing workflows, service catalogs, configuration items (CIs), and automation rules

Ability to analyze system logs, database relationships, and reporting structures

Successful completion of a Public Trust background investigation and/or a Public Trust clearance

Must be a U.S. Citizen

Benefits

Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.

Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.

Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.

Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.

Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees