IT Service Desk Ticketing System Administrator

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values : Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Job Description

Position Summary :

The IT Service Desk Ticketing System Administrator is responsible for the configuration, administration, and optimization of the enterprise IT Service Desk management platform. This role ensures reliable and efficient operation of all Service Desk-related systems, including Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager.

The ideal candidate will combine technical expertise in IT service management tools with a strong understanding of database architecture, data integrity, and ITIL-aligned service workflows. This position plays a key role in maintaining system performance, data accuracy, and user experience for enterprise-wide Service Desk operations.

Primary 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.

Qualifications

Required Qualifications

Preferred Qualifications

Education :

Clearance Requirement :

Salary Range :

Citizant offers a competitive benefits package, including :

Additional Information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.