Technical and Management Resources, Inc.

Information Systems Training Specialist

Job Locations US-DC
Posted Date 2 weeks ago(3/12/2018 11:22 AM)
Job ID
Security Clearance
Public Trust


Provide consulting expertise to direct customers and partners as well as work directly with the customer’s key personnel to understand the business requirements and offer best practice solutions based on industry and ITIL v3 best practice standards. The consultant will implement, migrate, and customize new software systems based on customer needs and requirements.


  • Serve as a key training resource to train new staff and providers on Ivanti Service Manager as needed
  • Ensure that training content is updated and accessible
  • Provide project management support for Ivanti Service Manager and other IT related training
  • Determine where workflow gaps exist by shadowing staff
  • Create best practice workflow documents
  • Train users on Best Practices to increase adoption of Best Practice standards
  • Identify and utilize super users to increase user training
  • Work with IT Service Desk to determine recurring training issues and help to reduce ticket volume by training users
  • Mentor IT Service Desk and assist with Tier II and Tier III Ivanti application issues
  • Assist with ongoing development, upgrading, implementation, testing, and customization of Ivanti Service Manager


  • Strong communication skills and ability to interact with management and all teams involved in the operational or development process.
  • Competency designing solutions based on user requirements, perform configuration changes into ISM to implement desired Service Desk capabilities
  • Strong understanding of the core IT modules on the platform (Incident Management, Change Management, Problem Management, Knowledge Management, and service catalog) and how to configure the modules based on user requirements
  • Familiarity with SQL database, Ivanti’s Migration process, and Ivanti’s Interactive Voice Response (IVR) application
  • Familiarity and working knowledge VISIO workflows and other Service Management applications (CA Service Management, BMC Remedy, BMC Footprints, ServiceNow, etc)
  • Demonstrated experience with Ivanti patching and or upgrades and usage of upgrade tools, building a development package, training users in LANDesk, HEAT or Ivanti applications, and extending the solution to include additional modules/features/functionality
  • Demonstrated experience with current systems analysis principles, methods, procedures, practices, tools, and techniques and project management principles
  • Customer service and detail oriented

Minimum Requirements:

  • BS degree in Information Systems, business systems, computing or related field; Combination of education, training and experience is required
  • 3 years of experience with LANDesk, HEAT or Ivanti applications
  • 3 years of experience training end users
  • Minimum of 2 years HEAT Service Management 2017.1.x consulting experience
  • ITIL v3 Foundations Certification
  • Ivanti Service Management 2017.1.x training completion and/or certifications

Company Description

Technical and Management Resources, Inc. is an Equal Opportunity Employer and does not discriminate with regard to race, color, religion, sex, age, national origin, disability, or Vietnam veteran status. This policy affirms TMR’s commitment to the principles of fair employment and the elimination of discriminatory practices. We encourage all employees to take advantage of opportunities for promotion as they occur.


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