Note: The job is a remote job and is open to candidates in USA. Indigo Beam Consulting is seeking an Ivanti ITSM / Xtraction Reporting Analyst to build a formal, auditable KPI dashboard for IT Service Desk operations. The role requires strong expertise in Ivanti ITSM and Ivanti Xtraction to calculate and visualize SLA metrics, ensuring all calculations are reproducible and tied to the system-of-record data.
Responsibilities
• Build a formal, auditable KPI dashboard for IT Service Desk operations
• Calculate and visualize SLA metrics including First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Backlog Aging, call metrics, and overall SLA compliance
• Validate results against raw ticket-level data
• Identify and extract required raw ticket-level fields for SLA reporting
• Develop reports using the Ivanti Xtraction tool
• Map and customize the Xtraction data model, including handling custom fields
• Build dashboards, reports, trend charts, filters, and drill-down views in Xtraction
• Implement role-based access and security controls within Xtraction
• Retrieve and filter data using SQL or query logic
• Build calculated fields and complex filters
• Perform business-hour calculations and time-based logic within reporting tools
• Translate written KPI definitions into accurate, reproducible report logic
• Validate dashboard results against raw data extracts
Skills
• 5+ years of work experience
• Strong hands-on expertise in Ivanti ITSM and Ivanti Xtraction
• Strong understanding of the Ivanti ITSM data model (Incidents, Service Requests, status history, priorities, assignment groups, custom fields)
• Ability to identify and extract required raw ticket-level fields for SLA reporting
• Experience working with ticket lifecycle data, including Created, Resolved, and status change timestamps
• Hands-on experience using the Ivanti Xtraction tool to develop reports
• Ability to map and customize the Xtraction data model, including handling custom fields
• Experience building dashboards, reports, trend charts, filters, and drill-down views in Xtraction
• Experience implementing role-based access and security controls within Xtraction
• Strong understanding of SQL or query logic used to retrieve and filter data
• Experience building calculated fields and complex filters
• Ability to perform business-hour calculations and time-based logic within reporting tools
• Clear understanding of Service Desk KPIs such as FCR, MTTR, backlog aging, and aggregated compliance rates
• Ability to translate written KPI definitions into accurate, reproducible report logic
• Experience validating dashboard results against raw data extracts
Company Overview
• Indigo Beam Consulting represents a common sense approach to solving business problems through technology. It was founded in 2012, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is https://indigobeam.com.
Company H1B Sponsorship
• Indigo Beam Consulting has a track record of offering H1B sponsorships, with 6 in 2025, 3 in 2024, 8 in 2023, 5 in 2022, 1 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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