About Us
Indigo Beam Consulting provides a common-sense approach to solving business problems through technology.
Born out of
Bluware
Inc. which has been in business for twenty-seven years, Indigo Beam was conceived as a full-service business consulting company that deeply cares about creating technology solutions that are in harmony with the environments in which they exist.
We believe that for a technology solution to be sustainable, it must be congruent with the business processes it serves, indigenously maintainable, and cognizant of the unique traits of the organization which it calls home.
Job Description
This is a remote position.
Location:
U.S (Remote)
Employment Type:
Short-term contract (1 month)
Overview
We are hiring an
Ivanti ITSM / Xtraction Reporting Analyst
to build a formal, auditable
KPI dashboard
for IT Service Desk operations. The dashboard will calculate and visualize
SLA metrics
including
First Contact Resolution (FCR), Mean Time to Resolution (MTTR), Backlog Aging, call metrics, and overall SLA compliance
—with all calculations tied directly to
Ivanti ITSM system-of-record data
and fully reproducible.
This role requires strong hands-on expertise in
Ivanti ITSM and Ivanti Xtraction
(data extraction, data model mapping/custom fields, calculated fields/filters, drill-down dashboards, role-based access) and the ability to validate results against raw ticket-level data.
General BI-only experience is not sufficient.
Requirements
Ivanti ITSM Expertise
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
Ivanti Xtraction Experience
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
Data & Query Skills
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
SLA & Analytical Experience
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