ITSM Engineer

Role Overview

• Administers and maintains the Cherwell ITSM platform (or subsequent platforms), including configuring and customizing the system as needed.
• Configures automation functionality, scheduled tasks, and end user configuration.
• Collaborates with the IT team to ensure the smooth operation and optimal performance of the ITSM platform.
• Provides support to end users on their usage of the ITSM platform.
• Provides vision and oversight for Enterprise Service Management platform, including development roadmap, specification of requirements, business process workflow mapping, systems integration, and ongoing management, in addition to modifications and enhancements.
• Troubleshoots and resolves issues that arise with the ITSM system.
• Utilizes PowerBI and SQL to create reports and analyze data from the ITSM platform.
• Designs and optimizes modern ITSM processes with a focus on efficiency and automation and manages appropriate review and approval of process changes with supporting documentation.
• Owns the implementation, development, and maintenance of ITSM processes required to support the IT organization.
• Partners with functional managers to ensure departmental stakeholders are trained in ITSM concepts and practices.
• Develops and digitizes new processes to streamline business operations and identifies and corrects process deficiencies with the goal of maturing IT services.
• Works with internal customers and suppliers to resolve issues, mitigate risks and realize opportunities.
• Additional duties as assigned.

Requirements

• Bachelor’s Degree in Information Technology or related field
• Advanced degree (MBA, Master’s) preferred
• 3+ years of previous experience with Cherwell and other ITSM tools, defining and implementing configurations, and design workflow automations; or equivalent combination of education and experience
• Occasional travel either locally, nationally, and/or internationally may be required.
• Solid understanding and demonstrable experience within PowerBI and SQL.
• Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement.
• Experience with IT infrastructure and applications, including cloud-based technologies, network and security protocols, and database systems.
• Significant experience in process mapping and analysis with the ability to recognize trends and determine potential underlying causes.
• Ability to dissect Process or Configuration into component parts, understand value streams and re-engineer in an optimal state.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines and reporting.

Tech Stack

• Cloud
• ITSM
• SQL

Benefits

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.
• Reasonable accommodations may be made to enable individuals to perform the essential functions.