ITSM Engineer
Matthews International
full-time
Posted on:
Location Type: Office
Location: Pittsburgh • Pennsylvania • United States
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About the role
- 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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Cherwell ITSMPowerBISQLprocess mappingworkflow automationITILincident managementchange managementproblem managementservice improvement
Soft Skills
analytical skillsproblem-solvingpresentation skillsproject managementplanning skillsinterpersonal skillscommunication skillscollaborative relationshipsattention to detailself-motivated
Certifications
Bachelor’s Degree in Information TechnologyMBAMaster’s degree