ITSM Engineer

Matthews International•Pittsburgh, PA

18h

About The Position

The ITSM Engineer is responsible for the administration, maintenance, and support of the ITSM platform, including configuring and customizing the system as needed. This role will provide oversight for the Enterprise Service Management platform while developing and maintaining metric-driven processes that focus on efficiency and continuous improvement.

Requirements

Bachelor’s Degree in Information Technology or related field
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.

Nice To Haves

Advanced degree (MBA, Master’s) preferred

Responsibilities

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.