Description
Role: To provide System Administration and Development Services for a recently implemented Cherwell IT Service Management System operating across a large established complex client environment which will also include the incorporation of a number of new National Service Programmes that are scheduled for delivery in the coming months
Key Responsibilities include:-
- Site and workflow creation, user training, user/role/group provisioning and maintenance (ie, Sandbox, Dev, Test, Production), backup, restore, issue resolution and managing system configuration.
- Performing quality assurance (QA) testing and facilitate user acceptance testing (UAT).
- Configuration/Customisation of the Cherwell system including workflows
- Uses Scripting tools and Cherwell functionality, create script to automate routine tasks being done in previous Service Management toolsets (Service Manager 9, HP Openview, SharePoint)
- Receives specifications through approved routes and delivers a product/release that meets the needs presented. Creates Requirements Definitions, and Technical Specifications Documentation
- Articulates technical concepts using easily understandable business language
- Load, manipulate and maintain data between Cherwell and other systems
- Researches and Deploys new releases and/or enhancements into the Cherwell live environment
- Performs System and Integration testing using sample data with the respective Support or Programme team
- Works directly with IT Management and Governance functions to align Cherwell with IT organizational strategy
- Maintains and support Cherwell operational functions
- Provide expert assistance and guidance for the development of optimized workflows and functionality within the Cherwell System
- Develop and maintain effective working relationships with all key stakeholders
- Ensure the Cherwell System is optimally configured to maximize performance capabilities
- Develop and Align Systems Configurations etc. to provide and support for a suite of Reporting capabilities
Key Skills and Experience required:
- Expert Knowledge of ITIL Implementations
- Experienced Service Management toolset professional with a broad background at an operational level.
- Exposure and experience across the full range of the Cherwell toolset capabilities
- Experience of working within a well disciplined approach and environment
- Proven influential skills with an excellent customer focus
- Ability to form close and effective working relationships with customers, technical teams, sub-contractors and suppliers
- Excellent verbal and written communications skills
- Ability to work effectively under pressure
- Ability to recognise and manage to business priorities.
- A tenacious problem solver with hands on leadership style and the ability to co-ordinate and motivate others
- A self-motivated team player with excellent interpersonal skills, who is also confident to work under their own initiative
- Passionate about quality and success
- Experience of Business Analysis and Project Management Processes are desirable
Other specifications:
- ITIL v3 Foundation minimum with associated experience of utilising ITIL in real situations (Practitioner/Expert Level desirable)
- Knowledge of other ITSM toolsets and associated information stores will be advantageous, especially Service Manager 9, HP Openview and SharePoint