ITSM Cherwell Process Integrator & Administrator

Job Details

ITSM Cherwell Process Integrator & Administrator

Colorado Springs, Colorado




Job Description

Job description:

Cherwell Administration / Vendor Management:

ITSM Tool owner (Cherwell)

  • Gathering and implementation of requirements for multiple advanced Cherwell configuration tasks.
  • Implementing enhancements to existing Cherwell system to improve service delivery and other processes.
  • Understand workflows and apply ITSM and ITIL best practices to Recommend/implement improvements to meet the growing needs of multiple business groups.
  • Security administration, Cherwell maintenance to include patch and update application and full environmental upgrades.
  • Prepares requirements, SOWs, and supporting documentation and application user guides.
  • Consult and liaison with vendors, or content integrators, managing the relationships, and projects.
  • Review service contracts / statements of work and request edits for approval.


  • Develop and modify Cherwell Service Management business objects.
  • Provides technical support and problem resolution for customer inquiries in regard to the Cherwell environment and tool set.
  • Patch and upgrade management of software, services, and hardware.
  • Maintain data connections to outside services.
  • Manage peripheral tools such as Cherwell Asset Management.

Communication and Project Management

  • Develops partnerships with vendors to deliver content and capability enhancements to drive process maturity.
  • Works with stakeholder groups to complete discovery and write requirements.
  • Manage projects to completion in accordance with set timelines.
  • Develops and provides training on dashboards, process, standards, and best practices.

Minimum work experience:

3 + years’ experience with Cherwell service management software integration and administration facilitating ITSM and ITIL practices.

Technical or specialized knowledge/skills:

  • Strong understanding of Client Server architecture
  • Database core skills to include understanding of table structures and relationships.
  • Microsoft SQL Server
  • ITSM
  • Advanced Understanding of ITIL and ITSM fundamentals with an expertise in Incident Management, Problem Management, Change Management.
  • Experience with implementing and Managing ITSM or ITIL processes.
  • Experience working with a CMDB.
  • Experience with continuous improvement methods.
  • Experience with developing and delivering training on process, standards, and policy.
  • Understanding of IT organizations especially service desk or service delivery.
  • (Preferred) Cherwell or other ITSM tool experience.

Other skills:

  • Must be comfortable working in highly collaborative environments.
  • Must be able to conduct presentations in group settings in a professional and courteous manner.
  • Must be able to learn new and emerging concepts very quickly.
  • Must be able to maintain good productivity in developing efficient code and database designs in a very timely manner, with defect rates kept to a minimum.
  • (Preferred) Experience with Scrum and Kanban development.
  • (Preferred) Experience with Visual Studio Team Services (VSTS).
  • (Preferred) Project Management experience, tools, and methodology familiarity.

Certifications (Preferred)

Information Technology Infrastructure Library (ITIL) 3 or 4 Certification


Pay rate: $33 per hour + depending on experience

Full-time M-F 8 am to 5 pm

Temporary 6-12 months

Drug screen required

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