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Subject Matter Expert (Cherwell)
Ref No.: 19-08839
Location: Phoenix, Arizona
Job Description
  • Cherwell Administrator with good experience implementing and Managing Cherwell Applications. Individual should be passionate about technology, multi skilled and willing to work in a 24 X 7 support model under stringent SLAs 
  • Technical Skills:  
  • The person should have sound knowledge and Hands on Experience on the following:   
  • Implementing ITSM Framework using various tools like Cherwell  
  • Maintain and expand working knowledge of current and pre-released Cherwell Service Management software and ITSM best practices. 
  • Develop integration components (SSO, LDAP, etc.). 
  • Cherwell Service Management (CSM).  
  • Implementing CSM as a Professional Services Consultant (experience with other ITSM or ERP toolsets will be taken under consideration).  
  • Ability to integrate/Migrate with other ITSM tools like ServiceNow 
  • Working knowledge using a report writer such as Crystal Reports or SQL Server Reporting Services Application Development experience (e.g. SDLC, Agile Scrum, etc.) 
  • Experience with IT Service Management Process and Tool Configuration and Administration.  
  • The incumbent should have a solutioning mindset and should have a good understanding of all the processes and workflows in Cherwell & ServiceNow. 
  • Strong working knowledge of ServiceNow components such as Service Catalog, Change Management, Incident Management, Problem Management, Asset Management, CMDB, Knowledge Management and Release Management.  
  • Managing Data Feeds and Loading data in Cherwell 
  • Working on user management/ groups/ roles  
  • Managing/Configuring TASK/Incident SLAs in regard to scrubbing breach/reassignment of breached case. 
  • Managing CMDB health by using Discovery (or equivalent methods) to support Assets and Configuration. 
  •  Process Skills:  
  • Design    : organizations reference architectures    Provide design options and strategies (i.e. option a/b/c) that cater to specific business driven requirements   Proactively utilizes knowledge of the business units in an effort to maximize the efficiency of the solution   Leverages industry's best practices and applies them consistently in developing and/or re engineering designs  
  • Assessment and Strategy:  
    Provides subject matter expertise to maintain the appropriate lifecycle for the technologies in scope, including technology risk, refresh, migration and retirement  
    Analyzes systems performance, modifying parameters to improve throughput and effectively utilize system resources.   Monitors resource usage, making required adjustments as necessary   Follows proper well-established Change Management procedures  
    Responsible for accurately estimating, planning, and executing Network related activities. Relays detailed information to Network and Project Managers  
    Establishes and maintains strong collaborative relationships with internal and external strategic partners as well as critical IT infrastructure service providers  
    Evaluates and provides in depth analysis and recommendations towards the selection Network Engineering and Operations tools   Identifies key areas for improvement and develops a plan to align to strategic objectives.   Assists leadership by making recommendations in regard to architecture and infrastructure planning. Assesses current methodologies and provides input for enhancement  
  • Support :   Resolves issues related to the coordination, control, design, support, and operation of technology components   Leads on call production support activities by using appropriate problem solving methods and leveraging strong Network technologies expertise   Upon outage resolution, performs a detailed RCA (root cause analysis) and sets plans in motion to prevent and reduce the severity of outages   Oversees and performs the installation and testing of upgrades working collaboratively with the systems and applications teams   After a period of acclimation, participates in a 24/7 on call rotation along with a number of other Engineers  
  • Leadership :   Expectation is to deliver excellent quality work and meet deadlines set forth by Senior management   Works independently with minimal to no supervision, provides updates as required   Makes highly informed recommendations to the Engineering committee for the creation of standards and/or use of new/emerging technologies   Mentors junior team members on current standards and best practices around Networking technologies   Participates in delivering training classes and performing formal knowledge transfers to support teams in the organization   When needed, participates in reviewing Engineers RFCs (Request for Change) Stays current with new and evolving networking technologies. 
    Behavioral Skills: 
    Resolve technical issues of projects  
    Participates as a team member and fosters teamwork by inter-group coordination  
    Effectively collaborates and communicates with the stakeholders and ensures client satisfaction 
    At least 10 years of work experience in supporting Cherwell systems 
    Preferably Graduate with requisite work experience  
  • knowledge to meet the business as well as operational objectives   Works closely with the business units to maximize the efficiency of the design by aligning to the current objectives as well as providing new insights into alleviating any complexities  
  • Defines and adheres to standard engineering designs, templates, processes and procedures for delivering projects that follow
Sunrise Systems Inc.
Desk: (732) 313 0266
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