Job Description
Your current state: Do not sell or share my personal information. Your current state: Allow selection (Necessary , Preferences , Statistics , Marketing ). ITSM Infrastructure Specialist ITSM Specialist with solid Infrastructure experience In Our Automation, AI & Tools area is looking for an ITSM Specialist with solid Infrastructure experience to join our Service Management Tools team. You will be part of an international team that delivers ITSM technologies including complex integration solutions primarily currently based on Cherwell platform. The ITSM tool is set to be replaced by end of 2026. Day to day platform supportManages and operates Incident, Request, Problem and Change Management tickets according to the defined processesMaintains the health of the ITSM system through monitoring ticket aging and closureContribute with the ITSM Tool “Cherwell” processes, development, and improve existing processes to align with ITIL best practicesOversee the management and maintenance of the Service Catalog, ensuring it remains current, relevant, and aligned with the evolving business landscapeWork closely with stakeholders to gather requirements and design new catalog items and workflows that meet both legacy and new business needsDevelops and implements standards and procedures to ensure consistent and efficient operations for ITSM infrastructure the IT infrastructure¨Installation, maintenance, and retirement of the systems that form the core of an ITSM InfrastructurePlan, Test, and Implement platform upgrades. Implement continuous improvements to platformSecurity certificates life cycle management to include patch and update application and full environmental upgradesManages the tool’s required for infrastructure services, including software, storage systems, and backups.Consult and liaison with Product Manager, Solution Architect, Developer and Integration Specialists during projects and/or major outages Requirements Bachelor’s and/or Masters’ degree preferred in Business, Computer Science, Engineering, Finance or similar, supported by relevant experience Some years of experience with Cherwell or any other ITSM Tool support, Cherwell Administration Certified is a bonus pointExperience in administering the backend/infrastructure (Server and DB) of ITSM toolPrior experience with ITIL frameworks, preferably certifiedFamiliar with scripting and API skillsFamiliar with DevOps (CI/CD) conceptsGood written and communications English skills with the ability to clearly document and explain business processesAbout Aeven and Automation, AI & Tools TeamAt Aeven, we are driven by a mission to safeguard and enhance the digital infrastructure that is essential to the lives of millions. To achieve this, we are on the lookout for individuals with sharp minds, capable hands, and, most importantly, positive personalities that thrive on collaboration, contribution, skill development, and making a meaningful impact.Aeven's Automation, AI & Tools division is at the forefront of delivering a comprehensive suite of integrated technologies encompassing Infrastructure Automation, RPA, Application Lifecycle Management (ALM), Monitoring, ITSM, and CMDB. With an extensive portfolio that combines enterprise-grade solutions and in-house innovations, we facilitate Aeven's growth journey, offering both traditional on-prem infrastructure and application outsourcing as well as hybrid cloud services.At Aeven, Ivanti's ITSM Cherwell is being utilized as organization's ITSM & Boomi as organization's ITSM Integration platform. The ITSM spans across to provide both end user access & support access to internal users. The main aspects of the services provided to customers is -Portal solutionITSM IntegrationsHybrid -Portal & Integrations (to third party vendors)With ITSM's optimization journey, there are continuous improvements performed, to adapt the tool to changing business demands & processes. At Aeven, we’re on a mission to keep digital infrastructure critical to the lives of millions, safe, secure, and productive. And to do this, we need sharp minds, capable hands, and most importantly, positive personalities that are eager to collaborate, contribute, develop their skills, and make a difference.When you join Aeven, you join a culture of expertise, inclusion, and growth where people matter. Your professional growth is valuable to us, and we will support you all the way – whether you ‘re interested in developing greater depth within your area of expertise, want to broaden your scope of skills, or wish to pursue new roles in our organization. #J-18808-Ljbffr