Job Details - Cherwell Administrator - Fountain Valley, CA

Department: MIS

Under general supervision, maintains the Cherwell platform and services to global employees. Works closely with vendors and remote staff to coordinate installation and maintenance, support projects and to determine and correct problems that may occur during day to day operations. Consults with vendors and business partners regarding product compatibility, upgrades and new purchases and integrations. Investigates user complaints and special requests, initiates trouble calls to support when necessary. Performs other related work as required.


Essential Functions & Responsibilities

  • Responsible for maintenance and overall health of the Cherwell CSM environment. This includes monitoring supporting architecture, rolling out upgrades and patches, overseeing license usage, troubleshooting, and resolving issues.
  • Proactively monitors supported business processes and seeks continual process improvement in accordance with, but not limited to ITIL best practices.
  • Administers and maintains access to environment, roles and permissions.
  • Customize existing business processes or implementation of new business processes to meet Company’s needs. This may be self-identified or at the discretion of management.
  • Communicates environmental changes to key stakeholders in timely manner and oversees the Change Management process with considerations for impact to users and customers.
  • Provide KPI metrics, reports, and analysis through scheduled jobs, on demand or custom dashboards.

QUALIFICATIONS GUIDELINES

Education/Experience Requirements

  • Bachelor’s degree and 5 years of Cherwell System Engineering/Administrating experience or Associate degree and 7 years related experience
  • ITIL Foundations Certification
  • Cherwell Advanced Developer Certification
  • MCNE, MCSE. MCSA certification is a plus

Required Knowledge, Skills and Responsibilities:

  • Thorough knowledge of Active Directory, Role based access, Group Policy, and IIS 7+
  • Thorough knowledge of Microsoft Operating Systems up to and including Windows 2016 Server and Windows 10
  • Knowledge of MS SQL 2016+
  • Ability to integrate systems via API
  • Ability to prioritize competing incidents and service requests or projects.
  • Ability to work professionally and productively with all encountered in the course of work, including personnel supporting departments, vendors, and consultants.
  • Demonstrated ability to prepare clear, concise reports, documentation and correspondence.
  • Maintains current knowledge of the field including learning new and existing software, applications, databases and hardware through formal, informal and on the job training and self-study
  • Ability to gather business requirements and offer meaningful solutions.
  • Ability to communicate professionally and effectively, both orally and in writing.
  • Regular and reliable attendance and performance are required.
  • Ability to prioritize multiple tasks and organize schedules to meet deadlines.

Desired Knowledge, Skills and Responsibilities:

  • Hardware, software and networking protocols utilized in LAN, WAN and related data communication systems, including fiber optics and peripheral equipment.
  • Understanding of SSL certificates
  • Thorough knowledge of TCP/IP communication
  • Thorough knowledge of LAN switch and router management via telnet and web interfaces.
  • Experience with Windows, Linux, VM servers, proxy servers, firewalls, mail spam servers and VPN servers.
  • Scripting experience with AD,AAD, Office 365 and PowerShell

Special Requirements:

  • Must be willing to work extended hours or called back in emergency situations
  • Must be willing to be on-call on a rotating basis.
  • Must be willing to work with and support international sites, including be open to some travel
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