Cherwell Engineer

We are seeking a Cherwell Engineer with at least 2 years of experience working with Cherwell Service Management (CSM). The ideal candidate will have hands-on experience configuring, customizing, and maintaining Cherwell ITSM solutions to meet organizational needs. This role will collaborate with ITSM stakeholders, business teams, and developers to deliver process automation and enhance service desk efficiency.

Key Responsibilities:

• Configure, customize, and maintain Cherwell Service Management (CSM) applications and workflows.
• Develop and implement business objects, forms, dashboards, and automation processes within Cherwell.
• Integrate Cherwell with other enterprise systems and data sources (via REST APIs, web services, etc.).
• Troubleshoot and resolve issues related to Cherwell performance, workflows, and integrations.
• Collaborate with ITSM process owners to design and implement incident, change, problem, and service request workflows.
• Maintain documentation of configurations, workflows, and change management processes.
• Participate in system upgrades, patches, and migration activities.
• Ensure Cherwell solutions align with ITIL best practices and organizational compliance requirements.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 2+ years of hands-on experience with Cherwell Service Management (CSM) configuration and administration.
• Proficiency in building business objects, blueprints, one-steps, and dashboards within Cherwell.
• Familiarity with ITIL processes (incident, problem, change, service request management).
• Strong understanding of SQL for reporting and data extraction.
• Basic knowledge of scripting languages (JavaScript, PowerShell) for automation.
• Good analytical and troubleshooting skills for resolving technical and process issues.

Preferred Skills:

• Experience integrating Cherwell with Active Directory, CMDB, monitoring tools, or other ITSM/ITOM platforms.
• Exposure to Cherwell REST API for automation and custom development.
• Knowledge of reporting tools (e.g., SSRS, Power BI) for service performance metrics.
• Familiarity with Agile methodology and working in sprint-based environments.
• ITIL Foundation certification is a plus.

Soft Skills:

• Strong communication skills and ability to collaborate with cross-functional teams.
• Detail-oriented with a focus on process improvement and service delivery.
• Ability to work independently, prioritize tasks, and meet deadlines in a dynamic environment.

Job Type: Full-time