Contractor-ITOM

Cherwell (ITSM) Consultant/Developer

Seeking an experienced Cherwell CSM(ITSM) Consultant/Developer to work directly with our end client in Omaha, NE(USA), providing in-depth technical planning, design and configuration of Cherwell CSM.

• Understanding of IT processes and methodology along with IT operations management (Monitoring, IT Service Management, Automation - ITOM) will be the primary technical areas of focus.
• ITIL v3 Certified (Foundation Mandatory)
• Possess a deep practical understanding of industry and best practices regarding service, incident, change, problem, service level, configuration, and knowledge management.
• Experience with ITSM/ITAM processes: incident, problem, change, release management, service level management, and service catalog.
• Excellent communication and presentation skills.
• Experience with the full software development or application implementation life cycle: analysis, design, implementation, testing, training, and support.
• Two (2) or more years' experience implementing CSM as a professional services consultant (experience with other ITSM or ERP toolsets will be taken under consideration).
• Three (3) or more years professional programming experience.
• Ability to work independently and as part of a group.
• Interest in taking a leadership role in a growing professional services practice.
• Demonstrated aptitude for learning new applications and technology.
• ITSM software design, configuration and troubleshooting (Cherwell, BMC, Micro Focus, CA)

• HTML development skills
• SAML experience
• .NET development skills and knowledge of different libraries
• LDAP knowledge (e.g., AD, iPlanet, SAMBA)
• SQL Server administration knowledge
• Transact SQL or Power Shell scripting experience
• Network troubleshooting
• Protocols (e.g., TCP/IP/SNMP)
• Report writing skills (e.g., Crystal, SQL Reporting Services) (Not mandatory)
• Experience with network/asset discovery tools (e.g., SCCM, Altiris, and Solar Winds) (Not mandatory but preferred)
• Development/programming experience (e.g. Web Services and/or API)

• Understand customer ITSM/ITAM requirements
• Develop detailed design and deployment documents
• Configure ITSM/ITAM software to customer requirements
• Workflow design
• Identify new opportunities to use the Cherwell tool
• Testing, identifying, and correcting defects
• Be the technical lead during the implementation of the project and become our customer's trusted advisor
• Have knowledge of technology, products, processes, industry expertise to assess and educate customers on the value of Cherwell and other ITSM solutions.
• Build relationship with the end client stakeholders
• Enthusiastically support customer requests, research issues, and follow through with a solution
• Superior customer service and strong communication skills
• Ability to work well with a diverse team and independently
• Provide design and architecture expertise in terms of infrastructure requirements and software configurations
• Deploy and configure Cherwell to meet client specifications
• Adherence to functionality, quality, and schedule for Cherwell program including communication of deliverables
• Create reports as needed for management and compliance

• Bachelor (or diploma) of Science in Computer Science or similar technical discipline.
• A proven and verifiable history of analyzing business situations and providing efficient software solutions.