Job Description

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