About Us:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

• The ITSM Administrator is responsible for working across the ITIL Incident, Problem, Change, Asset, Configuration and Knowledge Management processes by:
• Supporting, administrating and maintaining the Cherwell platform.
• Providing software configuration and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third-party software integrations.
• Obtain and analyze business requirements and document technical solutions.
• Develop, design and rollout new application modules, workflows and catalogue requests.
• Analyzing, prioritizing, scheduling and coordinating IT Service Management activities.
• Assisting in the establishment and maturation of ITSM KPI's and metrics.
• Negotiation with and influencing of stakeholders to ensure activities, tasks and deliverables are completed in alignment with ITSM processes and procedures.
• Maintaining current, accurate and complete procedural documentation.
• Providing appropriate support, assistance and guidance to ITS staff, and conducting one-on-one training as required.
• Research new functionality and recommend solutions that deliver customer value.
• Regularly reviewing ITSM processes and procedures to ensure that activities achieve tangible business outcomes while minimizing administrative overhead.
• Engaging with ITS and business stakeholders to identify opportunities for improvement in ITSM processes.
• Developing more efficient work practices in support of delivering a better customer experience.
• Deliver agreed continuous improvement activities.
• Develop and maintain an appropriate library of up-to-date, high quality ITSM documentation and supporting materials.
  

• 3+ years' experience as a Cherwell Administrator or similar ITSM tool, supporting the implementation, administration, configuration, and development of the Cherwell tool.
• 4+ years' experience in the delivery of IT Service Management activities within a complex IT environment.
• Cherwell Certified System Administrator certification or equivalent.
• Demonstrated experience in process and procedure consultation, review, design, development, planning and implementation.
• Demonstrated experience in the production of high-quality documentation, training materials and operational reports.
• Strong communication, negotiation, facilitation, stakeholder management and conflict resolution skills.
• Effective prioritization and time management skills and the ability to respond appropriately to changing requirements.
• Degree or equivalent, preferably in Information Technology or Computer Science.
• Relevant industry-recognized qualification in at least one IT Service Management area.
• Strong working knowledge of Cherwell components such as Service Catalogue, CMDB, Change/Incident/Problem Management, Asset/Config Management, Knowledge Management, and Release Management.
• Exposure to cloning, patching and major release upgrades.

• Experience / knowledge in data analysis tools and methodologies.
• ITIL v3 Foundation certification.
• Experience in implementing or participating in step change activities in ITSM processes.
• Experience working in an agile environment.
• Knowledge of web-based and scripting languages (JavaScript, HTML, CSS, C#).