ITSM Operations and Integration Specialist

The ITSM Operations and Integration Specialist will be part of Aeven’s Automation, AI & Tools division. This role combines the day-to-day platform support responsibilities of an ITSM Operations Specialist with the development and maintenance of integrations between ITSM systems as an Integration Specialist.

Responsibilities

• Manage and operate Incident, Request, Problem, and Change Management tickets according to defined processes.
• Maintain the health of the ITSM system through monitoring ticket aging and closure.
• Contribute to the ITSM Tool “Cherwell” processes, development, and improve existing processes to align with ITIL best practices.
• Experience in design, development and implementation of Dell Boomi Integration solutions is expected, although similar experience in other integration platforms like Mulesoft for example, would also be considered.
• Experience in communication protocols such as HTTP, JDBC, SFTP including OData services and microservice-based applications (REST, SOAP).
• Knowledge in one or some of the following: Cherwell, ServiceNow, BMC Remedy, JIRA or Azure DevOps is an advantage.
• Knowledgeable on the following: Java, Groovy scripts, XSLT, APIs, Postman
• Plan, test, and implement platform upgrades and continuous improvements.
• Identify opportunities to leverage automation and focus on KPI measurement and reporting.
• Manage security certificates life cycle, including patch and update application and full environmental upgrades.
• Prepare requirements, SOWs, supporting documentation, and application user guides.
• Consult and liaise with Product Managers, Solution Architects, Developers, and Integration Specialists during projects and/or major outages.
• Take responsibility for the development and maintenance of integrations between Aeven’s and customers’ ITSM systems using dedicated integration platforms like Dell Boomi.
• Work collaboratively with global integration teams to deliver new features and functionalities for ITSM solutions.

Qualifications

• Education/Degree preferred in Business, Computer Science, or similar, supported by relevant experience.
• Experience with Cherwell or any other ITSM Tool support; Cherwell Administration Certification is an advantage.
• Prior experience with ITIL frameworks, preferably certified.
• Familiarity with scripting, API skills, and DevOps (CI/CD) concepts.
• Good written and communication skills in English with the ability to clearly document and explain business processes.
• Experience with Dell Boomi platform. Certification is an advantage.

This combined role will support Aeven’s growth journey by delivering both traditional on-prem infrastructure & application outsourcing as well as hybrid cloud services. The role will be crucial in bringing digital transformation to life within the organization.

About Aeven and Automation, AI & Tools Team
At Aeven, we are driven by a mission to safeguard and enhance the digital infrastructure that is essential to the lives of millions. To achieve this, we are on the lookout for individuals with sharp minds, capable hands, and, most importantly, positive personalities that thrive on collaboration, contribution, skill development, and making a meaningful impact.

Aeven's Automation, AI & Tools division is at the forefront of delivering a comprehensive suite of integrated technologies encompassing Infrastructure Automation, RPA, Application Lifecycle Management (ALM), Monitoring, ITSM, and CMDB. With an extensive portfolio that combines enterprise-grade solutions and in-house innovations, we facilitate Aeven's growth journey, offering both traditional on-prem infrastructure and application outsourcing as well as hybrid cloud services.

At Aeven, Ivanti's ITSM Cherwell is being utilized as organization's ITSM & Boomi as organization's ITSM Integration platform. The ITSM spans across to provide both end user access & support access to internal users. The main aspects of the services provided to customers is -

• Portal solution
• ITSM Integrations
• Hybrid -Portal & Integrations (to third party vendors)

With ITSM's optimization journey, there are continuous improvements performed, so as to adapt the tool to changing business demands & processes.

Department: Østmarken 3a, Søborg

Lokation: Copenhagen