ITSM Infrastructure Specialist

ITSM Specialist with solid Infrastructure experience
In Our Automation, AI & Tools area is looking for an ITSM Specialist with solid Infrastructure experience to join our Service Management Tools team. You will be part of an international team that delivers ITSM technologies including complex integration solutions primarily currently based on Cherwell platform. The ITSM tool is set to be replaced by end of 2026.

• Day to day platform support
• Manages and operates Incident, Request, Problem and Change Management tickets according to the defined processes
• Maintains the health of the ITSM system through monitoring ticket aging and closure
• Contribute with the ITSM Tool “Cherwell” processes, development, and improve existing processes to align with ITIL best practices
• Oversee the management and maintenance of the Service Catalog, ensuring it remains current, relevant, and aligned with the evolving business landscape
• Work closely with stakeholders to gather requirements and design new catalog items and workflows that meet both legacy and new business needs
• Develops and implements standards and procedures to ensure consistent and efficient operations for ITSM infrastructure the IT infrastructure¨
• Installation, maintenance, and retirement of the systems that form the core of an ITSM Infrastructure
• Plan, Test, and Implement platform upgrades. Implement continuous improvements to platform
• Security certificates life cycle management to include patch and update application and full environmental upgrades
• Manages the tool’s required for infrastructure services, including software, storage systems, and backups.
• Consult and liaison with Product Manager, Solution Architect, Developer and Integration Specialists during projects and/or major outages

Requirements

• Bachelor’s and/or Masters’ degree preferred in Business, Computer Science, Engineering, Finance or similar, supported by relevant experience
• Some years of experience with Cherwell or any other ITSM Tool support, Cherwell Administration Certified is a bonus point
• Experience in administering the backend/infrastructure (Server and DB) of ITSM tool
• Prior experience with ITIL frameworks, preferably certified
• Familiar with scripting and API skills
• Familiar with DevOps (CI/CD) concepts
• Good written and communications English skills with the ability to clearly document and explain business processes

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, to adapt the tool to changing business demands & processes.

Department: Østmarken 3a, Søborg

Lokation: Copenhagen