Job Description

Under general supervision, maintains the Cherwell platform and services to global employees. Works closely with vendors and remote staff to coordinate installation and maintenance, support projects and to determine and correct problems that may occur during day to day operations. Consults with vendors and business partners regarding product compatibility, upgrades and new purchases and integrations. Investigates user complaints and special requests, initiates trouble calls to support when necessary. Performs other related work as required.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

· Responsible for maintenance and overall health of the Cherwell CSM environment. This includes monitoring supporting architecture, rolling out upgrades and patches, overseeing license usage, troubleshooting, and resolving issues.

· Proactively monitors supported business processes and seeks continual process improvement in accordance with, but not limited to ITIL best practices.

· Administers and maintains access to environment, roles and permissions.

· Customize existing business processes or implementation of new business processes to meet Company’s needs. This may be self-identified or at the discretion of management.

· Communicates environmental changes to key stakeholders in timely manner and oversees the Change Management process with considerations for impact to users and customers.

· Provide KPI metrics, reports, and analysis through scheduled jobs, on demand or custom dashboards.

QUALIFICATIONS GUIDELINES

EDUCATION/EXPERIENCE REQUIREMENTS

· Bachelor’s degree and 5 years of Cherwell System Engineering/Administrating experience or Associate degree and 7 years related experience

· ITIL Foundations Certification

· Cherwell Advanced Developer Certification

· MCNE, MCSE. MCSA certification is a plus

REQUIRED KNOWLEDGE, SKILLS AND RESPONSIBILITIES:

· Thorough knowledge of Active Directory, Role based access, Group Policy, and IIS 7+

· Thorough knowledge of Microsoft Operating Systems up to and including Windows 2016 Server and Windows 10

· Knowledge of MS SQL 2016+

· Ability to prioritize competing incidents and service requests or projects.

· Ability to prioritize multiple tasks and organize schedules to meet deadlines.

· Demonstrated ability to prepare clear, concise reports, documentation and correspondence.

· Maintains current knowledge of the field including learning new and existing software, applications, databases and hardware through formal, informal and on the job training and self-study

· Ability to gather business requirements and offer meaningful solutions.

· Ability to communicate professionally and effectively, both orally and in writing.

· Ability to work professionally and productively with all encountered in the course of work, including personnel supporting departments, vendors, and consultants.

· Regular and reliable attendance and performance are required.

DESIRED KNOWLEDGE, SKILLS AND RESPONSIBILITIES:

· Hardware, software and networking protocols utilized in LAN, WAN and related data communication systems, including fiber optics and peripheral equipment.

· Thorough knowledge of LAN switch and router management via telnet and web interfaces.

· Thorough knowledge of TCP/IP communication

· Understanding of SSL certificates

· Experience with Windows, Linux, VM servers, proxy servers, firewalls, mail spam servers and VPN servers.

SPECIAL REQUIREMENTS:

· Must be willing to work extended hours or called back in emergency situations

· Must be willing to work with and support international sites, including be open to some travel

· Must be willing to be on-call on a rotating basis.

Company Description

About Kingston Technology: Kingston has grown to be the world's largest independent manufacturer of memory products. With global headquarters in Fountain Valley, California, Kingston employs more than 4,000 people worldwide. Regarded as one of the Best Companies to Work for in America by Fortune magazine, Kingston's tenets of respect, loyalty, flexibility and integrity create an exemplary corporate culture. Kingston believes that investing in employees is essential and that each individual employee is a vital part of the company's success. Kingston serves an international network of distributors, resellers, retailers and OEM customers on six continents. The company also provides contract manufacturing and supply chain management services for semiconductor manufacturers and system OEMs. We offer our full-time employees a comprehensive benefits package including 401(k), a choice of PPO or HMO medical and dental, vision, FSA, life and disability insurance, EAP and more. Kingston Quality Kingston takes pride in its proactive role in verifying the quality and reliability of the components used in Kingston products. Kingston memory is designed and built with components that are purchased from qualified suppliers that meet Kingston's high-quality standards. Kingston has been ISO 9001 certified since 1994. Kingston has not only obtained this high standard certification, but it has maintained and improved its process to adapt to the demanding memory industry. Combining one of the most extensive and stringent testing processes in the memory industry, an exceptional free tech support center and a consistent roll-out of innovative technologies, Kingston Technology has continually set industry standards of quality and reliability throughout its history.