IT Service Management (ITSM) Administrator

WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry.

If you are looking for a growing career â€" come be part of WEX today! Great Place To Work-Certified.

Looking to grow an expanding ITSM team? Our team members have a passion for problem-solving. They’re motivated to resolve escalations as quickly and efficiently as possible, plus they’re eager to build their knowledge â€" so they can tackle even more complex problems.

WEX is looking for an Administrator will be responsible for managing the Cherwell implementation & application as an enterprise platform for delivering WEX’s desired business outcomes. This includes understanding the functionality of technical solutions used to enable business and technology processes. This role is the intersection between developers, IT architects, Security Architects, and Process stakeholders in determining solid business requirements/applications solutions that support end to end business processes. Building and maintaining strong partnerships with business/functional unit and technical stakeholders, drives alignment around release roadmap and solution design of Cherwell applications.

What you will be doing:

Cherwell administration such as: gathering and analysis, solution design, development task management, quality assurance and release methodologies and regular maintenance

Collaborate effectively with other team members to develop solutions and handle general updates and configuration changes/requests

Provide technical support for application users and other teams who are involved in ITIL Concepts

Identify system deficiencies and recommend solutions

Maintenance and continuous improvement of the processes, standards, policies, working methods and tools

Ensure tool configuration consistency across development, QA, and production environments

Reduce or eliminate repetitive tasks through the development of monitoring, automation, and training of support staff.

Participates in creating and developing standards, best practices, support guidelines and procedures


What you will need to be successful in this position:

A Passion for problem solving, self-motivated and self-directed

5+ years of experience in IT operational support with experience in ITSM/ITIL process analysis and improvement.

Basic ITIL Certifications

Experience in requirements gathering and analysis, solution design, development task management, quality assurance and release methodologies

Experience working with a NOC environment.

Good verbal and written communication skills

Comfortable working in a fast-paced, changing environment

Preferred Qualifications:

A Bachelor’s Degree in Engineering or Computer Science.

Experience in administering an ITSM tool.

Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and of working in a SaaS environment.

Working knowledge of relational (SQL) databases

Understanding of Single Sign On (SSO) software

At WEX, we reward innovation, hard work and excellence.

Benefits include:

• 401(k) Plan

• Adoption Assistance

• Bonus Plan

• Dental Insurance

• Dependent Life Insurance

• Employee Assistance Program

• Employee Referral Award Program

• Expedition - WEX’s Sabbatical Program

• Extended Parental Leave

• Flexible Spending Accounts (Medical and Dependent)

• Health Insurance

• Life Insurance/AD&D

• On Site Fitness Facility in South Portland location

• Pet Insurance

• Paid Time Off(PTO)

• Short- and Long-Term Disability Programs

• Tuition Reimbursement

• Vision

Equal Opportunity Employer/Vets/Disability

Meet Some of WEX's Employees

Leela M.

Software Engineer

As a member of the Core Processing Team, Leela works alongside fellow engineers to ensure that the back-end systems supporting all of WEX’s credit card transactions are functionally optimized.

Jason S.

Client Relationship Manager

Jason is responsible for developing and growing partnerships between WEX and the companies within the transportation space, informing them of the effective solutions WEX provides.

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