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ITSM Technical Administrator Job

Date: Dec 29, 2020

Location: Mexicali, BCN, MX

Company: PACCAR

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and also provides customized financial services, information technology and truck parts related to its principal business.
Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services — you can develop the career you desire with PACCAR. Get started!

Division Information

PACCAR’s Information Technology Division (ITD), located in Renton, WA utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire Corporation, which has high visibility in the technology sector

Requisition Summary

We are looking for an energetic contributor with good experience configuring and managing Cherwell Applications, or the interest and aptitude to learn the skills necessary to be an effective Cherwell Administrator. Individual should be passionate about process and technology, multi-skilled, and willing to work in a 24x7 support model based on Service Level Agreements (SLAs).  The technical aptitude required is to think logically (like a programmer) but there is no programming involved in this role, but to configure the Cherwell system it does require developing logical if/then/or statements as well as basic report generating skills.

Job Functions / Responsibilities

  • Implement ITSM Framework using Cherwell. Maintain and expand working knowledge of Cherwell Service Management software and ITSM best practices.
  • Build and troubleshoot interfaces and integrations with other systems or applications.
  • Manage and configure ITSM processes and SLA’s (ie. Incident, Service Request, Problem, Change) 
  • Manage CMDB health to support Assets and Configuration.
  • Work on user management/groups/roles and maintain best practices and policies.
  • Manage data feeds and load data in Cherwell. Identify needed reporting, build and distributed reports.
  • Coordinate the build and deployment tasks.
  • Manage test and validation activities including defect tracking and remediation.
  • Provide technical guidance. Work collaboratively and respectfully in resolving complex technical problems.
  • Create integrations with other applications (Active Directory, Flexnet, xMatters, etc)
  • Participate as a team member and foster teamwork by inter-group coordination.
  • Effectively collaborate and communicate with the stakeholders and ensure client satisfaction.
  • Influence solution decisions within area of responsibilities to peers and customers.
  • Listen and consider other’s perspectives.


  • Ability to learn quickly leveraging technical aptitude and process orientation/experience.
  • Experience with IT Service Management process, tool configuration and administration is preferred.
  • Working knowledge using a report writer such as SQL SRS, application development experience (SDLC, Agile Scrum, etc.).
  • Good understanding of ITSM processes and workflows (ideally in Cherwell).
  • Knowledge of ITSM components such as Service Catalog, Change Management, Incident Management, Problem Management, Asset Management, CMDB, Knowledge Management and Release Management.
  • Strong written, presentation and verbal communication skills. Excellent listening skills.
  • Ability to communicate, present and work with globally distributed teams.
  • Ability to multi-task in a fast-paced environment.
  • Ability to make sound independent decisions and work effectively in a team environment.
  • Excellent problem-solving skills and highly self-motivated.


  • Bachelor’s Degree in Computer Science, Information Systems or other related field required.
  • ITIL Certification required.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.

Job Segment: Application Developer, Computer Science, Information Systems, Testing, Technology, Customer Service