Jasdeep Shahi

Application Specialist - Cherwell Administrator @Ashurst

Glasgow, GB

Administer and maintain Cherwell Service Management (CSM) platform to support ITSM processes (e.g, Incident, Change, Problem, Request Fulfillment).• Design, build, and optimize Cherwell Blueprints, forms, One-Steps, Dashboards, and Business Objects based on business requirements.• Implement automation and workflows using One-Steps and Automation Processes to streamline ITSM operations.• Manage Cherwell system upgrades, patching, and environment migrations across DEV, TEST, and PROD.• Customize and maintain the Cherwell Portal for end-user self-service experience (including branding, form design, and user access).• Create and manage custom reports and dashboards for various teams to provide insights and track KPIs.• Collaborate with stakeholders to gather requirements and translate them into Cherwell configurations and enhancements.• Perform root cause analysis and resolution of issues related to Cherwell performance, integrations, or data integrity.• Maintain system documentation, change logs, and operational runbooks for configuration and support.• Support training and onboarding of users and technicians on Cherwell functionality and best practices.• Conduct regular system audits to ensure data accuracy, compliance, and adherence to ITIL standards.• Administer user access across Jira and Confluence, including account creation, permission management, and access to Jira boards and Confluence spaces.• Set up and configure new Jira projects based on team requirements, ensuring appropriate workflows, issue types, and permissions are applied.

University of Derby

MSc Enterprise Computing, Computing

Nottingham Trent University

BSc (Hons) Information Systems, Computing