Overview

The Information Technology (IT) department of Enterprise Fleet Management builds and implements powerful solutions that help to drive and support the operations of our Fleet Management business spread across the U.S. and Canada. Enterprise Fleet Management owns and operates more than 500,000 cars and trucks.

Here, you will be part of a team that creates and delivers leading-edge technologies and expansive systems that impact every aspect of our growing business. We provide the resources to enable and develop our more than 150 innovative I.T. professionals in a variety of career paths.

The IT Team supports a myriad of applications that are client, leasing, financial and employee needs related.   The various applications are on platforms including Java/Oracle, Microsoft/SQL Server/.NET, PeopleSoft, and Salesforce.  We are migrating to micro-services for a number of key applications and executing our roadmap to move to the cloud a number of core applications. Now is an exciting time to be part of the team!

As you are considering a position with Enterprise Holdings, we invite you to learn more about our business. Today – and every day – the safety and wellbeing of employees, customers and the communities we serve is our top priority. For the latest on our COVID-19 response, please click here.

Responsibilities

The ITSM Tooling Product Administrator will be responsible for assessing and responding to user requests for product or service support and identifying, recommending, and presenting possible solutions for user requests. This position interprets business requirements to develop, maintain, and/or modify changes to the support model. The Product Administrator performs application administrative functions and operational configuration changes. This position also manages change requests, issues, and defects. The Product Administrator resolves inquiries pertaining to the functional or work-flow operation of end-user requests. Research, configure, and implement new document workflows to aid the organization.

• Cherwell configuration, administration, and support
• ServiceNow configuration, administration and support
• Work closely and communicate clearly and precisely with a group of people with varied skill-sets, technical and non-technical
• Produce and improve overall documentation related to the implementation's configuration and regular releases
• Create and maintain users and roles/profile hierarchy
• Work with business users and management to analyze and create fields, work flows, and validation rules
• Configure and run reporting to ensure solution is being used optimally
• Research integration issues and liaise with system development staff
• Work with users and management to design and implement enhancements for the specified functional areas, and conduct regular application review sessions among both users and management
• Work with engineering staff to implement, maintain, and support integration
• Support administrator functions including user account maintenance, reports and dashboards, work-flows and other routine tasks
• Complete regular internal system audits

Equal Opportunity Employer/Disability/Veterans

Qualifications

Required:

• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
• Minimum three years of experience working in a technical role
• Ability to assess and respond to user requests for product or service support; identify, recommend and presents possible solutions; assigns tasks
• Ability to interpret business requirements to develop, maintain, and/or modify changes to the support model, including gathering requirements, evaluating and interpreting user requests
• Experience with problem resolution and follows established escalation procedures
• Experience with upholding standards, processes, and procedures
• Knowledge of Microsoft Office desktop applications software

Preferred:

• Experience with IT Service Management (ITSM) tools
• Experience with Cherwell (ITSM) tools
• Experience creating training and job aids
• Experience creating reports and graphs