ITSM System Administrator

Job Purpose

We are seeking a skilled and experienced Collaboration and Workflow Systems Administrator/Developer to join our team to support the delivery of our ITIL service management processes. As the owner of our collaboration and workflow platforms, currently the Atlassian suite (mostly Jira and Confluence), you will be responsible for maintaining, optimizing, and developing these systems to meet the needs of our department and organization. Your expertise in collaboration and workflow management tools will be crucial to automating ITIL-based service management processes within these systems and associated applications and plugins. The ideal candidate will have a strong understanding of collaboration and workflow management systems, as well as experience in developing custom solutions and integrations to meet ITIL service management needs.

Key Responsibilities

• Administer and maintain collaboration and workflow management systems, including user/license management, permissions, workflows, and system configurations.
• Customize collaboration and workflow management tools to meet the specific needs of our organization, including creating custom fields, issue types, screens, and templates.
• Develop and implement automated service management processes using APIs, scripting languages, and plugins of collaboration and workflow management systems to meet our business needs.
• Provide technical support and troubleshooting for users of these systems, including diagnosing and resolving system issues and errors.
• Collaborate with cross-functional teams to gather requirements and design solutions that leverage the capabilities of collaboration and workflow management tools effectively.
• Implement and support integrations between these systems and other tools/systems used within the organization.
• Stay current with industry best practices and trends in agile methodologies, DevOps, and knowledge management, and recommend improvements to our system setups accordingly.
• Evaluate, install, configure, and manage plugins to extend functionality and enhance user experience in collaboration and workflow management platforms.
• Collaborate with developers and vendors to troubleshoot plugin-related issues and optimize performance.
• Develop custom plugins or scripts as needed to address unique business requirements or integrate with other systems.
• Experience with IT Service Management tools e.g., Jira Service Management.
• Support colleagues in the use of other services and tools to meet ITSM-related objectives and management information.
• Implement and optimize ITSM processes within the context of the ITIL 4 Service Value Chain, ensuring alignment with organizational objectives and delivering value across all stages of the service lifecycle.
• Utilizes AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.