ITSM Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• The ITSM administrator is responsible for providing configuration and administrative assistance for the Cloud-based Atlassian tool suite, which includes multiple instances of Jira, Confluence, and essential third-party add-ons.

• This position plays a crucial role in Automation with the client's Health AI chatbot, focusing on automating and integrating the bot with various applications and systems.

• Collect requirements for business processes and identify opportunities to optimize and enhance the JIRA/Confluence/Service Management setup and configuration.

• Offer application support for JIRA and Confluence to IT and other departments within the organization.

• Create JIRA projects, queries, and reports as needed or requested.

• Assist JIRA and Confluence users with their inquiries and issues.

• Collaborate with business users to assess JIRA and Confluence plug-ins, identify licensing requirements, and conduct testing, installation, and configuration of the plug-ins.

• Leverage design skills to establish JIRA workflows and associated screen schemes for complex, high-impact projects.

• Support and configure JIRA plugins as necessary.

• Develop documentation on workflows and processes implemented in JIRA.

• Coordinate with the AI chatbot vendor for ongoing improvements and integrations.

• Provide assistance for chatbot issues and optimizations while closely collaborating with leadership and the vendor.

⛳️ Requirements

• AA or Associate's Degree is required; a BA/BS is preferred.

• A minimum of 5 years of experience in the IT field is required.

• At least 3 years of experience with JIRA is required.

• Proficiency in computers and a solid background in IS/IT customer support (minimum of 5 years).

• JIRA, UNIX, and ITIL certifications are preferred.

• 2 years of experience in Healthcare IT is preferred.

• Familiarity with JIRA APIs and webhooks is necessary.

• Exceptional customer service skills, both oral and written.

• Strong presentation skills and aptitude.

• Ability to manage multiple tasks effectively.

• Capability to work independently as well as part of a team.

• Ability to perform well under pressure.

• Must be able to work at multiple locations and provide personal transportation to each site.

🏝️ Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.