Service Management Specialist

POSITION SUMMARY:
We are seeking a Service Management Specialist to serve as the backbone of our service delivery operations. This role is perfect for a platform power-user who understands that tools like Jira Cloud and Zendesk are most effective when aligned with global best practices. You will be responsible for ensuring our technical and support teams are aligned with systems using best practices across the board.

PRINCIPAL DUTIES & RESPONSIBILITIES:

ITIL Process Alignment: Implement and manage core ITIL processes within the Jira and Zendesk environments, specifically:

Incident Management: Streamlining ticket intake and escalation. (Advanced)

Change Enablement: Managing the lifecycle of all changes to minimize risk. (Advanced)

Problem Management: Identifying root causes and preventing recurring incidents. (Advanced)

Service Request Management: Maintaining a high-velocity service desk for standard requests. (Advanced)

Ecosystem Expansion: Evaluate, install, and configure third-party plugins from the Atlassian Marketplace and Zendesk App Marketplace to extend platform functionality (e.g., advanced reporting, asset management, or time tracking). (Advanced)

Platform Administration: Act as the primary admin for Jira Cloud and Zendesk, ensuring high availability and optimal performance. (Expert)

Integrated Workflows: Manage the "bi-directional" flow of information between Zendesk (Customer Support) and Jira (Product/Engineering) to ensure developers have full context on customer issues. (Advanced)

Project Management and Coordination:

• Lead smaller service management projects or own components of larger projects, coordinating with various teams to ensure successful implementation (Intermediate).

• Document, maintain, and improve troubleshooting guides, "how-to" procedures, and support documentation (Intermediate).

• Be available for on-call support, as assigned by the manager, in emergency situations (Intermediate).

Mentoring and Team Support:

• Provide guidance and mentorship to other employees, helping them grow their proficiency and understanding of best practices within service management systems (Intermediate).

• Stay up-to-date with emerging IT trends and technologies, proactively recommending new solutions to improve the team's effectiveness (Intermediate).

• Perform other duties as assigned by the manager (Intermediate).

Requirements:
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Technical Skills:

• Advanced troubleshooting skills for a range of issues across service management platforms and related systems (Atlassian Cloud, Zendesk, Trello) (Advanced).

• Experience with JQL (Jira Query Language) for advanced reporting. (Advanced)

• Experience setting up Zendesk triggers and automations to reduce manual ticket handling. (Advanced)

• Familiarity with API-based integrations between SaaS tools. (Advanced)

• Plugin Management: Proven experience implementing and maintaining third-party integrations or marketplace apps to solve specific business needs. (Advanced)

Communication and Leadership:

• Excellent written and verbal communication skills, capable of explaining technical information to all levels of the organization (Advanced).

• Proven ability to provide technical guidance and training to less-experienced team members (Intermediate). (Advanced)

• Project Management and Problem Solving:

• Strong project management skills, with the ability to lead smaller projects or support larger initiatives (Intermediate).

• Excellent time management skills, with the ability to manage multiple priorities under pressure (Advanced).

CREDENTIALS & EXPERIENCE:

• Associate degree in computer science or equivalent experience required. Bachelor’s degree preferred.

• Platform Expertise: 4+ years of experience with Jira Cloud and Zendesk administration.

• Framework Knowledge: Strong working knowledge of ITIL 4 (Certification preferred).

• Experience with project management, advanced troubleshooting, and technical support for complex issues.

Benefits:
NOTE: This position pays $70,000.00 per year, plus bonus potential.

BENEFITS

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay - This position falls under our “Corporate Bonus Plan” which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment.

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!