Itsm Jira Administrator

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**ITSM Jira Administrator**:
The IT Service Manager communicates and implements standard ITSM processes including incident, change, and problem management. S/he brings ITIL principles, theories, and concepts related to requirements, data, usability, and process analysis for incident and change management, CMDB, asset, software licensing, and contract management.

This position requires a strong understanding of cybersecurity principles, risk management, and compliance frameworks.

You will play a critical role in evaluating and mitigating cybersecurity engineering risks, ensuring adherence to legal requirements, regulations, and industry standards, and supporting a regulated manufacturing and health field environment.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Solid understanding ITSM principles, promoting ITIL best practice across the full life cycle of services.
- Collaborate with internal teams, including IT, legal, HR, supply chain, governance and compliance, to define and implement appropriate controls and safeguards towards service management services.
- Manage and report incidents, change, and problem service levels for both internal and external teams.
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
- Manage Change Advisory Board (CAB) and Release Management Processes.
- Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process.
- Ensure request, incident, problem, and change records are accurate and complete, from creation to closure.
- Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.
- A significant responsibility for this new role will be to assist the Service Innovation in transitioning projects into production services, using a standard design and transition process.
- Holder will take the lead in maintaining, publicizing, and promoting the IT Services problem management policy and process. They will ensure effective management and coordination of root cause analysis activities for problem resolution.
- Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
- Coordinate planned change management for Enterprise Applications, M365 on Windows and Mac environments, Network and Security Operations and log results to peruse continuous improvement.
- Proficient in ITSM tool administration and management system, Jira preferred. Manage Engine or Jira experience accepted.
- Contribute to ITSM Knowledge Base.
- Full vendor management for help desk and service management engagements, development teams, IT operations support, SOC and others as required.
- Produce and track metrics within ITSM parameters and defined SLAs an SLOs.
- Assist in Systems Certification processes for the ISO, SOC, PCI and FDA frameworks, including preparing requested proof of documentation, coordinating with stakeholders.
- Participant in risk assessments.
- Participate in all related processes and tracking for Business Continuity Processes and Recovery.
- Documentation and Reporting: prepare and maintain comprehensive documentation, including information and service management plans, service agreement reports, system operational service agreements, and compliance reports.
- Collaboration and Communication: collaborate with cross-functional teams, system engineers, architects, IT personnel, and external stakeholders to address cybersecurity concerns, provide guidance on security controls, and facilitate effective communication.
- Industry Trends and Best Practices: stay up to date with the latest IT service management trends.
- Support IT Leadership with assessment and authorization requirements and drafting/updating related documentation.

**Microsoft Certification (required)**
- AZ-800: Administering Windows Server Hybrid Core Infrastructure
- AZ-801: Configuring Windows Server Hybrid Advanced Services
- AZ-500: Microsoft Azure Security Technologies
- SC-200: Microsoft Security Operations Analyst
- SC-400: Microsoft Information Protection Administrator
- AZ-700: Designing and Implementing Microsoft Azure Networking Solutions

**Jira Certification (required)**
- ACP-420 Managing Jira Service Projects for Cloud
- Atlassian Certified Associate - ITSM with Jira Service Management
- Atlassian Certified Associate - Jira Software Board Configuration

**Critical Responsibilities**:
Provide technical leadership for planning, designing, installing, testing, and implementing Atlassian solutions.

Implementing Atlassian plugins and supporting integration with other enterprise software.

Supports Knowledge Management (KM) program strategy, transformation, and technical implementation.

Creates knowledge documentation related to requirements and solution design.

Facilitates knowledge transfer sessions for administration and