Systems Administrator - Planon IWMS

Government Property Agency; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A government agency in Manchester is seeking a highly skilled individual to manage incident and request operations. The ideal candidate will have comprehensive experience with ITIL v4, JIRA Software, and Planon IWMS. Responsibilities include overseeing system configurations and ensuring compliance with security policies. Opportunities for professional growth in certifications such as ITIL v4 will also be available.

Qualifications

• Experience with ITIL v4 and enterprise systems is essential.
• Strong capability in incident and request management is required.
• Experience in configuring and administering Planon IWMS is needed.

Responsibilities

• Act as the first point of contact for incident and request management.
• Log all tickets on JIRA Software and JIRA Service Management.
• Ensure timely resolution of service requests following ITIL v4 best practices.

Skills

Incident management

Problem management

Change management

Request management

Analytical skills

Communication skills

Collaboration skills

Tools

JIRA Software

JIRA Service Management

Confluence

Planon IWMS

ServiceNow

Salesforce

Microsoft 365

Job description

Overview

In this role, you will be the first point of contact for incident, problem, change, and request management and use JIRA Software, JIRA Service Management (JSM) and Confluence to manage the requests. You will ensure seamless operations across customers, partners, suppliers, and employees. You will oversee system configuration, environment management, release management, and compliance monitoring, while enabling Digital Twin, BIM, IoT, and workplace engagement technologies. You will also be required to manage and administer other corporate systems such as JIRA, Confluence, ServiceNow, Salesforce and Microsoft 365.

Responsibilities

• Act as the first point of contact for incident, problem, change, and request management related to the Planon IWMS. Log all tickets on JIRA Software and JIRA Service Management (JSM).
• Perform initial triage, troubleshooting, and escalation for system-related issues.
• Ensure timely resolution of service requests following ITIL v4 best practices.
• Configure, maintain, and optimise the Planon IWMS and other key platforms to support business needs.
• Manage environment and system upgrades/releases, ensuring smooth implementation of system upgrades/patches and sprint releases.
• Implement and test new functionalities, patches, and updates while maintaining system stability.
• Design and maintain role-based access control (RBAC) to ensure secure, compliant, and user-specific access for employees, partners, suppliers, and customers; Provision user access and manage authorisation.
• Monitor and enforce security policies aligned with identity management best practices.
• Create system audit and compliance dashboards to track user activity, data access, and security events; ensure regulatory and organisational compliance.
• Provide insights into space utilisation, asset performance, and workplace experience through advanced reporting.
• Enable integrations with Digital Twin, 3D BIM and 2D CAD Drawings, IoT, Workplace Engagement Apps and other smart buildings technologies to enhance user experience.
• Collaborate with workplace experience teams to develop mobile and web-based engagement platforms; support automation and predictive analytics to drive workplace efficiency and optimisation.

Qualifications & Skills

• Experience with ITIL v4, Planon IWMS, JIRA Software, JIRA Service Management (JSM), Confluence, and other enterprise systems (ServiceNow, Salesforce, Microsoft 365).
• Strong incident, problem, change, and request management capabilities; familiarity with ITIL v4 practices.
• Experience configuring and administering Planon IWMS and related platforms; ability to manage environments, upgrades, and releases.
• RBAC design and implementation experience; secure, compliant access provisioning and ongoing policy enforcement.
• Strong analytical and troubleshooting skills; ability to develop dashboards and reports for compliance, security, and space/asset insights.
• Experience with Digital Twin, BIM (3D), IoT, and workplace engagement technologies is preferred.
• Excellent collaboration, communication, and problem-solving skills; ability to work with cross-functional teams.
• Openness to growth opportunities and professional certifications (ITIL v4, Planon IWMS, cybersecurity, automation).