ITSM Administrator

Luminis Health; Annapolis (MD); On-site; USD 66,669 - 100,004; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Retirement Plan

Paid Time Off

Tuition Assistance Benefits

Employee Referral Bonus Program

Paid Holidays

Wellness Programs

Employee Assistance Programs

Job summary

Luminis Health is seeking an ITSM Administrator to provide configuration and administrative support for the Cloud-based Atlassian tool suite including JIRA and Confluence. The role requires a minimum of five years in IT and at least three years of JIRA experience. Responsibilities include gathering requirements, optimizing configurations, and assisting with chatbot integrations. The position offers a comprehensive benefits package and a salary range of $66,669 to $100,004. Candidates must have good customer service skills and work well under pressure.

Qualifications

• Minimum of five years in the IT field required.
• At least three years of JIRA experience required.
• Understanding of JIRA APIs and webhooks.

Responsibilities

• Gather requirements for business processes and optimize JIRA configuration.
• Provide application support for JIRA and Confluence.
• Support and configure JIRA plugins as required.

Skills

JIRA experience

IT customer support experience

Excellent customer-service skills

Presentation skills

Ability to work under pressure

Education

Associate’s Degree

Bachelor’s Degree (preferred)

Tools

JIRA

Confluence

UNIX

ITIL certifications

Job description

Position Objective

The ITSM administrator provides configuration and administrative support of the Cloud-based Atlassian tool suite, including multiple Jira, Confluence, and key third‑party add‑ons. This role will also assist and play a vital role in automation with the Luminis Health AI chatbot while working to automate and integrate the bot with applications and systems.

Essential Job Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Gather requirements for business processes, and determine ways to optimize and improve JIRA/Confluence/Service Management build and configuration
• Provide application support for JIRA and Confluence to the rest of the business
• Create JIRA projects, queries and reports as required or requested
• Support JIRA and Confluence users
• Work with business users to evaluate JIRA and Confluence plug‑ins, determine licensing needs, and perform testing, installation and configuration of the plug‑ins
• Utilize design skills to define JIRA workflows and the related screen schemes for complex and high‑impact projects
• Support and configure JIRA plugins as required
• Generate documentation on workflows and processes implemented in JIRA
• Work with AI chatbot vendor for continuous improvement and integration
• Provide support for chatbot issues/optimizations while working closely with leadership and the vendor

Educational / Experience Requirements

• Associate’s Degree required (Bachelor’s preferred)
• Minimum of five years in the IT field required
• At least three years of JIRA experience required
• Computer proficiency and aptitude; IS/IT customer support experience (minimum five years)
• JIRA, UNIX, ITIL certifications preferred
• Two years in Healthcare IT preferred
• Understanding of JIRA APIs and webhooks
• Excellent customer‑service skills (oral and written); presentation skills and aptitude; ability to handle multiple tasks; ability to work individually and as a team member; ability to work under pressure
• Required to work in multiple locations; must provide own transportation to each location

Physical Demands

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

There is a reasonable expectation that employees in this position will not be exposed to blood‑borne pathogens.

Pay Range

$66,669.36—$100,004.04 USD

Luminis Health Benefits Overview

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full‑time employees
• Wellness Programs
• Employee Assistance Programs and more
• Benefit offerings based on employment status