ITSM Administrator

Delan Associates, Inc; Arizona; Hybrid; USD 70,000 - 105,000; Full time

Job summary

Delan Associates, Inc is seeking an ITSM Administrator to manage and optimize the Cloud-based Atlassian toolset (Jira, Confluence) and related add-ons. The role supports IT and business users, builds Jira projects and workflows, and collaborates with an AI chatbot vendor for automation and integration.

The ideal candidate has at least five years in IT and strong customer service and communication skills. Healthcare IT exposure and familiarity with Jira APIs are a plus.

Qualifications

• AA or Associates Degree required; BA/BS preferred.
• Minimum of 5 years in the IT field.
• At least 3 years of JIRA experience.
• ITIS/ITIL certifications preferred.
• 2 years in Healthcare IT preferred.
• Understanding of JIRA APIs and webhooks.
• Excellent customer service skills (oral and written).

Responsibilities

• Gather requirements for business processes, and determine ways to optimize JIRA/Confluence/Service Management build and configure.
• Provide application support for JIRA and Confluence to IT the rest of the business.
• Create JIRA projects, queries and reports as required or requested.
• Support JIRA and Confluence users.
• Evaluate JIRA plug-ins, determine licensing needs, and test/install/configure plug-ins.
• Define JIRA workflows and screen schemes for complex/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 with leadership and vendor.

Skills

Customer service skills

Communication skills

Presentation skills

Ability to handle multiple tasks

Teamwork

Ability to work under pressure

Education

AA or Associates Degree

BA/BS preferred

Tools

JIRA

Confluence

UNIX

ITIL

Job description

Job Description:

Title: ITSM Administrator

Position Objective:

The ITSM administrator provides configuration and administrative support of the Cloud‑based Atlassian tool suite, including multiple Jira, Confluence, and key 3rd party add‑ons. This role will also assist and play a vital role in Automation with the the client's 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:

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

Educational/Experience Requirements:

• AA or Associates Degree required; (BA/BS preferred)
• Minimum of 5 years in the IT field required.
• At least 3 years of JIRA experience required.
• Computer proficiency and aptitude IS/IT customer support experience (minimum 5 years).
• JIRA, UNIX, ITIL certifications preferred.
• 2 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 member of a team. Ability to work under pressure.
• Required to work in multiple locations must provide own transportation to each location.

Required License/Certifications:

Working Conditions, Equipment, Physical Demands: There is a reasonable expectation that employees in this position will not be exposed to blood‑borne pathogens. Physical Demands – Medium Duty 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. The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.