ITSM Associate

Bayview Asset Management, LLC; Coral Gables (FL); On-site; USD 110,000 - 160,000; Full time

Job summary

Bayview Asset Management, LLC is seeking an ITSM Manager to lead ITIL-aligned service management initiatives and Atlassian platform administration (Jira, JSM, Confluence, Bitbucket). You will drive process design, governance, and CSI across IT and development teams.

The role focuses on incident, problem, change, and knowledge management, plus integration with CI/CD pipelines and cloud platforms. Strong leadership and stakeholder collaboration are essential.

Qualifications

• The role requires deep ITSM process expertise with Atlassian platform administration.
• Experience aligning ITIL processes to Jira/JSM workflows and automation.
• Ability to define governance, KPIs, SLAs/OLAs and dashboards.
• Proven track record leading ITSM teams and cross-functional collaboration.

Responsibilities

• Define, implement, and mature ITSM processes across ITIL domains.
• Establish governance, KPIs, and SLAs to measure service performance.
• Drive CSI initiatives with data-driven insights and metrics.
• As product owner for Jira/JSM, Confluence, and Bitbucket platforms.
• Design and maintain workflows, permissions, and automation.
• Lead standardization and integration across business units.
• Manage upgrades, plugins, and integrations within Atlassian ecosystem.
• Translate ITSM processes into scalable Jira/JSM workflows and pipelines.
• Implement self-service catalogs and knowledge base integrations.
• Integrate Atlassian tools with CI/CD, AWS/Azure, and enterprise systems.
• Mentor ITSM analysts, admins, and platform engineers.
• Collaborate with DevOps, Engineering, Security, and stakeholders.
• Act as escalation point for major incidents and service disruptions.
• Develop dashboards and reporting for MTTR, SLA, and change metrics.
• Provide executive-level reporting and actionable recommendations.
• Ensure ITSM processes comply with SOX and security standards.

Skills

ITIL

Jira

Jira Service Management

Confluence

Bitbucket

Atlassian Admin

Incident management

Problem management

Change management

Service delivery optimization

CSI - continuous service improvement

Leadership

Stakeholder collaboration

Metrics & reporting

Tools

Jira

Jira Service Management

Confluence

Bitbucket

AWS

Azure

Job description

Overview

ABOUT US

Founded in 1993, Bayview Asset Management is an investment management firm focused on investments in mortgage and consumer credit, including whole loans, asset-backed securities, mortgage servicing rights, and other credit-related assets.

Position Summary

The ITSM Manager is responsible for leading the design, implementation, and continuous improvement of IT Service Management processes, with a strong emphasis on the Atlassian ecosystem (Jira, Jira Service Management, Confluence, Bitbucket). This role ensures alignment with ITIL best practices while optimizing service delivery, operational efficiency, and developer collaboration workflows.

The ideal candidate combines deep ITSM process expertise with hands-on Atlassian platform administration and integration experience.

Responsibilities

• Define, implement, and mature ITSM processes aligned with ITIL frameworks, including Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Establish governance frameworks, KPIs, and SLAs/OLAs to measure and improve service performance.
• Drive continuous service improvement (CSI) initiatives using data-driven insights and performance metrics.
• Serve as product owner for the Atlassian platform, including Jira, Jira Service Management (JSM), Confluence, and Bitbucket.
• Design, configure, and maintain workflows, automation rules, permission models, and system schemas.
• Lead platform standardization, optimization, and integration efforts across business units.
• Manage system upgrades, plugins, and integrations within the Atlassian ecosystem.
• Translate ITSM processes into scalable Jira/JSM workflows and automation pipelines.
• Implement self-service capabilities, service catalogs, and knowledge base integrations.
• Integrate Atlassian tools with CI/CD pipelines, cloud platforms (AWS, Azure), and enterprise systems.
• Lead and mentor ITSM analysts, administrators, and platform engineers.
• Collaborate with DevOps, Engineering, Security, and business stakeholders to align service delivery objectives.
• Act as an escalation point for major incidents and service disruptions.
• Develop dashboards and reporting frameworks to track key service metrics (e.g., MTTR, SLA compliance, change success rate).
• Provide executive-level reporting and actionable recommendations.
• Ensure ITSM processes comply with regulatory and security standards (e.g., SOX