Senior IT Support Analyst & JSM Admin (Onsite)

10X Health System; Scottsdale (AZ); On-site; USD 85,000 - 95,000; Full time

Job summary

10X Health System in Scottsdale, AZ is seeking a Technical Support Senior Analyst to drive the evolution of our customer and patient wellness platforms, ensuring data accuracy and system reliability. You will own escalated ticket management across IT and operations, manage Jira Service Management, and partner with cross-functional teams to resolve root causes and improve user experience.

This onsite role requires 3–5+ years in software support, Jira admin experience, ITIL4 is a plus, and a

Qualifications

• 3-5+ years in a client/user-facing Software Support or Quality Assurance role.
• Hands-on Jira Service Management (JSM) administration experience — workflows, automation rules, fields/forms, queue and permission configuration — is required.
• ITIL 4 certification a strong plus; healthcare data privacy familiarity preferred.
• Prior experience owning a vendor relationship, leading projects, or informally mentoring teammates — even without a formal management title — is a strong plus.
• Bachelor's degree in a relevant field (computer science, healthcare management, or related discipline) preferred.

Responsibilities

• Own escalated helpdesk ticket management across IT and Customer/Operations queues.
• Take ownership of vendor relationships on a defined progression with patch/update coordination.
• Maintain and evolve ticket categorization taxonomy; partner with AI/automation initiatives to reduce manual work.
• Administer Jira Service Management (JSM) directly — workflows, fields, forms, automation rules, queue configuration, and user/agent provisioning.
• Maintain accurate, current documentation of technical processes, configurations, and issue-resolution procedures; contribute to Knowledge Base articles and SOPs.
• Implement and maintain data security measures in compliance with healthcare industry and data privacy regulations.
• Participate in QA activities, including testing and validation of new or modified features and processes.
• Serve as a key stakeholder in the end-to-end software development lifecycle, ensuring high-quality, timely delivery of solutions.
• Define and uphold SLAs with clear, proactive communication on status and resolution.
• Mentor and coach Tier 1 team members on complex technical challenges; conduct 1:1s.
• Build and own reporting — synthesize team activity into leadership-ready summaries.
• Identify recurring problems, perform root cause analysis and drive permanent fixes with automation focus.

Skills

Customer support principles

Analytical mindset

Documentation

Mentorship skills

Communication

Education

Bachelor's degree

Tools

Jira Service Management

Job description

10X Health System in Scottsdale, AZ is seeking a Technical Support Senior Analyst to drive the evolution of our customer and patient wellness platforms, ensuring data accuracy and system reliability. You will own escalated ticket management across IT and operations, manage Jira Service Management, and partner with cross-functional teams to resolve root causes and improve user experience.

This onsite role requires 3–5+ years in software support, Jira admin experience, ITIL4 is a plus, and a