[Hiring] ITSM Administrator @Delan Associates

Role Description

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 client's Health AI chatbot while working to automate and integrate the bot with applications and systems.

• Gather requirements for business processes, and determine ways to optimize/improve JIRA/Confluence/Service Management build and configure.
• Provide application support for JIRA and Confluence to IT and 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.

Qualifications

• 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.

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 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.