IT Service Management Platform Lead - onsite Plano, TX

Welltower™ Inc. (NYSE:WELL) • Plano, TX

1d • Onsite

About The Position

The ITSM Platform Lead is an experienced and highly collaborative professional responsible for the configuration, administration, optimization, and governance of Jira and Jira Service Management (JSM) across the organization. This role plays a critical part in enabling scalable, compliant, and efficient work management processes that support operational, technology, and business teams, including internal stakeholders and external managed service providers (MSPs).

The ideal candidate brings deep technical expertise in Jira administration combined with strong business acumen, allowing them to translate complex operational needs into well-designed workflows, automations, reporting, and integrations. This role operates in a high-demand, performance-driven environment and partners closely with stakeholders and service operators to ensure Jira solutions align with enterprise strategy, compliance requirements, and evolving operational needs.

Requirements

• Deep expertise administering Jira and Jira Service Management in an enterprise environment
• Strong understanding of workflow design, automation logic, permissions, and SLA configuration
• Ability to manage multiple projects and competing priorities effectively
• Excellent interpersonal, communication, and stakeholder management skills
• Strong documentation, analytical, and problem-solving capabilities
• Solid understanding of agile, ITSM, and service delivery best practices
• Minimum of 2+ years of hands-on Jira administration experience
• Proven experience supporting complex, multi-project Jira environments
• Experience designing and supporting intake, approval, and service workflows
• Bachelor’s degree in Information Systems, Business, Technology, or a related field preferred
• Atlassian Jira Administration certification(s) strongly preferred; candidates must be willing and able to obtain certification within 6 months of hire if not already certified

Nice To Haves

• Experience working in regulated or SOX-compliant environments preferred
• Experience supporting integrations (APIs) and enterprise reporting tools preferred
• Agile, ITIL, or project management certifications are a plus

Responsibilities

• Administers and maintains Jira and Jira Service Management projects, including company-managed and team-managed configurations
• Designs, configures, and governs workflows, issue types, request types, fields, screens, permissions, roles, SLAs, integrations, and automations
• Establishes and enforces Jira governance standards, best practices, and naming conventions across projects
• Manages user access, roles, groups, and permission schemes to ensure security, compliance, auditability, and appropriate data separation across teams and external partners
• Partners with business, operations, IT, and support teams to understand requirements and translate them into scalable Jira solutions
• Designs and maintains complex Jira automations to streamline intake, approvals, escalations, notifications, and lifecycle management
• Continuously evaluates and improves workflows to reduce friction, eliminate manual effort, and improve cycle times
• Designs and configures workflows to support change and release management processes, including approvals, risk assessment, scheduling, and implementation tracking
• Develops and maintains dashboards, filters, and reports to support operational visibility, SLA tracking, and executive reporting
• As part of executive reporting, (e.g., Power BI) ensures Jira data is structured, reliable, and optimized while creating and maintaining additional reports with third party reporting tools
• Ensures data quality and consistency across projects to support accurate metrics and decision-making
• Develops strong working relationships with cross-functional stakeholders, including internal teams and external service providers, to support strategic objectives
• Actively engages service operators and end users to gather feedback on workflows, request design, and platform usability
• Continuously incorporates feedback to ensure the JSM platform remains aligned with real-world operational needs and evolving service delivery models
• Serves as a trusted advisor on Jira capabilities, limitations, and best-practice usage
• Supports change management by communicating platform updates, enhancements, and process changes
• Develops and maintains Jira documentation, job aids, and standard operating procedures
• Delivers training and enablement sessions to administrators, agents, and business users
• Provides advanced Jira support and troubleshooting, partnering with internal support teams and Atlassian vendors as needed
• Anticipates and mitigates risks related to configuration changes, access, and data integrity
• Supports SOX and audit requirements by maintaining appropriate controls, documentation, and approval processes
• Ensures platform configurations support secure, compliant operations across multiple teams and service providers
• Champions continuous improvement by identifying opportunities to enhance usability, scalability, and value realization

Benefits

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Comprehensive and progressive Medical/Dental/Vision options
• Professional Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees