ITSM Platform Administrator

Loenbro•Gilbert, AZ

4h•Onsite

About The Position

Loenbro is a trusted, long-term construction lifecycle partner to thousands of customers across the U.S. Our market spans all industries and our service offerings include Critical Electrical, Mechanical & Structural, Soft Crafts, Inspection, Underground Maintenance and Installation, and Fabrication. Our expertise lies in simplifying the complex and establishing long-standing relationships with our partners. We have a national presence but a local approach—every customer benefits from our capabilities and our care. At Loenbro, we don’t just offer jobs—we build careers grounded in integrity, teamwork, excellence, and purpose. Join a team where your expertise is valued, your growth is supported, and your work helps maintain and enhance the critical infrastructure that powers communities across the nation. The ITSM Platform Administrator serves as the technical owner of the organization's IT Service Management platform, with primary responsibility for the configuration, administration, and continuous improvement of Jira Service Management (JSM). This role ensures the platform aligns with ITIL best practices, supports operational efficiency, and delivers a high-quality experience for both end users and IT staff across all business units, including field and frontline operations. The administrator is also responsible for maintaining platform health, ensuring high availability, and driving ongoing adoptions across the organization.

Requirements

3+ years of hands-on Jira Service Management administration experience in an enterprise environment
Strong understanding of ITIL 4 frameworks and how they map to JSM workflows
Proficiency with JSM project types (company-managed and team-managed), automation rules, SLA configuration, and customer portal customization
Experience managing Atlassian Cloud or Data Center deployments
Familiarity with scripting and automation tools such as Jira Automation, ScriptRunner, or REST API usage
Strong written and verbal communication skills; ability to translate technical configurations into user-friendly documentation

Nice To Haves

Bachelor’s degree in computer science, business administration, or related discipline; equivalent experience may be considered.
Atlassian Certified Professional (ACP) in Jira Service Management or equivalent certification
ITIL 4 Foundation certification or higher
Experience integrating JSM with Microsoft 365, Entra ID, or Defender ecosystems
Familiarity with asset and configuration management tools, including JSM Assets or similar CMDB platforms
Experience in construction, industrial services, energy, or field-operations environments

Responsibilities

Administer and maintain Jira Service Management including project configuration, request type management, workflows, SLA schemes, automation rules, and permission schemes
Manage user accounts, roles, groups, and licensing across the JSM environment
Design and maintain service catalogs, queues, and customer portal configurations to support end-user self-service
Perform regular audits of platform configuration, data integrity, and access controls; manage version upgrades and releases in coordination with Atlassian’s roadmap
Collaborate with IT leadership and stakeholders to design and optimize ITSM workflows aligned to ITIL disciplines, including Incident, Problem, Change, and Request Management
Translate business and operational requirements into platform configurations, minimizing custom development where possible
Document all configurations, workflows, and standard operating procedures
Manage integrations between Jira Service Management and adjacent tools such as monitoring platforms, asset management systems, identity providers, and communication tools (e.g., Microsoft Teams)
Support API-based integrations and evaluate native marketplace apps and plugins to extend platform capability
Coordinate with vendors and Atlassian support as needed for issue resolution and roadmap alignment
Build and maintain dashboards and reports to track key ITSM metrics including ticket volume, SLA compliance, resolution times, and customer satisfaction scores
Provide regular operational reporting to IT leadership and business stakeholders
Identify trends and proactively recommend process or platform improvements based on data
Serve as the subject matter expert and escalation point for platform-related issues
Develop and deliver training materials and onboarding guides for IT staff and end users
Maintain a knowledge base to support self-service resolution and reduce repeat ticket volume