Senior ITSM Administrator - Overland Park, KS

Arctiq•Leawood, KS

1d•Hybrid

About The Position

The Senior ITSM Administrator is responsible for the administration, governance, optimization, and strategic evolution of the organization’s Atlassian ecosystem, including Jira Software, Jira Service Management (JSM), Confluence, and related integrations. This role serves as the primary technical owner of the Atlassian platform, leading workflow design, automation, ITSM process improvement, knowledge management, and AI-driven service desk initiatives. The ideal candidate brings deep expertise in Atlassian Cloud administration, ITSM best practices, automation, integrations, and enterprise governance. This individual will partner closely with IT leadership, Security, Infrastructure, Identity & Access Management, Compliance, and business stakeholders to deliver scalable, secure, and efficient service management solutions across the enterprise. This is a contract-to-hire opportunity with one of Arctiq's clients and requires a hybrid arrangement based in Overland Park, KS.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
7+ years of hands-on experience administering Jira Software, Jira Service Management, and Confluence in enterprise environments.
Deep expertise with Jira workflows, automation, permissions, dashboards, reporting, and ITSM processes.
Experience administering Atlassian Cloud environments, including security, app management, and user provisioning.
Strong scripting and automation experience using Jira Automation, ScriptRunner (Groovy), REST APIs, and webhooks.
Experience implementing ITIL-aligned ITSM processes including Incident, Change, Problem, and Service Request Management.
Experience integrating Atlassian products with identity platforms such as SailPoint and Microsoft Entra ID.
Strong communication and stakeholder management skills.
Experience supporting regulated environments with audit and compliance requirements such as SOX, SOC 2, or NYDFS.

Nice To Haves

Atlassian Certified Professional certifications (ACP-100, ACP-120, ACP-420/520, or equivalent).
ITIL 4 Foundation certification or higher.
Experience with Atlassian Rovo AI, Atlassian Intelligence, or AI-enabled ITSM platforms.
Experience with JSM Assets (Insight), CMDB management, and cloud infrastructure integrations.
Familiarity with Atlassian Cloud migrations and ServiceNow-to-JSM transitions.
Experience integrating Atlassian products with DevOps tools such as GitLab or Bitbucket.
Experience mentoring junior administrators or leading platform initiatives.

Responsibilities

Serve as the lead administrator for Jira Software, Jira Service Management, and Confluence Cloud.
Manage workflows, screen schemes, custom fields, permission models, notifications, issue security, project templates, and platform-wide configurations.
Establish and enforce governance standards, naming conventions, and best practices to ensure scalability, audit readiness, and platform consistency.
Administer user provisioning, licensing, and role-based access integrations with Microsoft Entra ID and SailPoint IdentityNow.
Evaluate, implement, and maintain Atlassian Marketplace applications and plugins.
Monitor platform health, performance, security, and capacity planning.
Maintain platform backup, recovery, and disaster recovery strategies.
Lead the configuration and continuous improvement of JSM Service Desk operations, including request types, queues, SLAs, routing rules, approvals, and customer portals.
Manage ITSM workflows for Incident, Change, Problem, Request, and Service Catalog Management aligned to ITIL standards.
Build and maintain advanced automation for ticket routing, escalations, approvals, and cross-platform integrations.
Support multi-channel ticket intake, including portal, email, and Slack integrations.
Develop dashboards, reporting, and analytics for operational visibility and SLA performance tracking.
Ensure compliance with audit and regulatory requirements including SOX, SOC 2, and NYDFS.
Administer Confluence spaces, permissions, templates, and documentation standards.
Develop and maintain integrated knowledge bases to support self-service and ticket deflection initiatives.
Establish governance for content lifecycle management, archival standards, and documentation consistency.
Support operational runbooks, SOPs, and technical documentation across Technology teams.
Lead the evaluation and rollout of Atlassian Rovo AI and Atlassian Intelligence capabilities.
Implement AI-driven ticket routing, agent-assist recommendations, and conversational ticket creation features.
Partner with AI governance and security teams to ensure compliance with organizational policies and data privacy standards.
Define and report on KPIs related to AI-enabled service desk performance, automation efficiency, and user experience.
Design and support integrations between Atlassian products and enterprise systems including Slack, GitLab, Dynatrace, CrowdStrike, Microsoft 365, AWS, Entra ID, and SailPoint.
Develop and maintain REST API integrations, webhooks, Jira Automation, and ScriptRunner customizations.
Administer JSM Assets (Insight) and CMDB-related configurations.
Support DevOps and CI/CD workflow integrations for automated change management and deployment tracking.
Provide training and guidance to end users, project administrators, service desk teams, and leadership.
Serve as the primary escalation point for Atlassian platform support and troubleshooting.
Advise leadership on platform strategy, licensing optimization, roadmap planning, and emerging capabilities.
Manage relationships with Atlassian vendors, implementation partners, and consultants.