Service Management Specialist

AE Perkins•Dallas, TX

11h•$70,000

About The Position

We are seeking a Service Management Specialist to serve as the backbone of our service delivery operations. This role is perfect for a platform power-user who understands that tools like Jira Cloud and Zendesk are most effective when aligned with global best practices. You will be responsible for ensuring our technical and support teams are aligned with systems using best practices across the board.

Requirements

Advanced troubleshooting skills for a range of issues across service management platforms and related systems (Atlassian Cloud, Zendesk, Trello)
Experience with JQL (Jira Query Language) for advanced reporting.
Experience setting up Zendesk triggers and automations to reduce manual ticket handling.
Familiarity with API-based integrations between SaaS tools.
Plugin Management: Proven experience implementing and maintaining third-party integrations or marketplace apps to solve specific business needs.
Excellent written and verbal communication skills, capable of explaining technical information to all levels of the organization
Proven ability to provide technical guidance and training to less-experienced team members
Strong project management skills, with the ability to lead smaller projects or support larger initiatives
Excellent time management skills, with the ability to manage multiple priorities under pressure
Associate degree in computer science or equivalent experience required. Bachelor’s degree preferred.
Platform Expertise: 4+ years of experience with Jira Cloud and Zendesk administration.
Framework Knowledge: Strong working knowledge of ITIL 4 (Certification preferred).
Experience with project management, advanced troubleshooting, and technical support for complex issues.

Responsibilities

ITIL Process Alignment: Implement and manage core ITIL processes within the Jira and Zendesk environments, specifically:
Incident Management: Streamlining ticket intake and escalation.
Change Enablement: Managing the lifecycle of all changes to minimize risk.
Problem Management: Identifying root causes and preventing recurring incidents.
Service Request Management: Maintaining a high-velocity service desk for standard requests.
Ecosystem Expansion: Evaluate, install, and configure third-party plugins from the Atlassian Marketplace and Zendesk App Marketplace to extend platform functionality (e.g., advanced reporting, asset management, or time tracking).
Platform Administration: Act as the primary admin for Jira Cloud and Zendesk, ensuring high availability and optimal performance.
Integrated Workflows: Manage the "bi-directional" flow of information between Zendesk (Customer Support) and Jira (Product/Engineering) to ensure developers have full context on customer issues.
Project Management and Coordination:
Lead smaller service management projects or own components of larger projects, coordinating with various teams to ensure successful implementation
Document, maintain, and improve troubleshooting guides, "how-to" procedures, and support documentation
Be available for on-call support, as assigned by the manager, in emergency situations
Mentoring and Team Support:
Provide guidance and mentorship to other employees, helping them grow their proficiency and understanding of best practices within service management systems
Stay up-to-date with emerging IT trends and technologies, proactively recommending new solutions to improve the team's effectiveness
Perform other duties as assigned by the manager

Benefits

Medical Insurance
Vision Insurance
Dental Insurance
401(k) Matching
Flexible Spending Accounts
Health Savings Accounts
Disability & Life Insurance
Employee Assistance Program
LegalShield
ID Shield
Commuter Reimbursement Plan
Tuition Reimbursement
Bonus Pay - This position falls under our “Corporate Bonus Plan” which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment.
Wellable membership
Telescope Health (telehealth) through Accresa
Intellect (mental health) application
Employee engagement activities, including voluntary events, raffles, book club, and more!