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Aim4Hire
Jira/ServiceNow Administrator
Posted 4 months ago
Full-time •Sugar Land, TX
The Jira/ServiceNow Administrator will involve managing, configuring, and maintaining the application platforms to support the organization's project management and ServiceNow environments, issue tracking, and workflow processes, support IT service management (ITSM) and other business processes within the organization. The Jira/ ServiceNow Administrator will be responsible for ensuring the smooth operation and optimal utilization of the environments and optimizing system performance and providing technical support to users to meet the needs of various teams and stakeholders within the organization.
Essential Duties and Responsibilities:1) Customizes Jira workflows, fields, screens, permissions, and notifications to align with the organization's specific project management requirements. Customize and configure ServiceNow modules, workflows, forms, reports, and dashboards to meet the organization's requirements and improve operational efficiency.2) Manages incident and problem management processes within ServiceNow, including ticket routing, escalation, resolution tracking, and root cause analysis to ensure timely incident resolution and service restoration.3) Provides technical support and training to Jira/ServiceNow users, includingtroubleshooting issues, creating user guides, and conducting training sessions to enhance users' understanding and utilization of the platform.4) Collaborates with other IT teams to integrate Jira/ServiceNow with other systems, tools, and applications, such as Confluence, Bitbucket, or third-party plugins, to automate processes, improve data accuracy, enhance cross-functional collaboration, and streamline organizational efficiency.5) Implements change management processes in ServiceNow, including change request creation, approval workflows, scheduling, and tracking to minimize disruptions and ensure compliance with IT policies.6) Obtains the service catalog in ServiceNow, including service offerings, request fulfillment processes, SLAs, and service level agreements to streamline service delivery and enhance user experience.7) Maintains security measures, access controls, and user permissions within Jira to protect sensitive data and ensure compliance with data privacy regulations, while also maintaining documentation related to Jira configurations, processes, best practices, and troubleshooting procedures to facilitate knowledge sharing and ensure consistency.8) Collaborates with a cross-functional team to gather requirements and inputs needed to create standardized reports that can be run and exported, as well as to establish JIRA dashboards for easy high-level snapshots of project progress.9) Creates standardized templates for functional requirements documents, technical architecture documentation, and user stories, and assist with the development of training documentation to roll out JIRA, Confluence, and these requirements documents to our global organizations. Education:• Bachelor's degree in Computer Science, Information Technology, or related equivalent of field and educational experience.
Certification:• Certification in Jira administration required (e.g., Atlassian Certified Professional: Jira Administrator).• ServiceNow Certified System Administrator (CSA) certification is a plus.
Experience:• Five – seven years experience as a Jira Administrator, ServiceNow Administrator, or similar role.
Knowledge, Skills, and Abilities:• In-depth knowledge of Jira administration, configuration, and customization.• Familiarity with Agile methodologies and project management practices.• Strong understanding of IT service management (ITSM) processes and best practices.• Proficiency in configuring and customizing the ServiceNow platform.• Knowledge of Scrum, Kanban and agile practices.• Knowledge of scripting languages (e.g., JavaScript, PowerShell) for automation and customization.• Strong analytical and problem-solving skills.• Excellent communication and interpersonal abilities.
Physical Demands and Work Environment:• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.• The noise level in the work environment is usually moderate.• Our company offers a dynamic hybrid work arrangement, which requires three days on-site, in the Sugar Land, TX office.
