Senior ITSM Administrator - Overland Park, KS

Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

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. 

Key Responsibilities

Atlassian Platform Administration & Governance

• 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.

Jira Service Management & ITSM Operations

• 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.

Confluence Knowledge Management

• 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.

AI & Intelligent Service Desk Initiatives

• 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.

Integrations, Automation & Platform Engineering

• 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.

Training & Stakeholder Engagement

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.

We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.