Atlassian Administrator (12 Month Contractor)

The IT Service Management team is at the center of standardizing the methods, tools, and procedures for proficient and prompt handling of all IT Service Management toolset. You will help define critical success factors (CSFs) for organizational objectives and then define KPIs for the CSFs, for more granular and transparent measurement and assessment. You will ensure that the selected ITSM/service desk tools are able to capture demand for incident resolution and service requests.

In this role, you will be responsible for implementation, configuration, and providing technical support for our IT Service Management (ITSM) toolset (Jira Service Management, Jira, Confluence), as well as implementing and maintaining selected ITIL practices.

Additionally, you will serve as the Atlassian tools administrator for the organization.

Reporting to the Director, IT, IT Service Management you will:

• Provide technical support for our ITSM tools, Jira Service Management, Jira, Confluence, and other Atlassian products and add-ons.
• Serve as the Atlassian tools administrator for the organization, ensuring that our Atlassian tools are configured and integrated with other systems and tools.
• Work closely with the IT and development teams to ensure that our ITSM tools are functioning optimally and meeting the needs of our users.
• Train users on how to use our ITSM tools and ITIL processes.
• Assist in creating and maintaining the company’s CMDB, the Service Catalogue, and Knowledge base articles and Knowledge of assets, asset query language and use in automations.
• Develop and maintain documentation for our ITSM tools and ITIL processes.
• Implement selected General and Service Management ITIL practices.
  • Lead efforts in implementing and maintaining Knowledge management, Availability management, Monitoring and Event management, Asset management, and Service Configuration management.
• Provide coverage for the CAB meeting and DR exercises, in absence of Change/Service Continuity manager

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