ITSM Manager - Atlassian

ITSM Manager (Atlassian Cloud)

Full time (40 hours per week)

Remote

W2 position only - not seeking submissions from outside agencies

CDW is seeking an experienced ITSM Manager to oversee the design, configuration, and maintenance of IT Service Management (ITSM) processes within the Atlassian Cloud ecosystem, including JIRA, Confluence, and Jira Service Management (JSM). The ideal candidate will have expertise in building ITSM capabilities, implementing Incident, Problem, Change, and Service Request Management, and integrating CMDB functionalities within Atlassian's JSM. You will leverage ITIL frameworks and Agile methodologies to optimize ITSM workflows, enhance service delivery, and drive continuous improvement.

Key Responsibilities:

• Administer Atlassian Cloud (JIRA, Confluence, JSM), optimizing ITSM processes and automating workflows.
• Lead the migration from ServiceNow to Atlassian JSM, mapping and migrating ITSM processes and data.
• Design and configure CMDB, service desk portals, queues, SLAs, and reporting in JSM.
• Develop custom scripts, API integrations, and automation to streamline ITSM processes.
• Provide user support, conduct training, and ensure seamless collaboration across teams.
• Manage integrations with third-party tools and monitor system performance to ensure stability.
• Maintain compliance with security policies, user roles, and governance frameworks.

Qualifications:

• 5 years of experience in ITSM management and Atlassian administration.
• Must have experience with ServiceNow and led a migration from ServiceNow to Atlassian JSM.
• Strong knowledge of ITIL v3/v4 and hands-on expertise with JIRA, JSM, Confluence, and CMDB.
• Experience with JIRA Service Management automation, scripting (Groovy, JavaScript, PowerShell), and API integrations.
• Excellent stakeholder management and communication skills.

Preferred:

• Experience integrating Atlassian with monitoring tools (e.g., Splunk, SolarWinds).
• Familiarity with Agile, DevOps, and cloud platforms (AWS, Azure).

#dice

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