Job Details

ITSM Support Analyst

Remote

The ITSM Support Analyst provides configuration and administrative support of the Atlassian tool suite, including multiple instances of Jira Service Management, Confluence, and Opsgenie. You will assist in the management of Jira setup, creating and organizing projects, configuring the layout, testing workflows, and improving the solution experience. Additionally, role includes user role management, enabling access permissions and privileges. Additional ancillary responsibilities with ITSM includes support and documentation of Incident, Problem, and Change Management processes and activities.

Primary Responsibilities

ITSM Tool Support (including Jira Service Management, Confluence, Opsgenie)

• Create and organize projects: Create new projects, configure the layout, design, workflow, and dashboards
• Manage user access: Assign user roles and privileges, and ensure that each team member has access to the materials they need
• Manage upgrades and improvements: Provide resources for training and upgrades, and manage software improvements
• Evaluate business need: work with business users to evaluate ITSM tool requirements, determine licensing needs, and drive improvements to the ITSM tool experience
• Provide application support: Monitor, respond to, diagnose and troubleshoot ITSM tool issues including on call support for high priority outages
• Subject Matter Expertise: Act as a technical resource to others to resolve problems, issues, errors, queries, and reports as relating to ITSM tooling
• Communicate: Share knowledge with internal and external contacts & users
• Documentation: Generate documentation on ITSM tool, including workflows and processes, to support operational runbooks

ITSM Process Support

• Subject Matter Expertise: Act as a technical resource to others to resolve problems, issues, errors, queries, and reports as relating to ITSM / ITIL based processes
• Follow and support defined ITIL based processes including Incident, Problem, and Change Management process and workflows

Assist Problem Management To

• Assist Incident Management by attending war rooms when paged for incident response
• Analyze and drive Problem ticket process including root cause analysis
• Ensure that sufficient information is available with each problem ticket to proceed with the analysis and resolution
• Ensure all problem records are managed to agreed Operating and Service Level agreements
• Ensure all problem record records maintain quality

Assist Change Management To

• Manages changes/updates to the processes as applicable for the project.
• Support Change process including related documentation, change review representation, and support readiness
• Maintain a forward schedule of change

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High School Diploma or GED
• 1+ years supporting and integrating Jira and Confluence with ability to create complex JIRA workflows, screen schemes, permission schemes, and notification schemes
• 2+ years of experience supporting applications in an enterprise environment
• Experience monitoring IT systems applications
• Demonstrated critical analysis of systems applications and a history of proven troubleshooting skills

Preferred Qualifications

• Bachelor's Degree or higher
• Certification including Atlassian, ITIL, PMP, SDLC, or PMI certifications
• Experience with multiple ITSM systems