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Jira Service Management (JSM) Administrator

New York, New York, United States

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

The Diligent Business Technology (BT) System Engineering team is looking for a Jira Service Management Administrator to join our team. The ideal candidate will be responsible for administering, configuring, and maintaining our Jira Service Management platform, with knowledge of the Atlassian ecosystem including Jira and Confluence, to ensure optimal performance and user satisfaction. You will collaborate with various departments to streamline workflows, support processes, and implement best practices. Excellent communication skills and the ability to set and manage expectations are key to be successful in this role. This individual thrives in a fast-paced and high energy environment that will continue to scale, drive automation, and efficiencies.   

Key Responsibilities  

  • System Administration: Manage the Jira Service Management platform, including user accounts, permissions, and roles. 
  • Configuration and Customization: Configure and customize Jira projects, workflows, issue types, screens, fields, and notifications to meet organizational needs. 
  • Integration: Integrate Jira with other tools and systems to enhance Jira’s functionality and support the organization’s needs. 
  • Support and Troubleshooting: Provide technical support to end-users, troubleshoot issues, and resolve system-related problems in a timely manner. 
  • Training and Documentation: Develop and deliver training sessions for staff and create comprehensive documentation for system usage and best practices. 
  • Continuous Improvement: Identify opportunities for process improvements and implement enhancements to increase efficiency and effectiveness. 
  • Reporting and Analytics: Generate and analyze reports to monitor system performance, identify trends, and support decision-making processes. 
  • Configuring Workflows: Setting up and customizing workflows to match the team’s processes and ensure smooth project management. 
  • Security: Ensure security best practices are followed and implemented across all aspects of JSM. 

 

Qualifications and Competencies 

  • Bachelor’s degree in computer science/ engineering/ information technology preferred. 
  • Positive attitude and a big appetite to provide/enhance world class executive/employee experience. 
  • Minimum of 3 years of experience in administering Jira Service Management. 
  • Knowledge of the Atlassian ecosystem including Jira and Confluence. 
  • Strong written and verbal skills and ability to communicate at technical and business levels.  
  • Experience relaying sensitive information to appropriate parties. Keeps clients, superiors, and peers updated based on their information needs. 
  • Excellent multi-tasking skills. Prioritize and perform a variety of concurrent tasks with minimal direction. 
  • Knowledge of scripting languages and familiarity with REST APIs. 
  • Jira Administrator or ITIL certification is required. 

 

U.S pay range

$110,000 - $130,000 USD

What Diligent Offers You 

  • Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

 

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.

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