Senior ITSM Administrator Overland Park, KS

Company Overview:
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.

This is a contract-to-hire opportunity with one of Arctiqs clients and requires a hybrid arrangement based in Overland Park KS.

The Senior ITSM Administrator is responsible for the administration governance optimization and strategic evolution of the organizations 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.

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

• Bachelors 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 foryour interest in joining the Arctiq team! While we welcome all applicants only those who are selected for an interview will be contacted.

Required Experience:

Senior IC