Senior ITSM Administrator - Overland Park, KS

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    "location": {
      "city": "Overland Park",
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      "postalCode": "66211",
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    "datePosted": "2026-05-17",
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    "description": "<p><span>Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking &amp; Connected Experiences, Cybersecurity, Data &amp; AI, Autonomous Operations &amp; 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.</span></p>\n<p><br></p>\n<p>The Senior ITSM Administrator is responsible for the administration, governance, optimization, and strategic evolution of the organization’s 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.</p>\n<p><br></p>\n<p>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 &amp; Access Management, Compliance, and business stakeholders to deliver scalable, secure, and efficient service management solutions across the enterprise.</p>\n<p><br></p>\n<p>This is a contract-to-hire opportunity with one of Arctiq's clients and requires a hybrid arrangement based in Overland Park, KS. </p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-size: 12pt\">Atlassian Platform Administration &amp; Governance</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Serve as the lead administrator for Jira Software, Jira Service Management, and Confluence Cloud.</span></li>\n<li><span style=\"font-size: 12pt\">Manage workflows, screen schemes, custom fields, permission models, notifications, issue security, project templates, and platform-wide configurations.</span></li>\n<li><span style=\"font-size: 12pt\">Establish and enforce governance standards, naming conventions, and best practices to ensure scalability, audit readiness, and platform consistency.</span></li>\n<li><span style=\"font-size: 12pt\">Administer user provisioning, licensing, and role-based access integrations with Microsoft Entra ID and SailPoint IdentityNow.</span></li>\n<li><span style=\"font-size: 12pt\">Evaluate, implement, and maintain Atlassian Marketplace applications and plugins.</span></li>\n<li><span style=\"font-size: 12pt\">Monitor platform health, performance, security, and capacity planning.</span></li>\n<li><span style=\"font-size: 12pt\">Maintain platform backup, recovery, and disaster recovery strategies.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Jira Service Management &amp; ITSM Operations</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Lead the configuration and continuous improvement of JSM Service Desk operations, including request types, queues, SLAs, routing rules, approvals, and customer portals.</span></li>\n<li><span style=\"font-size: 12pt\">Manage ITSM workflows for Incident, Change, Problem, Request, and Service Catalog Management aligned to ITIL standards.</span></li>\n<li><span style=\"font-size: 12pt\">Build and maintain advanced automation for ticket routing, escalations, approvals, and cross-platform integrations.</span></li>\n<li><span style=\"font-size: 12pt\">Support multi-channel ticket intake, including portal, email, and Slack integrations.</span></li>\n<li><span style=\"font-size: 12pt\">Develop dashboards, reporting, and analytics for operational visibility and SLA performance tracking.</span></li>\n<li><span style=\"font-size: 12pt\">Ensure compliance with audit and regulatory requirements including SOX, SOC 2, and NYDFS.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Confluence Knowledge Management</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Administer Confluence spaces, permissions, templates, and documentation standards.</span></li>\n<li><span style=\"font-size: 12pt\">Develop and maintain integrated knowledge bases to support self-service and ticket deflection initiatives.</span></li>\n<li><span style=\"font-size: 12pt\">Establish governance for content lifecycle management, archival standards, and documentation consistency.</span></li>\n<li><span style=\"font-size: 12pt\">Support operational runbooks, SOPs, and technical documentation across Technology teams.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">AI &amp; Intelligent Service Desk Initiatives</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Lead the evaluation and rollout of Atlassian Rovo AI and Atlassian Intelligence capabilities.</span></li>\n<li><span style=\"font-size: 12pt\">Implement AI-driven ticket routing, agent-assist recommendations, and conversational ticket creation features.</span></li>\n<li><span style=\"font-size: 12pt\">Partner with AI governance and security teams to ensure compliance with organizational policies and data privacy standards.</span></li>\n<li><span style=\"font-size: 12pt\">Define and report on KPIs related to AI-enabled service desk performance, automation efficiency, and user experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Integrations, Automation &amp; Platform Engineering</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Design and support integrations between Atlassian products and enterprise systems including Slack, GitLab, Dynatrace, CrowdStrike, Microsoft 365, AWS, Entra ID, and SailPoint.</span></li>\n<li><span style=\"font-size: 12pt\">Develop and maintain REST API integrations, webhooks, Jira Automation, and ScriptRunner customizations.</span></li>\n<li><span style=\"font-size: 12pt\">Administer JSM Assets (Insight) and CMDB-related configurations.</span></li>\n<li><span style=\"font-size: 12pt\">Support DevOps and CI/CD workflow integrations for automated change management and deployment tracking.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Training &amp; Stakeholder Engagement</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Provide training and guidance to end users, project administrators, service desk teams, and leadership.</span></li>\n<li><span style=\"font-size: 12pt\">Serve as the primary escalation point for Atlassian platform support and troubleshooting.</span></li>\n<li><span style=\"font-size: 12pt\">Advise leadership on platform strategy, licensing optimization, roadmap planning, and emerging capabilities.</span></li>\n<li><span style=\"font-size: 12pt\">Manage relationships with Atlassian vendors, implementation partners, and consultants.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Required Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).</span></li>\n<li><span style=\"font-size: 12pt\">7+ years of hands-on experience administering Jira Software, Jira Service Management, and Confluence in enterprise environments.</span></li>\n<li><span style=\"font-size: 12pt\">Deep expertise with Jira workflows, automation, permissions, dashboards, reporting, and ITSM processes.</span></li>\n<li><span style=\"font-size: 12pt\">Experience administering Atlassian Cloud environments, including security, app management, and user provisioning.</span></li>\n<li><span style=\"font-size: 12pt\">Strong scripting and automation experience using Jira Automation, ScriptRunner (Groovy), REST APIs, and webhooks.</span></li>\n<li><span style=\"font-size: 12pt\">Experience implementing ITIL-aligned ITSM processes including Incident, Change, Problem, and Service Request Management.</span></li>\n<li><span style=\"font-size: 12pt\">Experience integrating Atlassian products with identity platforms such as SailPoint and Microsoft Entra ID.</span></li>\n<li><span style=\"font-size: 12pt\">Strong communication and stakeholder management skills.</span></li>\n<li><span style=\"font-size: 12pt\">Experience supporting regulated environments with audit and compliance requirements such as SOX, SOC 2, or NYDFS.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Preferred Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Atlassian Certified Professional certifications (ACP-100, ACP-120, ACP-420/520, or equivalent).</span></li>\n<li><span style=\"font-size: 12pt\">ITIL 4 Foundation certification or higher.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with Atlassian Rovo AI, Atlassian Intelligence, or AI-enabled ITSM platforms.</span></li>\n<li><span style=\"font-size: 12pt\">Experience with JSM Assets (Insight), CMDB management, and cloud infrastructure integrations.</span></li>\n<li><span style=\"font-size: 12pt\">Familiarity with Atlassian Cloud migrations and ServiceNow-to-JSM transitions.</span></li>\n<li><span style=\"font-size: 12pt\">Experience integrating Atlassian products with DevOps tools such as GitLab or Bitbucket.</span></li>\n<li><span style=\"font-size: 12pt\">Experience mentoring junior administrators or leading platform initiatives.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">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.</span></p>\n<p><span style=\"font-size: 12pt\"> </span></p>\n<p><span style=\"font-size: 12pt\"><em>We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.</em></span></p>\n<p><span style=\"font-size: 12pt\"> </span></p>",
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