ITSM Manager
Job Summary
Leading the design and implementation of IT Service Management processes, the full-time ITSM Manager will focus on optimizing service delivery and operational efficiency within the Atlassian ecosystem while ensuring alignment with ITIL best practices, with the option to work remotely or in-office.
Key responsibilities
- Define and mature ITSM processes aligned with ITIL frameworks, including Incident, Problem, Change, and Knowledge Management
- Serve as product owner for the Atlassian platform, managing tools like Jira, Jira Service Management, Confluence, and Bitbucket
- Drive continuous service improvement initiatives using data-driven insights and performance metrics
Required qualifications
- Bachelor's degree in information technology, Computer Science, or a related field
- 7+ years of IT experience, including at least 3+ years in ITSM leadership roles
- Hands-on experience administering Atlassian tools: Jira Software, Jira Service Management, Confluence, and Bitbucket
- Strong understanding of the ITIL framework (v3 or v4)
- ITIL v4 Certification (Foundation or higher) and relevant Atlassian certifications
Complete Job Description
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