Digital Consultant driving transformation for clients through ServiceNow engagements. Leading teams and collaborating across functions to deliver impactful technology solutions.
About the role
- Senior Platform Administrator managing ServiceNow SPM, Jira, and Confluence platforms for an insurance company. Administering, configuring, and customizing based on user requirements and enterprise standards.
Responsibilities
- Administer, configure, and maintain ServiceNow SPM, Jira, and Confluence (Data Center version).
- Ensure availability, performance, and security of Jira, Confluence, and ServiceNow Strategic Portfolio Management (SPM) module, including Atlassian & ServiceNow marketplace add-ons.
- Lead environment upgrades, release impact assessments, testing, and platform health improvements.
- Perform best-practice maintenance: reduce customizations, archive data, audit users/groups.
- Monitor and optimize platform performance, conducting routine maintenance and cleanup.
- Configure Atlassian and ServiceNow SPM products, implement features, automation, and integrations to meet the user/business requirements.
- Manage projects, workflows, issue types, screens, fields, and permission schemes across Jira and SPM to ensure both systems are in sync.
- Work with other platform teams, IT, and Agile teams for seamless integration and maintenance.
- Implement and maintain integrations between Jira and tools such as GitHub, Jenkins, ServiceNow SPM and third-party plugins.
- Develop and enforce governance policies for SPM, Jira, and Confluence usage and standard operating procedures.
- Participate in technical governance boards and design decisions to ensure alignment with platform strategies.
- Support roadmap creation, demand shaping, and prioritization of platform enhancements.
- Act as point of contact for escalations, enhancements, and project activities.
- Communicate upcoming changes and build relationships with internal consumers and external partners.
- Support end-users by troubleshooting issues, providing training, and documenting best practices.
- Develop training materials and conduct sessions for users and stakeholders.
- Provide technical expertise and post-go-live support for Jira, Confluence, SPM, and related plug-ins.
- Work cross-functionally with broader ServiceNow platform, Portfolio, and Agile center of excellence teams to deliver platform capabilities to enhance overall Agile processes and user experience.
- Contributes towards design configuration decisions to ensure a seamless user experience that aligns with the platform design strategies.
- Establish KPIs, dashboards, and monitor operational performance.
- Continuously evaluate and improve platform health for high availability and efficiency.
- Develop and maintain custom dashboards, reports, and automation using Tableau, ServiceNow, JQL and Automation for Jira.
- Contribute to and support migration efforts from Jira/Confluence Data Center to Atlassian Cloud.
Requirements
- 5+ years of hands-on experience in ServiceNow development and engineering with emphasis on Strategic Portfolio Management (SPM) module.
- 5+ years of hands-on experience in Jira & Confluence administration (Data Center), including configuration and customization.
- Strong understanding of Jira Cloud, Confluence Cloud, and Atlassian Organization management.
- Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
- Strong understanding of development, release management, plug-ins, and deployment of changes for ServiceNow platform with emphasis on SPM module.
- Proficiency in JQL, scripting (Groovy, Python, or PowerShell), and automation within Jira.
- Experience with Jira plugins such as Script Runner, JSU Automation, Agile Poker, draw.io, Power scrips, Better Excel Exporter, Bulk Clone, and others.
- Familiarity with Agile methodologies (Scrum, Kanban) and ITSM processes.
- Experience integrating Jira with DevOps tools (GitHub, Jenkins, etc.) and ServiceNow SPM.
- Strong troubleshooting skills with the ability to diagnose and resolve ServiceNow SPM, Jira and Confluence issues.
- Ability to collaborate with cross-functional teams and communicate technical concepts effectively.
- Strong knowledge of ServiceNow platform and Atlassian Cloud-specific user management, permission schemes, and security best practices.
- Experience managing Unix/Linux servers, shell scripting, performance tuning, and troubleshooting.
- Experience with AWS services such as EC2, RDS/Aurora PostgreSQL, Elastic Load Balancer, EFS, VPC networking, and CloudWatch monitoring.
- Experience working with Axway MFTs, DBAs and DevOps teams.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
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