At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.
JOB SUMMARY:
A high-level technical resource responsible for administering, developing and maintaining Jira, Jira Service Manager and Confluence.
Supports the full life cycle of the ITSM platform implementation, development, integrations and process from strategy and design to training and delivery. Gather, document, and analyze business and technical requirements to improve system capabilities, user experience and automate process flows.
ESSENTIAL FUNCTIONS:
· Subject matter expert of Atlassian products, specifically Jira, Jira Service Manager and Confluence.
· Administration and development of Jira, Jira Service Manager and Confluence.
· Managing platform enhancements and workflow design requirements.
· Administering, configuring and developing capabilities to configure Atlassian products, including our ITSM (Jira Service Manager) to align with IT Service Management policy, process and procedures.
· Gathering requirements from service owners for new functionality, reports & automation.
· Understanding IT and business requirements with ability to create, test and deploy business rules and scripts that reflect these requirements.
· Configuring and administering the ITSM platform user interface, screen elements, workflows, mobile interfaces, plugins and branding.
· Managing and administering lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets and the CMDB.
· Managing and administering ITSM users, groups, and all the various roles.
· Assisting the Service Catalogue Analyst in developing, building, testing, deploying and updating items within the Service Catalogue and corresponding items in the Self-Service Portal.
· Participate in the development, testing, deploying and updating of workflows.
· Configuring and maintaining application security across all modules and interfaces.
· Identifying integration requirements with external systems (e.g. SolarWinds, Splunk, SCOM, Ariba, etc.) and orchestrate IT automation.
· Administering ITSM applications, including updating security and workflow configurations, importing data, creating custom scripts, and building reports.
· Developing, building, testing, deploying and updating alerts and notifications using e-mail and other messaging capabilities within the platform.
· Ongoing maintenance that includes managing ITSM update sets, monitoring and actioning where necessary from the upgrade histories and status information.
· Ensuring the best performance from the system and troubleshooting and escalating system issues when they arise.
· Setting up and managing the use of social IT functionality within the platform.
· Acting as a subject matter expert for the ITSM platform and the various integrations into and out of the platform to other data sources and applications.
· Perform daily operational management and administration activities as needed.
· Producing reports and dashboards based on defined measures, metrics and key performance indicators.
· Recommending any improvements regarding the platform, processes or reporting.
· Ensuring policies are reflected in the way the platform is administered.
· Working closely with IT service owners and delivery leads to ensure the smooth delivery of IT solutions.
· Configuring and implementing ITSM scripts in the form of business rules, client scripts, UI actions and UI policies.
ADDITIONAL RESPONSIBILITIES:
· Participation in end user business needs requirements gathering reviews and workshops to determine technical scope.
· Contribute towards complex design and development projects.
· Support teams’ efforts by demonstrating a solid understanding of solutions.
· Basic project management for small projects.
· Solve complex technical problems with documented, testable, and maintainable solutions.
QUALIFICATIONS:
· Associate degree (A.A.) or equivalent from two-year college or technical school
· Minimum 5 years of experience in a similar role with a company of at least 5,000 employees
· 5+ years of experience administrating, developing and supporting Atlassian applications (Jira, Jira Service Manager and Confluence)
· Intermediate knowledge of ITIL and IT support processes
· Intermediate ITSM API configuration knowledge and operational experience
· Experience with EST APIs, JSON, PowerShell or Python, Atlassian Automation rules, Webhooks, Basic scripting, Data migration tools (CSV, APIs), Reporting (JQL, dashboards)
· 5+ years’ experience in overall IT Service Management environments with a strong working knowledge of various ITSM applications and modules such as ServiceNow, JSM, Service Management, Change Management, Asset Management, CMDB, Knowledge Management and Service Catalog/Service Request Management.
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results.
PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its
Brandwatch and
Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit
www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the
CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by
DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
