Systems Administrator IV

Job Title: Systems Administrator IV
Location: Anywhere within 50 miles of a NASA center
Clearance: Able to obtain Public Trust
SUMMARY: Noetic is seeking a highly skilled Atlassian Jira & Confluence Administrator to support the implementation and optimization of enterprise IT Service Management (ITSM) practices. This role requires deep expertise in the Atlassian Software Suite, particularly with Jira Service Management. Applicants also need a strong understanding of ITIL frameworks and Service Management best practices. The ideal candidate will collaborate with cross-functional teams to design, configure, and enhance our Jira implementation of ITSM processes, ensuring alignment with organizational goals and industry standards.
BASIC QUALIFICATIONS: 
• Bachelor’s degree in Information Technology, Computer Science, or related field
• Minimum of 10 years of experience in ITSM, with a focus on Jira Service Management
administration.
• Proven track record of successful Jira Service Management implementation in an
enterprise environment.
• Strong proficiency in Jira Service Management, including advanced configuration and
administration.
• Familiarity with ITIL frameworks and best practices.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work collaboratively in a team-oriented environment.
PREFERRED QUALIFICATIONS
Knowledge of REST APIs, scripting, and automation tools is a plus.
ITIL 3-4 certification is a plus.
PRIMARY DUTIES, RESPONSIBILITIES & ESSENTIAL JOB FUNCTIONS:

• Configure Jira Service Management (JSM) to align with the organization's IT service management (ITSM) framework.
• Configure service desks, request types, SLAs, queues, and automation rules based on organizational requirements.
• Ensure that JSM configurations adhere to the organization’s security, data, and compliance policies.
• Manage JSM users, roles, groups, and permissions based on the organization's access control and security policies.
• Configure and maintain customer portals, allowing internal and external users to submit service requests and incidents.
• Implement and manage integration with Single Sign-On (SSO) or identity management systems for secure access.
• Design and configure workflows for service requests, incidents, change requests, and problem management based on the organization’s business processes and ITIL guidelines and processes.
• Configure Service Level Agreements (SLAs) to track service performance, response times, and resolution times in alignment with organizational targets.
• Create reports and dashboards to monitor SLAs and escalate issues as necessary.
• Perform regular system maintenance, apply updates, and ensure the JSM environment is running on the latest stable version.
• Conduct testing of updates and changes in a staging environment before applying them to production to minimize disruptions.
• Perform and verify regular backups, ensuring that recovery procedures are tested and reliable.
• Configure and maintain customer portals, allowing users to submit and track service requests.
• Configure and manage integrations between JSM and other enterprise tools such as Confluence, CI/CD pipelines, and monitoring systems.
• Create automation rules and processes, as required, that improve efficiency and integrate seamlessly with other systems for incident and service request handling.
• Create integrations with various cloud environments to support the creation of a CMDB though automation and/or discovery mechanisms.
• Ensure the JSM environment complies with the organization’s security policies, including data encryption, secure access, and audit logging.
• Monitor the environment for security vulnerabilities and apply necessary patches.
• Implement and maintain a disaster recovery plan, including regular backups and failover procedures.
• Provide end-user and administrator training on JSM features, workflows, and best practices.
• Create and maintain up-to-date documentation covering system configurations, user guides, troubleshooting procedures, and support processes.
• Manage the installation, configuration, and updates of JSM apps and plugins to extend functionality.
• Develop and maintain custom scripts and automation to improve system workflows and reporting.
• Document all customizations and ensure compatibility with future upgrades.