job description
Join E-Team Workforce Private Corporation as an ITSM Platform Administrator specializing in Jira and ServiceNow in the vibrant tech hubs of Bali, Indonesia. This role is pivotal in optimizing IT service management workflows, ensuring seamless integrations, and driving operational excellence across our digital ecosystem.
As a key member of our IT team, you will configure, customize, and maintain our Jira and ServiceNow platforms to enhance productivity, streamline processes, and deliver exceptional user support. Your expertise will empower our organization to leverage cutting-edge ITSM solutions, fostering collaboration and efficiency in a dynamic, fast-paced environment.
Based in Bali’s most sought-after locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll enjoy a work-life balance in a tropical paradise while contributing to high-impact IT initiatives. Whether you're refining workflows, troubleshooting complex issues, or generating insightful reports, your work will directly influence our operational success.
Responsibility
- Administer, configure, and optimize Jira and ServiceNow platforms to align with business processes and ITIL best practices.
- Design, implement, and maintain workflows, automation rules, and custom integrations to enhance system efficiency.
- Develop and manage user roles, permissions, and access controls to ensure data security and compliance.
- Monitor system performance, troubleshoot issues, and perform root cause analysis to minimize downtime.
- Create and maintain comprehensive documentation, including user guides, process workflows, and system configurations.
- Collaborate with cross-functional teams to gather requirements, prioritize enhancements, and deliver scalable ITSM solutions.
- Generate and analyze reports and dashboards to provide actionable insights for continuous improvement.
- Provide Tier 2 and Tier 3 support for end-users, resolving complex technical issues and escalating as needed.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum 3+ years of hands-on experience as a Jira Administrator and/or ServiceNow Administrator.
- Certifications in ServiceNow (CSA, CAD) or Atlassian Jira are highly advantageous.
- Proven expertise in configuring workflows, custom fields, screens, and automation in Jira and ServiceNow.
- Strong understanding of ITIL frameworks and ITSM best practices.
- Experience with REST APIs, integrations (e.g., Slack, Microsoft Teams, Salesforce), and scripting (JavaScript, Python).
- Excellent problem-solving skills and the ability to work independently in a fast-paced environment.
- Fluent in English with exceptional communication and stakeholder management skills.