Enterprise Collaboration & Support Engineer; ITSM

Enterprise Collaboration & Support Engineer (ITSM)

• Full-time

Ingram Content Group (ICG) is hiring a
Enterprise Collaboration & Support Engineer
to support our IT Services team. The Systems Engineer provides technical leadership and administration for enterprise SaaS platforms including Atlassian and Zendesk solutions. Responsible for platform configuration, automation, integrations, governance, security, cloud initiatives, and continuous improvement efforts that enhance operational efficiency and business outcomes.
This position will require 4 days in the office, candidates must be in or willing to relocate to the Nashville, TN region
.

Want to help explore and build new ways to deliver content to the world?

At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel. We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization. Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation.

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways. If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business,and enjoys working in a connected culture, we can’t wait to meet you!

The ideal candidate will have the following minimum qualifications:

• Associate degree in Computer Science or related field or directly related year for year work experience
• 1+ year as a Systems Administrator/Engineeror similar title required

We have a preference for:

• Experience administering Atlassian Cloud products, including Jira, Jira Service Management, Confluence, Atlassian Guard, project settings, workflows, permissions, schemes, automation rules, and marketplace applications
• Experience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configuration
• Knowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processes
• Ability to configure and optimize SaaS platform workflows, forms, queues, notifications, approval paths, dashboards, and reporting to support business and operational needs Experience supporting identity, access, and governance activities for SaaS platforms, including SSO, SCIM/user provisioning, role-based permissions, access reviews, audit support, and data security practices
• Working knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applications
• Basic understanding of scripting or automation tools such as Power Shell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologies
• Knowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trends
• Ability to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practices
• Familiarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planning
• Knowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platforms
• Ability to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processes
• Ability to work both independently and as part of a cross-functional team
• Ability to determine when to escalation problems, risks, security concerns, or platform limitations as needed
• Strong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholders

The Engineer’s key…