Senior ITSM Administrator

RESPONSIBILITIES:
Kforce has a client that is looking for a Senior ITSM Administrator in Topeka, KS.

Overview:
The Senior ITSM Administrator is responsible for the end-to-end administration, configuration, governance, and continuous improvement of the organization's Atlassian platform, including Jira Software, Jira Service Management (JSM), Confluence, and related tools and integrations. This role serves as the primary technical owner of the Atlassian ecosystem and the go-to resource for platform strategy, workflow design, automation, and operational support across the enterprise.

This individual will play a central role in evolving the organization's ITSM capabilities within JSM, including Service Desk ticketing, Change Management, and incident workflows. The role also encompasses ownership of Confluence as the enterprise knowledge management platform, Jira Software for project and work tracking across Technology teams, Jira Service Management for Change and Ticketing and the development of Atlassian Rovo AI capabilities to deliver intelligent ticket routing, agent-assist recommendations, and conversational ticket creation for future AI-powered service desk operations.

The ideal candidate combines deep Atlassian product expertise with strong ITSM process knowledge, excellent communication skills, and the ability to work cross-functionally with IT leadership, identity and access management teams, security operations, compliance, and business stakeholders.

REQUIREMENTS:

* Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience

* 7+ years of hands-on experience administering Jira Software, Jira Service Management, and Confluence in a complex enterprise environment across multiple teams and business units

* Deep understanding of Jira and JSM workflows, screen schemes, custom fields, permission schemes, notification schemes, filters, dashboards, and automation capabilities at scale

* Proven experience with Atlassian Cloud administration, including org-level security controls, user provisioning, app management, and custom domain configuration

* Demonstrated experience designing and rolling out ITSM processes using Jira Service Management, including Service Request, Incident, Change, and Problem Management aligned to ITIL frameworks

* Strong scripting and automation skills using Jira Automation, Script Runner (Groovy), REST APIs, and webhook integrations

* Experience managing multi-channel service desk environments, including portal, email-to-ticket, and Slack/chat integrations

* Solid understanding of identity and access management concepts, including integration with identity governance platforms (SailPoint, Entra ) for user provisioning and role-based access control

* Experience with Confluence administration, including space governance, knowledge base design, and template management

* Experience working in regulated industries (financial services, insurance, or similar) with an understanding of audit and compliance requirements (SOX, SOC 2, NYDFS, or FINRA)

Preferred Qualifications:

* Atlassian Certified Professional credentials (ACP-100 Jira Administration, ACP-120 Jira Project Administration, ACP-420/520 JSM Administration, or equivalent)

* ITIL 4 Foundation certification or higher, with experience working within ITIL-aligned environments

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is…