Job Description
Role Overview:
Job Summary The Manager, Jira Platform & ITSM leads the strategic direction and operational excellence of IT Service Management (ITSM) with a strong emphasis on Jira platform ownership, cross-platform integrations, and automation of IT operational processes. This role is responsible for managing a team of ITSM professionals, driving ITIL-aligned service delivery, and optimizing the Jira ecosystem to support scalable, efficient, and reliable IT and business operations. The manager collaborates with IT leadership, business stakeholders, and platform teams to implement best practices, enhance service workflows, and deliver measurable improvements in service performance and user experience.
Duties & Responsibilities:
Stakeholder Engagement & IT Service Delivery
- Lead a team of ITSM professionals across multiple locations, delivering high-quality IT services aligned with business needs
- Collaborate with IT leadership and business units to improve service delivery through Jira and integrated platforms
- Provide strategic guidance and hands-on support for Jira platform enhancements, including automation and reporting
- Develop and maintain documentation, training materials, and support resources for Jira users
ITIL Governance & Service Management Implementation
- Oversee the adoption and implementation of the ITIL framework across ITSM processes
- Own and continuously improve ITIL processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management
- Conduct ITIL training and promote best practices across IT teams
Jira Platform Management & Integrations
- Own the enterprise-wide Jira ecosystem strategy, including governance, scalability, and cross-functional adoption across IT, business operations, and product teams
- Lead enterprise architecture decisions related to ITSM platforms, ensuring alignment with cloud-first strategies, zero-touch automation, and AI-driven service delivery
- Lead cross-functional programs integrating Jira and other IT operational tools (e.g., monitoring, CMDB, CI/CD pipelines)
- Drive executive-level reporting that aligns with organizational objectives
- Leverage REST APIs and automation tools to streamline workflows and improve operational efficiency.
- Manage Atlassian licenses, permissions, and compliance audits
Service Strategy & Continuous Improvement
- Define and track KPIs, SLAs, and OLAs to measure and improve ITSM performance
- Identify opportunities for process automation and service optimization
- Evaluate and implement marketplace apps and third-party tools to enhance Jira capabilities
Vendor & License Management
- Manage relationships with ITSM tool vendors and service providers
- Manage budgets for ITSM tooling and vendor contracts. Negotiate enterprise licensing and drive cost optimization initiatives
- Conduct license audits and ensure proper access management across platforms
- Ensure seamless integration and issue resolution with third-party tools
Experience & Qualifications:
Education
- Bachelor's Degree (or equivalent experience) IT, Computer Science, or a related field Required
- Master's Degree (or equivalent experience) IT, Computer Science, or a related field Preferred
Experience
- Minimum 7 years
- A combination of experience spanning the following areas: Experience in IT Service Management (ITSM), with a strong focus on ITIL framework implementation and process improvement Hands-on experience managing and optimizing Jira Service Management (JSM) or similar ITSM platforms (e.g., ServiceNow, BMC Remedy)Experience & proven success in stakeholder engagement and cross-functional collaboration with IT leadership, business teams, and service teams Experience in Jira administration and Vendor and license management
Licenses and Certifications
- ITIL v4 certification Preferred
Software/Technical Skills
- Extensive knowledge of ITIL framework implementation and ITSM process management
- Strong knowledge of IT service delivery, process optimization, and automation best practices
- Knowledge of Jira Service Management, including workflow automation, reporting, and integrations
- Knowledge of license management, ITSM tool vendors, and performance monitoring
- Strong understanding of ITIL best practices, including Incident, Problem, Change, Release, and Knowledge Management
- Strong knowledge of Confluence, Microsoft 365 (Excel, SharePoint, Power Automate), and other documentation tools for process improvement Preferred
Other Skills/Knowledge/Abilities
- Ability to drive change, improve processes, and foster a service-oriented culture
- Excellent stakeholder management and collaboration skills
- Ability to analyze complex ITSM challenges, identify opportunities for improvement, and implement effective solutions
- Excellent verbal and written communication skills, with the ability to conduct training sessions, create user guides, and promote ITSM best practices
- Ability to work in a fast-paced, evolving IT environment while leading initiatives that improve IT service delivery and efficiency Preferred
Additional Details for This Role:
This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-HYBRID
Base Salary
- The targeted base salary range for this position if based in NJ will be $125,000 - $160,000 per year.
- The targeted base salary range for this position if based in TN will be $110,000 - $131,000 per year.
- Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
Additional Compensation
- This position is eligible for a 15% bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
- Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.
Job Tags
Work at office, Remote work, 2 days per week,