About the job
POSITION SUMMARY:
Join ae-perkins as a Service Management Specialist, a pivotal role within our service delivery operations. This position is ideal for a platform power-user who recognizes the significance of aligning tools like Jira Cloud and Zendesk with global best practices. You will play a crucial role in ensuring that our technical and support teams operate seamlessly, adhering to these best practices.
PRINCIPAL DUTIES & RESPONSIBILITIES:
ITIL Process Alignment: Implement and manage essential ITIL processes in Jira and Zendesk, including:
Incident Management: Optimize ticket intake and escalation. (Advanced)
Change Enablement: Oversee the lifecycle of changes to mitigate risks. (Advanced)
Problem Management: Identify root causes and prevent recurring incidents. (Advanced)
Service Request Management: Ensure a high-performing service desk for standard requests. (Advanced)
Ecosystem Expansion: Assess, install, and configure third-party plugins from the Atlassian Marketplace and Zendesk App Marketplace to enhance platform capabilities (e.g., advanced reporting, asset management, or time tracking). (Advanced)
Platform Administration: Serve as the main administrator for Jira Cloud and Zendesk, ensuring optimal performance and high availability. (Expert)
Integrated Workflows: Manage the flow of information between Zendesk (Customer Support) and Jira (Product/Engineering) to provide developers with complete context on customer issues. (Advanced)
Project Management and Coordination:
- Lead smaller service management projects or manage aspects of larger projects, collaborating with various teams for successful implementation (Intermediate).
- Document, maintain, and enhance troubleshooting guides,

