Job Title: ITSM Platform Administrator
Company: Loenbro, LLC
Business Unit/Department: Information Technology
Location: Gilbert, AZ
Reports to: Senior Director, IT Operations
Employment Type: Full-Time, Onsite
FLSA Classification: Exempt
Candidates must have unrestricted work authorization. The company does not currently offer visa sponsorship for this role.
About Loenbro
Loenbro is a trusted, long-term construction lifecycle partner to thousands of customers across the U.S. Our market spans all industries and our service offerings include Critical Electrical, Mechanical & Structural, Soft Crafts, Inspection, Underground Maintenance and Installation, and Fabrication. Our expertise lies in simplifying the complex and establishing long-standing relationships with our partners. We have a national presence but a local approach—every customer benefits from our capabilities and our care.
At Loenbro, we don’t just offer jobs—we build careers grounded in integrity, teamwork, excellence, and purpose. Join a team where your expertise is valued, your growth is supported, and your work helps maintain and enhance the critical infrastructure that powers communities across the nation.
Job Summary
The ITSM Platform Administrator serves as the technical owner of the organization's IT Service Management platform, with primary responsibility for the configuration, administration, and continuous improvement of Jira Service Management (JSM). This role ensures the platform aligns with ITIL best practices, supports operational efficiency, and delivers a high-quality experience for both end users and IT staff across all business units, including field and frontline operations. The administrator is also responsible for maintaining platform health, ensuring high availability, and driving ongoing adoptions across the organization.
Key Responsibilities
PLATFORM ADMINISTRATION
- Administer and maintain Jira Service Management including project configuration, request type management, workflows, SLA schemes, automation rules, and permission schemes
- Manage user accounts, roles, groups, and licensing across the JSM environment
- Design and maintain service catalogs, queues, and customer portal configurations to support end-user self-service
- Perform regular audits of platform configuration, data integrity, and access controls; manage version upgrades and releases in coordination with Atlassian’s roadmap
WORKFLOW & PROCESS DEVELOPMENT
- Collaborate with IT leadership and stakeholders to design and optimize ITSM workflows aligned to ITIL disciplines, including Incident, Problem, Change, and Request Management
- Translate business and operational requirements into platform configurations, minimizing custom development where possible
- Document all configurations, workflows, and standard operating procedures
INTEGRATION & TOOLING
- Manage integrations between Jira Service Management and adjacent tools such as monitoring platforms, asset management systems, identity providers, and communication tools (e.g., Microsoft Teams)
- Support API-based integrations and evaluate native marketplace apps and plugins to extend platform capability
- Coordinate with vendors and Atlassian support as needed for issue resolution and roadmap alignment
REPORTING & ANALYTICS
- Build and maintain dashboards and reports to track key ITSM metrics including ticket volume, SLA compliance, resolution times, and customer satisfaction scores
- Provide regular operational reporting to IT leadership and business stakeholders
- Identify trends and proactively recommend process or platform improvements based on data
USER SUPPORT & TRAINING
- Serve as the subject matter expert and escalation point for platform-related issues
- Develop and deliver training materials and onboarding guides for IT staff and end users
- Maintain a knowledge base to support self-service resolution and reduce repeat ticket volume
Minimum Qualifications
Required:
- 3+ years of hands-on Jira Service Management administration experience in an enterprise environment
- Strong understanding of ITIL 4 frameworks and how they map to JSM workflows
- Proficiency with JSM project types (company-managed and team-managed), automation rules, SLA configuration, and customer portal customization
- Experience managing Atlassian Cloud or Data Center deployments
- Familiarity with scripting and automation tools such as Jira Automation, ScriptRunner, or REST API usage
- Strong written and verbal communication skills; ability to translate technical configurations into user-friendly documentation
Preferred:
- Bachelor’s degree in computer science, business administration, or related discipline; equivalent experience may be considered.
- Atlassian Certified Professional (ACP) in Jira Service Management or equivalent certification
- ITIL 4 Foundation certification or higher
- Experience integrating JSM with Microsoft 365, Entra ID, or Defender ecosystems
- Familiarity with asset and configuration management tools, including JSM Assets or similar CMDB platforms
- Experience in construction, industrial services, energy, or field-operations environments
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
This role supports a hybrid IT environment serving both corporate office and field-based operational personnel. The platform administrator must be comfortable working with geographically distributed teams and adapting platform configurations to support both desk-based staff and frontline workers. Occasional after-hours availability may be required for platform maintenance windows, upgrades or incident response.This role requires compliance with all applicable safety regulations, personal protective equipment (PPE) requirements, and Loenbro's Environmental Health and Safety (EH&S) policies.
Benefits
Loenbro offers a competitive salary, comprehensive benefits package, and rewards to those who join our team:
- Medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holiday pay
- Life and disability insurance
- Professional development and training opportunities
- Employee assistance program (EAP)
Benefits eligibility may vary based on employment classification and hours worked.
Guided by Core Values (LEAD), grounded in grit and a commitment to excellence, Loenbro betters our families, customers, and local communities. If you’re ready to be part of a company that LEADS by:
- Living with Integrity
- Exceeding Expectations
- Acting with Urgency
- Delivering Excellence
…we want to hear from you.
Loenbro is an Equal Opportunity Employer