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Ameriflex · 1 day ago

Service Management Specialist

Dallas, TX

Full-time

Onsite

Mid Level

$70K/yr - $70K/yr

4+ years exp

Ameriflex is seeking a Service Management Specialist to serve as the backbone of their service delivery operations. This role involves implementing and managing ITIL processes within Jira and Zendesk, ensuring alignment with global best practices, and supporting technical and support teams.

FinTechHealth CareInformation TechnologyPayments

Growth Opportunities

Responsibilities

Implement and manage core ITIL processes within the Jira and Zendesk environments, specifically:

Streamlining ticket intake and escalation

Managing the lifecycle of all changes to minimize risk

Identifying root causes and preventing recurring incidents

Maintaining a high-velocity service desk for standard requests

Evaluate, install, and configure third-party plugins from the Atlassian Marketplace and Zendesk App Marketplace to extend platform functionality

Act as the primary admin for Jira Cloud and Zendesk, ensuring high availability and optimal performance

Manage the "bi-directional" flow of information between Zendesk (Customer Support) and Jira (Product/Engineering) to ensure developers have full context on customer issues

Lead smaller service management projects or own components of larger projects, coordinating with various teams to ensure successful implementation

Document, maintain, and improve troubleshooting guides, "how-to" procedures, and support documentation

Be available for on-call support, as assigned by the manager, in emergency situations

Provide guidance and mentorship to other employees, helping them grow their proficiency and understanding of best practices within service management systems

Stay up-to-date with emerging IT trends and technologies, proactively recommending new solutions to improve the team's effectiveness

Perform other duties as assigned by the manager

Qualification

Jira CloudZendeskITIL 4Advanced troubleshootingJQLAPI integrationsPlugin ManagementCommunication skillsProject ManagementTime Management

Required

Advanced troubleshooting skills for a range of issues across service management platforms and related systems (Atlassian Cloud, Zendesk, Trello) (Advanced)

Experience with JQL (Jira Query Language) for advanced reporting. (Advanced)

Experience setting up Zendesk triggers and automations to reduce manual ticket handling. (Advanced)

Familiarity with API-based integrations between SaaS tools. (Advanced)

Plugin Management: Proven experience implementing and maintaining third-party integrations or marketplace apps to solve specific business needs. (Advanced)

Excellent written and verbal communication skills, capable of explaining technical information to all levels of the organization (Advanced)

Proven ability to provide technical guidance and training to less-experienced team members (Intermediate). (Advanced)

Strong project management skills, with the ability to lead smaller projects or support larger initiatives (Intermediate)

Excellent time management skills, with the ability to manage multiple priorities under pressure (Advanced)

Associate degree in computer science or equivalent experience required

Platform Expertise: 4+ years of experience with Jira Cloud and Zendesk administration

Experience with project management, advanced troubleshooting, and technical support for complex issues

Preferred

Bachelor's degree preferred

Strong working knowledge of ITIL 4 (Certification preferred)

Benefits

Medical Insurance

Vision Insurance

Dental Insurance

401(k) Matching

Flexible Spending Accounts

Health Savings Accounts

Disability & Life Insurance

Employee Assistance Program

LegalShield

ID Shield

Commuter Reimbursement Plan

Tuition Reimbursement

Bonus Pay - This position falls under our "Corporate Bonus Plan" which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment

Wellable membership

Telescope Health (telehealth) through Accresa

Intellect (mental health) application

Employee engagement activities, including voluntary events, raffles, book club, and more!