Enterprise Collaboration & Support Engineer (ITSM)

About the role

The Enterprise Collaboration & Support Engineer supports Ingram Content Group's IT Services team by providing technical leadership and administration for enterprise SaaS platforms including Atlassian and Zendesk solutions. Key responsibilities include managing user provisioning, troubleshooting platform configurations, implementing AI-powered capabilities, and optimizing operational efficiencies.

Responsibilities

• Manage user provisioning, deprovisioning, SSO integrations, access reviews, role-based permissions, and audit support activities for enterprise applications.
• Troubleshoots problems related to platform configuration and integrations resolving issues as assigned.
• Knowledge of ITIL principles and IT Service Management (ITSM) best practices, including incident, problem, change, request, and knowledge management processes.
• Manages, participates, or performs tasks related to specific projects to implement new technology as assigned.
• Evaluate, implement, and optimize AI-powered capabilities, reporting solutions, and service management processes, and operational metrics to improve customer and employee experience.
• Configures, integrates, deploys and tests platforms ensuring operational efficiencies.
• Maintains consistent documentation for system configurations, installation and administration procedures.
• Administers and governs enterprise SaaS platforms including Jira, Jira Service Management, Confluence, Atlassian Guard, Zendesk, and related applications, ensuring security, reliability, and compliance with company standards.
• Designs, implements, and supports automated workflows, integrations, APIs, and provisioning processes to improve operational efficiency and reduce manual effort across business systems.
• Organizes priorities, escalates problems as needed and communicates effectively with manager, co-workers and clients.
• Consults with Ingram associates, vendors, and trading partners to evaluate business opportunities related to our technology infrastructure.

Requirements

• Associate degree in Computer Science or related field or directly related year for year work experience.
• 1+ year as a Systems Administrator/Engineer or similar title required.
• We have a preference for:
• Experience administering Atlassian Cloud products, including Jira, Jira Service Management, Confluence, Atlassian Guard, project settings, workflows, permissions, schemes, automation rules, and marketplace applications.
• Experience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configuration.
• Knowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processes.
• Ability to configure and optimize SaaS platform workflows, forms, queues, notifications, approval paths, dashboards, and reporting to support business and operational needs.
• Experience supporting identity, access, and governance activities for SaaS platforms, including SSO, SCIM/user provisioning, role-based permissions, access reviews, audit support, and data security practices.
• Working knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applications.
• Basic understanding of scripting or automation tools such as PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologies.
• Knowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trends.
• Ability to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practices.
• Familiarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planning.
• Knowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platforms.
• Ability to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processes.
• Ability to work both independently and as part of a cross-functional team.
• Strong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholders.

Qualifications

• Experience administering Atlassian Cloud products, including Jira, Jira Service Management, Confluence, Atlassian Guard, project settings, workflows, permissions, schemes, automation rules, and marketplace applications.
• Experience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configuration.
• Knowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processes.
• Ability to configure and optimize SaaS platform workflows, forms, queues, notifications, approval paths, dashboards, and reporting to support business and operational needs.
• Experience supporting identity, access, and governance activities for SaaS platforms, including SSO, SCIM/user provisioning, role-based permissions, access reviews, audit support, and data security practices.
• Working knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applications.
• Basic understanding of scripting or automation tools such as PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologies.
• Knowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trends.
• Ability to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practices.
• Familiarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planning.
• Knowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platforms.
• Ability to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processes.
• Ability to work both independently and as part of a cross-functional team.
• Strong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholders.

Skills

• Experience administering Atlassian Cloud products, including Jira, Jira Service Management, Confluence, Atlassian Guard, project settings, workflows, permissions, schemes, automation rules, and marketplace applications.
• Experience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configuration.
• Knowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processes.
• Ability to configure and optimize SaaS platform workflows, forms, queues, notifications, approval paths, dashboards, and reporting to support business and operational needs.
• Experience supporting identity, access, and governance activities for SaaS platforms, including SSO, SCIM/user provisioning, role-based permissions, access reviews, audit support, and data security practices.
• Working knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applications.
• Basic understanding of scripting or automation tools such as PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologies.
• Knowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trends.
• Ability to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practices.
• Familiarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planning.
• Knowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platforms.
• Ability to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processes.
• Ability to work both independently and as part of a cross-functional team.
• Strong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholders.

Benefits

A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA. 15 vacation days & 12 sick days accrued annually and 3 personal days. 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more. Wellness program with access to onsite gym and basketball court for associates. Encouraged continued education with our tuition reimbursement program. Financial and in-kind opportunities to engage with non-profits in your community. Company match program for United Way donations. Volunteer opportunities and in-kind drives for non-profits throughout the year. Casual Dress Code & Flexible Schedules (per team).

Pay

Hiring Salary Range: $84,895 - $107,643. This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to: the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.

Schedule

This position requires 4 days in the office, candidates must be in or willing to relocate to the Nashville, TN region.