Senior Platform Administrator – ServiceNow SPM, Jira, and Confluence

As a Senior Platform Administrator, you will be responsible for administering, configuring, customizing, and supporting ServiceNow SPM, Atlassian Products (Jira and Confluence) based on user/business requirements while focusing on technical implementation aligned to enterprise standards, governance, and best practices.

In this role, you will work closely with Enterprise Portfolio, Finance, Coaching COE, and other Technology/Platform teams to deliver solutions that align with the organization needs.

Key responsibilities:

Platform Administration & Maintenance

• Administer, configure, and maintain ServiceNow SPM, Jira, and Confluence (Data Center version).
• Ensure availability, performance, and security of Jira, Confluence, and ServiceNow Strategic Portfolio Management (SPM) module, including Atlassian & ServiceNow marketplace add-ons.
• Lead environment upgrades, release impact assessments, testing, and platform health improvements.
• Perform best-practice maintenance: reduce customizations, archive data, audit users/groups.
• Monitor and optimize platform performance, conducting routine maintenance and cleanup.

Configuration & Integration

• Configure Atlassian and ServiceNow SPM products, implement features, automation, and integrations to meet the user/business requirements.
• Manage projects, workflows, issue types, screens, fields, and permission schemes across Jira and SPM to ensure both systems are in sync.
• Work with other platform teams, IT, and Agile teams for seamless integration and maintenance.
• Implement and maintain integrations between Jira and tools such as GitHub, Jenkins, ServiceNow SPM and third-party plugins.

Governance & Roadmap

• Develop and enforce governance policies for SPM, Jira, and Confluence usage and standard operating procedures.
• Participate in technical governance boards and design decisions to ensure alignment with platform strategies.
• Support roadmap creation, demand shaping, and prioritization of platform enhancements.

Stakeholder Engagement

• Act as point of contact for escalations, enhancements, and project activities.
• Communicate upcoming changes and build relationships with internal consumers and external partners.

Training & Support

• Support end-users by troubleshooting issues, providing training, and documenting best practices.
• Develop training materials and conduct sessions for users and stakeholders.
• Provide technical expertise and post-go-live support for Jira, Confluence, SPM, and related plug-ins.

Collaboration & Platform Management

• Work cross-functionally with broader ServiceNow platform, Portfolio, and Agile center of excellence teams to deliver platform capabilities to enhance overall Agile processes and user experience.
• Contributes towards design configuration decisions to ensure a seamless user experience that aligns with the platform design strategies.

Monitoring & Reporting

• Establish KPIs, dashboards, and monitor operational performance.
• Continuously evaluate and improve platform health for high availability and efficiency.
• Develop and maintain custom dashboards, reports, and automation using Tableau, ServiceNow, JQL and Automation for Jira.

Migration & Transformation

• Contribute to and support migration efforts from Jira/Confluence Data Center to Atlassian Cloud.

Required Qualifications:

• 5+ years of hands-on experience in ServiceNow development and engineering with emphasis on Strategic Portfolio Management (SPM) module.
• 5+ years of hands-on experience in Jira & Confluence administration (Data Center), including configuration and customization.
• Strong understanding of Jira Cloud, Confluence Cloud, and Atlassian Organization management
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Strong understanding of development, release management, plug-ins, and deployment of changes for ServiceNow platform with emphasis on SPM module.
• Proficiency in JQL, scripting (Groovy, Python, or PowerShell), and automation within Jira.
• Experience with Jira plugins such as Script Runner, JSU Automation, Agile Poker, draw.io, Power scrips, Better Excel Exporter, Bulk Clone, and others.
• Familiarity with Agile methodologies (Scrum, Kanban) and ITSM processes.
• Experience integrating Jira with DevOps tools (GitHub, Jenkins, etc.) and ServiceNow SPM.
• Strong troubleshooting skills with the ability to diagnose and resolve ServiceNow SPM, Jira and Confluence issues.
• Ability to collaborate with cross-functional teams and communicate technical concepts effectively
• Strong knowledge of ServiceNow platform and Atlassian Cloud-specific user management, permission schemes, and security best practices.
• Experience managing Unix/Linux servers, shell scripting, performance tuning, and troubleshooting.
• Experience with AWS services such as EC2, RDS/Aurora PostgreSQL, Elastic Load Balancer, EFS, VPC networking, and CloudWatch monitoring.
• Experience working with Axway MFTs, DBAs and DevOps teams.

Desired Qualifications:

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Experience with system/API integrations for Jira data center or cloud and ServiceNow SPM, Axway MFTs, Data extraction/ingestion into data lake and Apptio.
• Hands-on experience in migrating from Jira/Confluence Data Centre to Atlassian Cloud.
• Atlassian Certifications (e.g., Jira Cloud Administration, Managing Jira Projects for Cloud, Confluence Administration for Cloud, Atlassian Cloud Organization Admin, Jira Administration for Data Centre)
• ServiceNow Certified Implementation Specialist – Strategic Portfolio Management.

Salary Range:

$79,310.00 - $130,295.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.