Enterprise Collaboration & Support Engineer (ITSM)

Location: La Vergne, Tennessee, USA; 4 days per week in the office. Candidates must be based in or willing to relocate to the Nashville, TN region.

Hiring salary range: $84,895–$107,643 annually.

Company

hirify.global provides technology-enabled digital and physical content distribution, print-on-demand, and digital learning services for publishers, retailers, libraries, and educators.

What you will do

• Administer and govern Jira, Jira Service Management, Confluence, Atlassian Guard, Zendesk, and related enterprise SaaS platforms.
• Manage user provisioning and deprovisioning, SSO integrations, access reviews, role-based permissions, and audit support.
• Design, implement, configure, test, and support automated workflows, integrations, APIs, webhooks, and provisioning processes.
• Troubleshoot platform configuration and integration issues, escalating risks, security concerns, and platform limitations when needed.
• Evaluate and optimize AI-powered capabilities, reporting solutions, service-management processes, and operational metrics.
• Maintain platform administration, governance, security, lifecycle-management, change-control, and technical documentation practices.

Requirements

• Associate degree in Computer Science or a related field, or equivalent directly related work experience.
• At least 1 year of experience as a Systems Administrator, Systems Engineer, or in a similar role.
• Knowledge of ITSM and ITIL practices, including incident, request, problem, change, asset, and knowledge management.
• Experience or working knowledge of SaaS administration, APIs, webhooks, connectors, identity and access governance, reporting, and integrations.
• Basic scripting or automation knowledge with PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar tools.
• Must be based in or willing to relocate to the Nashville, Tennessee region and work 4 days per week in the office.

Nice to have

• Experience administering Atlassian Cloud products and Zendesk Support, Guide, Explore, or related products.
• Experience with application lifecycle management, vendor coordination, licensing, release management, and SaaS roadmap planning.
• Knowledge of service-performance reporting, SLA attainment, customer satisfaction metrics, version control, and documentation practices.

Culture & Benefits

• Full-time employment with medical, prescription drug, HSA, vision, dental, and health care FSA benefits starting on the first day.
• 15 vacation days, 12 sick days, and 3 personal days accrued annually.
• 401(k) matching, life and AD&D insurance, employee assistance programs, and group legal benefits.
• Tuition reimbursement, wellness programs, and access to an onsite gym and basketball court.
• Flexible schedules by team, casual dress code, and opportunities to participate in community nonprofit initiatives.