Senior Platform Administrator – ServiceNow SPM, Jira, and Confluence

As a Senior Platform Administrator, you will be responsible for administering, configuring, customizing, and supporting Service Now 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.

• Administer, configure, and maintain Service Now SPM, Jira, and Confluence (Data Center version).
• Ensure availability, performance, and security of Jira, Confluence, and Service Now Strategic Portfolio Management (SPM) module, including Atlassian & Service Now 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.

• Configure Atlassian and Service Now 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 Git Hub, Jenkins, Service Now SPM and third‑party plugins.

• 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.

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

• 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.

• Work cross‑functionally with broader Service Now 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.

• 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, Service Now, JQL and Automation for Jira.

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

• 5+ years of hands‑on experience in Service Now 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 Service Now platform with emphasis on SPM module.
• Proficiency in JQL, scripting (Groovy, Python, or Power Shell), 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…