Senior Administrator

Role & Responsibilities

• Act as a senior administrator on the account, supporting day-to-day management of the XB (onboarding & offboarding) and HELP (service requests & incidents) queues in Jira Service Management.
• Administer and support the hybrid identity environment, including:
• Active Directory (on premises) user, group, and OU management
• Microsoft Entra ID (Azure AD) administration
• Entra Connect (Azure AD Connect) sync monitoring and troubleshooting
• Okta SSO and SCIM-based provisioning/de-provisioning, including AD group-to-Jira user list sync
• Administer Microsoft 365 workloads for the account, including user/license management, Exchange Online mailboxes, and Azure File Share access provisioning (e.g., application shares such as Century City Apps).
• Support and maintain the Jira Service Management platform, including:
• Helpdesk email integration via Microsoft Graph API / OAuth 2.0
• Okta SAML SSO integration with Atlassian Cloud
• Queue configuration, workflows, and user/group provisioning
• Perform onboarding ticket QA, ensuring accounts, groups, and access are provisioned correctly before closure.
• Troubleshoot and resolve escalated service requests, including endpoint/printer issues (e.g., Sharp MFPs), access requests, and application support tickets.
• Assist in security/audit investigations, including reviewing Entra ID audit logs, on-prem AD Security event logs, and Microsoft Purview data as needed.
• Prepare and maintain client-facing documentation, including RCA write-ups, MOM documents, sign-off sheets, and ticket status summaries.
• Support major account initiatives and cutovers (e.g., the transition), including testing, validation, and post-cutover stabilization.
• Maintain shift handover documentation and support 24x7 Service Desk coverage per the shift roster.
• Drive process optimization and documentation improvements across onboarding and service request workflows.
• Coordinate with the Transition Lead, Project Lead, and client stakeholders on escalations, audits, and process changes.

Technical Skills Required

Strong hands-on experience in:

• Active Directory administration (hybrid: on-prem AD + Entra ID via Entra Connect)
• Microsoft Entra ID / Azure AD administration
• Okta SSO / SCIM provisioning and de-provisioning
• Jira Service Management administration (queues, workflows, SSO, email integration)
• Microsoft 365 administration (Exchange Online, licensing, Azure File Share access)
• Working knowledge of:
• Microsoft Purview and Entra ID audit logs for security/audit investigations
• Endpoint and printer troubleshooting.
• OS patching and endpoint update management
• Networking and connectivity troubleshooting
• Exposure to ITSM ticketing platforms and structured incident/problem management processes.
• Comfortable producing client-facing documentation (RCA, MOM, sign-off sheets, status reports).
• Ability to work in fast-paced operational environments with strong troubleshooting capabilities.

Educational / Professional Qualification

• Graduation or equivalent degree.
• ITIL Certification is mandatory.
• Minimum 46 years of experience in IT Service Desk / Identity & Access / IT Operations environment.

Soft Skills / Competencies

• Strong ownership mindset with the ability to work independently on complex technical issues.
• Excellent written and verbal communication skills, including client-facing documentation.
• Strong analytical and structured problem-solving skills.
• Ability to adapt quickly to new tools and environments with minimal knowledge transfer.
• Strong customer handling and stakeholder management skills.
• Demonstrated success working collaboratively in team-oriented environments.