IT Service Management Engineer

Job Description

Ingram Content Group (ICG) is hiring for an IT Service Management Engineer for our Information Technology Team in LaVergne, TN.

This individual will be responsible for administering and maintaining our IT Service Management (ITSM) applications including Jira, Confluence, and OpsGenie. Configures and supports these applications end-to-end, including application setup, configuration, and patching, workflow management, licensing and more. 

 In addition, this person will administer our Microsoft 365 collaboration applications, namely Microsoft Teams and SharePoint, in our hybrid on-premises/cloud environment. Works with Active Directory, Azure AD/Entra ID, and manages the applications through scripting and the O365 admin portal. 

Want to help explore and build new ways to deliver content to the world?  

At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel.  We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization.   Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation.   

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways.  If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business, and enjoys working in a connected culture, we can’t wait to meet you!  

The ideal candidate will have the following minimum qualifications: 

• Associate degree in Computer Science or related field or directly related year for year work experience

• 1+ years’ experience as a System Engineer or equivalent role required  

We have a preference for: 

• Deep knowledge of Atlassian suite, especially Jira, Confluence and OpsGenie administration 
• Solid experience with M365 administration, particularly Teams, SharePoint, AD and AAD 
• Proficient in scripting with PowerShell, JavaScript, Bash or similar languages 
• Comfortable with Linux server administration and using CLI 
• Understanding of ITIL framework and service management best practices 
• Excellent problem-solving, communication and documentation skills 
• Ability to manage multiple priorities in a fast-paced environment 
• Team player with strong collaboration and interpersonal skills
• Nice to haves: Atlassian Certified Professional in Jira Administration, ITIL 4 Foundation 

The IT Service Management Engineer key responsibilities are: 

• Installs, configures, maintains and troubleshoots Atlassian applications (Jira, Confluence, OpsGenie) hosted on Linux servers 
• Manages application configuration, user access, workflows, plugins, upgrades and patching for ITSM tools
• Administers Microsoft Teams and SharePoint Online, including tenant management, policies, app setup, etc. 
• Develops scripts using PowerShell, JavaScript, Bash etc. to automate tasks and integrate systems 
• Monitors system health, performance and capacity. Proactively identifies and resolves issues 
• Stays current on ITSM and collaboration technology advancements and proposes improvements 
• Documents system configurations, processes and procedures thoroughly 

Other Duties 

• Participates in project work and collaborates with other IT teams as needed 
• Provides Tier 3 support and troubleshooting for escalated ITSM and M365 issues 
• Performs other related duties as assigned 

Additional Information

Perks/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 Assistant programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Free card registration at the Nashville Public Library
  • Discounted offers to self-publish with IngramSpark®!
• 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