Director, Technology Process & Configuration

Job Description:

Position Overview

We are seeking a highly skilled and experienced Director to oversee critical operational functions including configuration and change management, account management, process integration, and daily operational oversight. This role will be responsible for overseeing the end-to-end process management and redesign for onboarding, account management, system integrations, and other key operational processes to drive efficiency and effectiveness. The ideal candidate will work closely with vendors, technical development teams, and business stakeholders to evaluate, design, and implement efficient and streamlined processes while ensuring service delivery meets defined SLAs. This role requires expert knowledge of Atlassian Jira, ServiceNow, and experience in vendor engagement.  The ability to manage direct staff while ensuring seamless system integrations and operational excellence is crucial.

This position is a great opportunity for a results-driven leader with a passion for optimizing business and technology processes while ensuring operational excellence and service delivery. If you have the required expertise and experience, we encourage you to apply.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Responsibilities

Vendor Engagement & Process Integration:

• Collaborate with vendors to define, implement, and optimize process flows and system integrations.
• Oversee vendor engagements, including professional services for technology integrations.
• Evaluate vendor-provided solutions to ensure alignment with business and technical requirements.

Configuration & Change Management:

• Expertly manage Atlassian Jira, including its use in configuration management, change management, and Jira Agile.
• Oversee the change management process, including ticket reviews, approvals, and process definition within Jira.
• Define and maintain change management workflows and system integrations.
• Record and report on system changes, including frequency and risk classification.
• Manage account management staff in the processes of onboarding, account creation, system and access provisioning and de-provisioning, and reporting

Operational & SLA Management:

• Ensure day-to-day operational management of configuration processes and change management workflows.
• Monitor and meet service level agreements (SLAs) for change approvals, system integrations, and issue resolution.
• Implement best practices to improve system reliability, availability, and performance.
• Streamline and automate business processes, such as employee onboarding and offboarding.
• Leverage integrations across systems to enhance efficiency and reduce manual efforts.

Audit & Compliance:

• Support internal and external audit requests by providing data on access, approvals, certifications, and other compliance needs.
• Maintain configuration status accounting by tracking system modifications and ensuring accurate reporting.

Platform Support & Administration:

• Manage the application environment for Atlassian products, including Jira, Jira Agile, Confluence Wiki, and Bitbucket.
• Ensure the operating environment, version currency, and integrations are maintained and up to date.
• Work with technical teams to resolve platform-related issues and optimize performance.

Skills & Abilities

• Expert-level knowledge of Atlassian Jira and ServiceNow including their use in configuration and change management.
• Knowledge of IT service management (ITSM) and DevOps practices.
• Familiarity with automation tools and scripting for process improvements.
• In-depth understanding of business and technology process evaluations, optimizations, and implementations.
• Proven ability to lead direct reports and collaborate with cross-functional teams.
• Hands-on experience in managing system integrations and automation.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Experience in managing compliance, audit requests, and reporting.
• Demonstrated ability to manage day-to-day operations and meet delivery SLAs.

Education

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (Required).
• Master’s degree (e.g., MBA, MS in IT Management) preferred but not required.
• ITIL Certificat