Role Description We are seeking an Atlassian/Zendesk Administrator to serve as the backbone of our service delivery operations. This role is perfect for a platform power-user who understands that tools like Jira Cloud and Zendesk are most effective when aligned with global best practices. You will be responsible for ensuring our technical and support teams are aligned with systems using best practices across the board. Qualifications - Associate degree in computer science or equivalent experience required. Bachelor’s degree preferred. - 4+ years of experience with Jira Cloud and Zendesk administration. - Strong working knowledge of ITIL 4 (Certification preferred). - Experience with project management, advanced troubleshooting, and technical support for complex issues. Requirements - ITIL Process Alignment: Implement and manage core ITIL processes within the Jira and Zendesk environments, specifically: - Incident Management: Streamlining ticket intake and escalation. (Advanced) - Change Enablement: Managing the lifecycle of all changes to minimize risk. (Advanced) - Problem Management: Identifying root causes and preventing recurring incidents. (Advanced) - Service Request Management: Maintaining a high-velocity service desk for standard requests. (Advanced) - Ecosystem Expansion: Evaluate, install, and configure third-party plugins from the Atlassian Marketplace and Zendesk App Marketplace to extend platform functionality (e.g., advanced reporting, asset management, or time tracking). (Advanced) - Platform Administration: Act as the primary admin for Jira Cloud and Zendesk, ensuring high availability and optimal performance. (Expert) - Integrated Workflows: Manage the "bi-directional" flow of information between Zendesk (Customer Support) and Jira (Product/Engineering) to ensure developers have full context on customer issues. (Advanced) - Project Management and Coordination: - Lead smaller service management projects or own components of larger projects, coordinating with various teams to ensure successful implementation (Intermediate). - Document, maintain, and improve troubleshooting guides, "how-to" procedures, and support documentation (Intermediate). - Be available for on-call support, as assigned by the manager, in emergency situations (Intermediate). - Mentoring and Team Support: - Provide guidance and mentorship to other employees, helping them grow their proficiency and understanding of best practices within service management systems (Intermediate). - Stay up-to-date with emerging IT trends and technologies, proactively recommending new solutions to improve the team's effectiveness (Intermediate). - Perform other duties as assigned by the manager (Intermediate). Benefits - Medical Insurance - Vision Insurance - Dental Insurance - 401(k) Matching - Flexible Spending Accounts - Health Savings Accounts - Disability & Life Insurance - Employee Assistance Program - LegalShield - ID Shield - Commuter Reimbursement Plan - Tuition Reimbursement - Bonus Pay - This position falls under our “Corporate Bonus Plan” which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment. - Wellable membership - Telescope Health (telehealth) through Accresa - Intellect (mental health) application - Employee engagement activities, including voluntary events, raffles, book club, and more!

• Administer user accounts, groups, and policies in Google Workspace and JumpCloud. • Manage SaaS tools including Zoom, RingCentral, Salesforce, and Exclaimer. • Review and test SAML/SSO integrations for new applications. • Support JAMF Pro workflows including device profiles and app deployment. • Troubleshoot access, authentication, and provisioning issues escalated from Tier 1. • Escalate complex system issues to Systems Administrator II. • Collect requirements for new tools or workflows and support project planning. • Provide on‑site support 2–3 days per week within assigned region. • Travel as needed for hardware rollouts and network upgrades. • Maintain system and workflow documentation in Confluence. • Draft end‑user communications for updates and new releases.

• Configure and manage Jamf Pro policies, scripts, patching, and deployment automations. • Administer Meraki networks including VLANs, SSIDs, VPN, and site templates. • Manage advanced Google Workspace settings such as routing, DLP, and auditing. • Administer Zscaler, BeyondTrust, CrowdStrike, Paubox, and other security platforms. • Implement identity governance and least‑privilege frameworks. • Lead resolution of advanced Tier 3 incidents and provide root‑cause analysis. • Perform AWS and Google Cloud operational tasks including IAM and VM provisioning. • Build automation scripts using Python, Bash, or PowerShell. • Develop integrations between Salesforce, ContactZilla, Google External Directory, and other systems. • Lead system upgrades, deployment projects, and network improvements. • Approve major configuration changes initiated by SysAdmin I. • Maintain technical documentation, runbooks, and system diagrams.

• Act as Administrator and first line of support for D365 F&O environment throughout UAT, go-live, and post–implementation stabilization, ensuring reliable system performance. • Manage user access and security roles, maintaining compliance with Unilever’s IT and data governance standards. • Monitor and maintain batch jobs, integrations, and workflows, proactively identifying and resolving system issues. • Oversee environment lifecycle management, including sandbox refreshes, code deployments, updates, and patches using Lifecycle Services (LCS) and Azure DevOps. • Troubleshoot and resolve functional and technical issues, coordinating with internal teams, third party vendors, and Microsoft Support as needed. • Document and maintain system configurations, integrations, and standard operating procedures (SOPs), ensuring a robust knowledge base for ongoing operations. • Collaborate with the D365 Product Owner and cross-functional stakeholders (Finance, Operations, Supply Chain) to support enhancements, new module rollouts, and optimization projects. • Provide end-user support and training, ensuring adoption of D365 best practices and efficient day-to-day system use. • Ensure system security and compliance, enforcing segregation of duties, maintaining audit readiness, and supporting internal/external IT audits. • Drive continuous improvement, identifying opportunities to enhance business processes, automate workflows, and enhance compliance.