Atlassian Administrator

MUFG Investor Services provides asset servicing solutions to the global investment management industry. Leveraging the financial and intellectual capital of MUFG – one of the largest banks in the world with $2.8 trillion in assets – we provide clients access to a range of leading solutions from fund administration, middle-office outsourcing, custody, foreign exchange, trustee services and depository to securities lending and other banking services.

With a diverse and dynamic network of offices across the globe, MUFG Investor Services provides challenging and rewarding careers. We achieve this by offering continuous learning and development, collaborative team work environment, promotion of work-life integration, and exposure to a wide variety of work.

Imagine your future at MUFG Investor Services where you can grow professionally, in a diverse and inclusive workplace that rewards your contribution.

Job Description
The IT Service Management team is at the center of standardizing the methods, tools, and procedures for proficient and prompt handling of all IT Service Management toolset. You will help define critical success factors (CSFs) for organizational objectives and then define KPIs for the CSFs, for more granular and transparent measurement and assessment. You will ensure that the selected ITSM/service desk tools are able to capture demand for incident resolution and service requests.

In this role, you will be responsible for implementation, configuration, and providing technical support for our IT Service Management (ITSM) toolset (Jira Service Management, Jira, Confluence), as well as implementing and maintaining selected ITIL practices.

Additionally, you will serve as the
Atlassian tools administrator
for the organization.

Reporting to the Director, IT, IT Service Management you will:

• Provide technical support for our ITSM tools, Jira Service Management, Jira, Confluence, and other Atlassian products and add-ons.
• Serve as the Atlassian tools administrator for the organization, ensuring that our Atlassian tools are configured and integrated with other systems and tools.
• Work closely with the IT and development teams to ensure that our ITSM tools are functioning optimally and meeting the needs of our users.
• Train users on how to use our ITSM tools and ITIL processes.
• Assist in creating and maintaining the company's CMDB, the Service Catalogue, and Knowledge base articles and Knowledge of assets, asset query language and use in automations.
• Develop and maintain documentation for our ITSM tools and ITIL processes.

• Implement selected General and Service Management ITIL practices.

• Lead efforts in implementing and maintaining Knowledge management, Availability management, Monitoring and Event management, Asset management, and Service Configuration management.

• Provide coverage for the CAB meeting and DR exercises, in absence of Change/Service Continuity manager

Qualifications

• 3+ Years of Experience with Atlassian products (Jira Service Management, Jira, Confluence) in a professional setting, relevant certifications are an added advantage
• Technical support knowledge of ITSM tools (Jira Service Management, Jira, Confluence)
• A Certificate / Diploma in Computer Science, Business, Related Sciences, or equivalent combination of education and work experience.
• IT Service Management knowledge, ITIL practices implementation experience
• Excellent knowledge of ITIL best practices, including incident management, problem management, change management, and service desk management.

Preferred:

• ITIL Foundation certificate is an asset
• AWS Practitioner certificate is an asset
• Experience with scripting and automation is a plus.

Additional Information
At MUFG Investor Services, we are exceptionally proud of our approach to Hybrid Working. It enables the flexibility to thrive from wherever our employees work and, stay connected to their team and our culture. When we make Hybrid Working plans, we get to know the individual and pride ourselves in underpinning all our decisions with fairness and consistency.

We thank all candidates for applying; however, only those proceeding to the interview stage will be contacted. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only to provide an accessible candidate experience.

MUFG is an equal opportunity employer.