ITSM and Jira Lead

At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!

An ITSM (IT Service Management) Process Lead with Jira administration skills is responsible for designing, implementing, and managing ITSM processes within an organization, leveraging Jira Service Management to streamline workflows and improve service delivery.

In essence, this role bridges the gap between IT service management principles and the practical implementation of those principles using Jira Service Management, ensuring that IT services are delivered effectively and efficiently.

This position sits onsite in Grapevine, TX 5 days a week.

Responsibilities:

Process Design, Implementation and Management:

• Develop and implement ITSM processes, such as incident, problem, change, and request management, aligning them with industry best practices (e.g., ITIL).
• Define workflows, SLAs (Service Level Agreements), and automation rules within Jira Service Management.
• Ensure processes are efficient, effective, and meet business needs.
• Ensure Problems derived from critical incidents are resolved.
• Reviews the efficiency and effectiveness of the problem control process and makes recommendations for improvements.

Jira Service Management Administration:

• Configure, maintain, and customize Jira Service Management for ITSM processes.
• Manage user permissions, user accounts, permissions, security schemes, workflows, fields, and screens, and access within Jira.
• Develop and deploy custom Jira workflows, plugins, and integrations as required.
• Implement and maintain project templates, issue types, schemes, and custom fields.
• Create and manage service request forms, knowledge base articles, and customer portals. Conduct training sessions and create user guides/documentation to support adoption and best practices.
• Integrate Jira/Confluence with other business tools (Microsoft Teams, Outlook, PPM tools etc.).
• Monitor and optimize Jira Service Management performance.

Service Delivery and Improvement:

• Track and analyze ITSM metrics to identify areas for improvement.
• Communicate ITSM processes and procedures to stakeholders.
• Provide guidance and support to IT support teams and end-users.
• Stay up-to-date with the latest ITSM trends and technologies.

Collaboration and Communication:

• Works effectively and cooperatively with others; establishing and maintaining good working relationships.
• Acts as single point of coordination, management and continued process improvement across all IT and Business teams.
• Model the high level of customer service expected of all GameStop associates including, but not limited to, responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others' feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate.
• Facilitate communication and collaboration within the ITSM team.
• Represent ITSM in meetings and projects.

Key Skills and Knowledge:

• ITSM Process Knowledge: Strong understanding of ITSM processes, frameworks (e.g., ITIL), and best practices.
• Jira Service Management Expertise: Proficiency in configuring, administering, and using Jira Service Management, Jira Projects and Confluence.
• Technical Skills: Familiarity with IT infrastructure, systems, and applications.
• Communication and Interpersonal Skills: Ability to communicate effectively with technical and non-technical audiences.
• Problem-Solving and Analytical Skills: Ability to identify, analyze, and resolve ITSM-related issues.
• Project Management Skills: Ability to manage ITSM projects and initiatives.

Qualifications:

• Accredited Bachelor's degree in an IT discipline or a related field of study required; at least two years of additional related work experience may be considered in substitution.
• 5 years of progressive experience in enterprise level IT environments required.
• Expert communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.
• Expert ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Proficient ability to be self-driven and resourceful to achieve goals independently as well as work well in groups.
• Proficient ability to communicate effectively with others using spoken and written English.
• Proficient ability to work collaboratively with others; conduct working relationships in a manner acceptable to others and to the organization.
• Proficient knowledge of Windows-based business computers and Microsoft Office programs; specifically, Access, Excel, Outlook, PowerPoint and Word.
• Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.
• ITIL Foundation Certification required; ITIL Operations or Operational Support and Analysis Certification preferred.
• Hands-on Jira administration experience, including Jira Service Management and Confluence.
• Strong understanding of Agile, Scrum, and Kanban methodologies.
• Proficiency with Jira Query Language (JQL) and automation rules.
• Experience with Atlassian Marketplace apps
• Familiarity with user management (LDAP/Active Directory), SSO, and security best practices.
• Basic knowledge of REST APIs, and scripting languages (a plus).

Nice to Have:

• Atlassian certifications (ACP-610, ACP-620, etc.).
• Knowledge of DevOps tools (Bitbucket, GitLab).

Full-time store positions at GameStop are also eligible to participate in incentive programs, health benefits, paid time off, 401 (k), employee discount and a casual work environment. Positions at GameStop may also be eligible for a bonus and/or other incentives.