Senior Platform Administrator – ServiceNow SPM, Jira, and Confluence

Location: Bethlehem, United States

Why Join Guardian Life?

Guardian Life is a premier mutual insurance company dedicated to protecting the financial well-being of individuals, families, and businesses across the United States. With over 160 years of history, we pride ourselves on fostering innovation, employee growth, and a collaborative culture. As a Senior Platform Administrator, you'll join a dynamic technology team driving digital transformation in portfolio management, agile practices, and enterprise solutions. Work with cutting-edge tools like ServiceNow SPM, Jira, and Confluence to support Enterprise Portfolio, Finance, and Agile COE teams. Enjoy a hybrid work model in Bethlehem, competitive pay, comprehensive benefits, and opportunities for career advancement in a stable, Fortune 500 organization committed to diversity, equity, and inclusion.

Role Description

As a Senior Platform Administrator at Guardian Life, you will administer, configure, customize, and support ServiceNow Strategic Portfolio Management (SPM), Atlassian Jira, and Confluence (Data Center version). Your focus will be on technical implementations aligned with enterprise standards, governance, and best practices. Collaborate closely with Enterprise Portfolio, Finance, Coaching COE, and Technology teams to deliver scalable solutions that meet business needs and enhance agile processes. This role demands expertise in platform maintenance, integrations, governance, and stakeholder engagement to ensure high availability, performance, and user satisfaction.

Detailed Responsibilities

Platform Administration & Maintenance

• Administer, configure, and maintain ServiceNow SPM, Jira, and Confluence, ensuring 99.9% availability, optimal performance, and robust security, including marketplace add-ons.
• Lead environment upgrades, conduct release impact assessments, testing, and drive platform health improvements.
• Perform best-practice maintenance: minimize customizations, archive historical data, audit users/groups/permissions regularly.
• Monitor platform performance metrics, execute routine maintenance, and implement cleanup strategies for efficiency.

Configuration & Integration

• Configure Atlassian and ServiceNow SPM features, automation rules, and integrations to fulfill user and business requirements.
• Manage Jira projects, workflows, issue types, screens, fields, and permission schemes to synchronize with ServiceNow SPM.
• Collaborate with IT, Agile teams, and platform owners for seamless integrations with GitHub, Jenkins, ServiceNow SPM, and third-party plugins.

Governance & Roadmap

• Develop and enforce governance policies, standard operating procedures for SPM, Jira, and Confluence usage.
• Participate in technical governance boards, influencing design decisions and platform strategies.
• Support roadmap development, demand shaping, and prioritization of enhancements.

Stakeholder Engagement, Training & Support

• Serve as escalation point for enhancements, projects; communicate changes and build relationships with stakeholders.
• Troubleshoot issues, deliver training sessions, create documentation, and provide post-go-live support for users.

Monitoring, Reporting & Migration

• Establish KPIs, custom dashboards using Tableau, ServiceNow, JQL, and Automation for Jira; monitor operational performance.
• Continuously improve platform health for high availability and efficiency.
• Contribute to migrations from Jira/Confluence Data Center to Atlassian Cloud.

Required Skills

Guardian Life seeks candidates with proven expertise in ServiceNow SPM administration, Jira/Confluence management, and agile tooling. Key technical proficiencies include JQL scripting, Groovy/Python/PowerShell, plugin management (ScriptRunner, JSU, etc.), and DevOps integrations.

Education & Experience

• 5+ years hands-on ServiceNow development/engineering, emphasizing SPM module.
• 5+ years Jira & Confluence administration (Data Center), with Jira/Confluence Cloud knowledge.
• Strong grasp of development, release management, plugins for ServiceNow SPM.
• Proficiency in JQL, scripting (Groovy, Python, PowerShell), Jira automation.
• Experience with plugins: ScriptRunner, JSU Automation, Agile Poker, draw.io, Power Scripts, Better Excel Exporter, Bulk Clone.
• Familiarity with Agile (Scrum, Kanban), ITSM; integrations with GitHub, Jenkins, ServiceNow SPM.
• Excellent soft skills: executive communication, problem-solving, teamwork.
• Bachelor's degree in Computer Science, IT, or related field preferred.

Compensation Overview

Competitive base salary reflective of experience, plus performance bonuses, equity opportunities, and total rewards package.

Benefits

• Comprehensive health, dental, vision insurance with low premiums.
• 401(k) with generous company match and immediate vesting.
• Paid time off, parental leave, and flexible hybrid work options.
• Professional development stipend, tuition reimbursement.
• Wellness programs, employee assistance, and volunteer paid time off.
• Life and disability insurance, retirement planning support.

Guardian Life is an equal opportunity employer. Apply now to elevate your career in ServiceNow SPM, Jira, and Confluence administration!