Enterprise Collaboration & Support Engineer (ITSM)

Job Description

Ingram Content Group (ICG) is hiring a Enterprise Collaboration & Support Engineer to support our IT Services team. The Systems Engineer provides technical leadership and administration for enterprise SaaS platforms including Atlassian and Zendesk solutions. Responsible for platform configuration, automation, integrations, governance, security, cloud initiatives, and continuous improvement efforts that enhance operational efficiency and business outcomes. This position will require 4 days in the office, candidates must be in or willing to relocate to the Nashville, TN region.

Want to help explore and build new ways to deliver content to the world? 

At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel.  We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization.   Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation. 

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways.  If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business, and enjoys working in a connected culture, we can’t wait to meet you! 

The ideal candidate will have the following minimum qualifications:

• Associate degree in Computer Science or related field or directly related year for year work experience
• 1+ year as a Systems Administrator/Engineer or similar title required

We have a preference for:

• Experience administering Atlassian Cloud products, including Jira, Jira Service Management, Confluence, Atlassian Guard, project settings, workflows, permissions, schemes, automation rules, and marketplace applications
• Experience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configuration
• Knowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processes
• Ability to configure and optimize SaaS platform workflows, forms, queues, notifications, approval paths, dashboards, and reporting to support business and operational needs · Experience supporting identity, access, and governance activities for SaaS platforms, including SSO, SCIM/user provisioning, role-based permissions, access reviews, audit support, and data security practices
• Working knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applications
• Basic understanding of scripting or automation tools such as PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologies
• Knowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trends
• Ability to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practices
• Familiarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planning
• Knowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platforms
• Ability to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processes
• Ability to work both independently and as part of a cross-functional team
• Ability to determine when to escalate problems, risks, security concerns, or platform limitations as needed
• Strong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholders

The Engineer’s key responsibilities are:

• Manage user provisioning, deprovisioning, SSO integrations, access reviews, role-based permissions, and audit support activities for enterprise applications.
• Troubleshoots problems related to platform configuration and integrations resolving issues as assigned.
• Knowledge of ITIL principles and IT Service Management (ITSM) best practices, including incident, problem, change, request, and knowledge management processes.
• Manages, participates, or performs tasks related to specific projects to implement new technology as assigned.
• Evaluate, implement, and optimize AI-powered capabilities, reporting solutions, and service.
• management processes, and operational metrics to improve customer and employee experience.
• Configures, integrates, deploys and tests platforms ensuring operational efficiencies.
• Establishes and maintains best practices for SaaS platform administration, governance, security, and lifecycle management.
• Maintains consistent documentation for system configurations, installation and administration procedures.
• Administer and govern enterprise SaaS platforms including Jira, Jira Service Management, Confluence, Atlassian Guard, Zendesk, and related applications, ensuring security, reliability, and compliance with company standards.
• Interacts regularly with intermediate and senior engineers to identify, build, and implement automation to drive greater efficiencies and standards.
• Design, implement, and support automated workflows, integrations, APIs, and provisioning processes to improve operational efficiency and reduce manual effort across business systems.
• Organizes priorities, escalates problems as needed and communicate effectively with manager, co-workers and clients.
• Consults with Ingram associates, vendors, and trading partners to evaluate business opportunities related to our technology infrastructure.

Hiring Salary Range: $84,895 - $107,643. This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to:  the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data

Additional Information

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code & Flexible Schedules (per team)

The world is reading, and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EOE-Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish