Be the person who makes service delivery actually work, not just “look organized.” If you’re a Jira Cloud + Zendesk power-user who thinks in ITIL best practices and loves building clean workflows that keep teams aligned, this one’s for you.
About AE Perkins
AE Perkins is a holding company supporting multiple operating entities, with teams that rely on strong internal service delivery to keep customers supported and product work moving. This role sits at the center of technical and support operations, ensuring platforms, processes, and workflows stay scalable and reliable.
Schedule
- Remote (U.S.)
- Full-time
- On-call support may be required as assigned for emergency situations
- Cross-team collaboration with Support, Product, Engineering, and IT expected
What You’ll Do
- Implement and manage ITIL-aligned processes across Jira Cloud and Zendesk
- Streamline Incident Management: ticket intake, triage, escalation, and resolution workflows
- Own Change Enablement processes to reduce risk across all changes
- Drive Problem Management: root cause analysis and prevention of repeat incidents
- Maintain a high-velocity Service Request desk for standard needs
- Evaluate, install, and configure marketplace apps/plugins (Atlassian + Zendesk) to expand functionality (reporting, asset tracking, time tracking, etc.)
- Serve as the primary admin for Jira Cloud and Zendesk, ensuring availability and performance
- Manage bi-directional workflows between Zendesk (customer support) and Jira (engineering/product) so developers have full issue context
- Lead smaller service management projects or own key components of larger initiatives
- Create and maintain “how-to” guides, troubleshooting documentation, and support procedures
- Mentor teammates on service management best practices and platform proficiency
- Stay current on IT trends and recommend improvements proactively
What You Need
- Associate degree in computer science or equivalent experience (Bachelor’s preferred)
- 4+ years of Jira Cloud + Zendesk administration experience
- Strong working knowledge of ITIL 4 (certification preferred)
- Advanced troubleshooting across Atlassian Cloud, Zendesk, and related tools (including Trello)
- Strong JQL skills for advanced reporting
- Experience building Zendesk triggers and automations to reduce manual work
- Familiarity with API-based integrations between SaaS tools
- Proven experience implementing and maintaining third-party apps/integrations to solve business needs
- Strong communication skills (able to explain technical concepts across the org)
- Comfortable training and guiding others; confident leading smaller projects
- Excellent time management with the ability to juggle priorities under pressure
Benefits
- $70,000/year base pay + bonus potential
- Annual bonus plan eligibility (up to 10% of salary, if offered employment)
- Medical, dental, and vision insurance
- 401(k) with matching
- FSA and HSA options
- Disability & life insurance + Employee Assistance Program
- LegalShield + ID Shield
- Commuter reimbursement plan
- Tuition reimbursement
- Wellable membership
- Telescope Health (telehealth) + Intellect (mental health app)
- Employee engagement activities (events, raffles, book club, and more)
This is a builder role. If you’re ready to bring order, speed, and best-practice structure to service delivery, apply now.
Make the workflows cleaner. Make the teams faster. Make the system make sense.
Happy Hunting,
~Two Chicks…