ITSM Manager

Overview

ABOUT US

Founded in 1993, Bayview Asset Management is an investment management firm focused on investments in mortgage and consumer credit, including whole loans, asset-backed securities, mortgage servicing rights, and other credit-related assets.

POSITION SUMMARY

The ITSM Manager is responsible for leading the design, implementation, and continuous improvement of IT Service Management processes, with a strong emphasis on the Atlassian ecosystem (Jira, Jira Service Management, Confluence, Bitbucket). This role ensures alignment with ITIL best practices while optimizing service delivery, operational efficiency, and developer collaboration workflows.

The ideal candidate combines deep ITSM process expertise with hands-on Atlassian platform administration and integration experience.

RESPONSIBILITIES:
• Define, implement, and mature ITSM processes aligned with ITIL frameworks, including Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Establish governance frameworks, KPIs, and SLAs/OLAs to measure and improve service performance.
• Drive continuous service improvement (CSI) initiatives using data-driven insights and performance metrics.
• Serve as product owner for the Atlassian platform, including Jira, Jira Service Management (JSM), Confluence, and Bitbucket.
• Design, configure, and maintain workflows, automation rules, permission models, and system schemas.
• Lead platform standardization, optimization, and integration efforts across business units.
• Manage system upgrades, plugins, and integrations within the Atlassian ecosystem.
• Translate ITSM processes into scalable Jira/JSM workflows and automation pipelines.
• Implement self-service capabilities, service catalogs, and knowledge base integrations.
• Integrate Atlassian tools with CI/CD pipelines, cloud platforms (AWS, Azure), and enterprise systems.
• Lead and mentor ITSM analysts, administrators, and platform engineers.
• Collaborate with DevOps, Engineering, Security, and business stakeholders to align service delivery objectives.
• Act as an escalation point for major incidents and service disruptions.
• Develop dashboards and reporting frameworks to track key service metrics (e.g., MTTR, SLA compliance, change success rate).
• Provide executive-level reporting and actionable recommendations.
• Ensure ITSM processes comply with regulatory and security standards (e.g., SOX, ISO 27001).
• Support audit activities and maintain process documentation within Confluence.

QUALIFICATIONS:
• Bachelor's degree in information technology, Computer Science, or related field
• 7+ years of IT experience, with at least 3+ years in ITSM leadership roles
• Hands-on experience administering Atlassian tools:
o Jira Software
o Jira Service Management (JSM)
o Confluence
o Bitbucket
• Strong understanding of ITIL framework (v3 or v4)

REQUIRED SKILLS:
• Advanced Jira workflow design and Jira Service Management queue configuration.
• Automation expertise using Jira Automation, ScriptRunner, and REST APIs.
• Confluence space architecture and knowledge management design.
• Bitbucket repository management and CI/CD integration.
• Strong data analysis and reporting skills (JQL, dashboards, BI tools).
• Leadership and team management capabilities.
• Excellent stakeholder communication and negotiation skills.
• Analytical mindset with a focus on continuous improvement.
• Ability to operate effectively in fast-paced, DevOps-oriented environments.
• ITIL v4 Certification (Foundation or higher).
• Atlassian certifications (e.g., ACP-100, ACP-400, ACP-600).
• Experience with scripting and automation (Groovy, Python, REST APIs).
• Experience integrating Atlassian tools with CI/CD tools (Jenkins, GitHub Actions), cloud platforms (AWS, Azure), and monitoring/observability tools.

LOCATION AND COMPENSATION:
• This role can be will be fully remote.
• This position will be hybrid and you will be expected to spend 3 days on-site.
*Salary may vary based on work experience, market conditions, location, and qualifications/training.

EEOC:

Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

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