Ingram Content Group (ICG) is hiring a Systems 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 experience1+ year as a Systems Administrator or Network Engineer or similar title requiredWe 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 applicationsExperience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configurationKnowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processesAbility 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 practicesWorking knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applicationsBasic understanding of scripting or automation tools such as PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologiesKnowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trendsAbility to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practicesFamiliarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planningKnowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platformsAbility to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processesAbility to work both independently and as part of a cross-functional teamAbility to determine when to escalate problems, risks, security concerns, or platform limitations as neededStrong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholdersThe System 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
