IT System & Service Management Specialist

About the company: At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation. Key Responsibilities: Administer and configure Microsoft 365 services, including user accounts, security groups, SharePoint, Teams, Exchange, and OneDrive. Microsoft Intune device policy and Autopilot, Conditional Access, audit-log review, and license assignment. Configure and manage Jira workflows, permissions, and user roles to ensure optimal usage across teams. Integrate Jira with other tools as needed. Includes Jira Assets administration. Manage and optimize Jira Service Management for IT service requests, incident management, and change requests to ensure smooth internal processes. Includes request type, queue, SLA, and automation-rule design across ITIL-aligned practices (incident, request fulfillment, change, problem, knowledge, and service-level management). Implement and manage access permissions for internal systems, ensuring users have the appropriate level of access based on their roles and responsibilities. Set up and maintain SSO solutions across systems, including Microsoft Azure AD, ensuring smooth authentication processes for users. Covers SAML and SCIM integrations with a broad SaaS estate Design and enforce security policies, including password policies, multi-factor authentication (MFA), and encryption standards, in accordance with best practices and regulatory requirements. Ensure efficient and secure processes for onboarding and offboarding employees, including creating user accounts, assigning roles, and revoking access when necessary. Set up and manage internal systems to meet business needs, ensure secure integration with existing platforms, and maintain alignment with IT security and compliance standards. Deploy and manage mobile and endpoint devices using Microsoft Intune (for Windows and Android) and Jamf (for Apple devices). Enforce security policies, ensure compliance, and provide remote support capabilities across all managed devices. Monitor system logs and perform regular audits to ensure compliance with security policies. Respond to and mitigate security incidents. Automate repetitive tasks related to user management, access control, and system configurations using PowerShell, Bash, or other scripting languages. Includes Jira/JSM automation rules Ensure that systems meet compliance standards such as GDPR, HIPAA, or other relevant regulations, and participate in internal and external audits. Operate within ITIL-aligned service management practices — incident, request fulfilment, change, problem, knowledge, service-level, and vendor management — using JSM as the system of record. Maintain queue hygiene, SLA compliance, and accurate ticket categorization. Author and maintain Runbooks, Standard Operating Procedures, and Knowledge Base articles in Confluence to enable consistent service delivery. Liaise with SaaS vendors (e.g., Atlassian, Microsoft) and internal Compliance and Finance teams to coordinate license renewals, seat planning, tier upgrades, and order-form approvals. Plan, document, and execute IT changes (e.g., permission scheme updates, SaaS integrations, group rollouts) under appropriate peer or stakeholder review, with rollback procedures and clear customer communication. Bachelor’s degree in Information Technology, Computer Science, or a related field. 3+ years of experience in system administration or IT systems configuration. Expertise in Microsoft 365 administration including Exchange Online, Teams, SharePoint, and OneDrive. Experience in Jira administration (user roles, permissions, and workflow configurations). Experience in Jira Service Management for handling IT service requests and change management. Strong knowledge of SSO technologies, particularly Microsoft Azure AD and other identity management platforms. Familiarity with access control policies and user lifecycle management (provisioning, de-provisioning). Hands-on experience with cybersecurity best practices, including MFA, encryption, and vulnerability management. Strong proficiency in scripting languages such as PowerShell and Bash for automating tasks. Experience with cloud platforms (Azure, AWS) is a plus. Awareness of and exposure to ITIL 4 service-management practices (incident, request fulfilment, change, problem, knowledge, service-level, vendor management). Experience with SaaS platform administration. Strong written communication and documentation skills — able to author runbooks and Knowledge Base articles, and comfortable using dashboards and metrics. Exposure to enterprise AI tooling is a plus. Rewarding career development with regional exposure. Continuous team-building activities. Festive seasons and monthly birthday celebrations. Medical, dental, optical, and gym benefits, along with various types of leave. Young, vibrant, and open work culture.