OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.

The Challenge 

The Principal ITSM Engineer at OneTrust will combine sharp technical acumen with ITSM practice expertise, playing a key role in designing, implementing, and supporting ITSM practices across OneTrust. This individual will be tasked with developing advanced ITSM services and leading the proactive and relentless pursuit of continuous practice and service improvement, helping ensure the success of ITIL-based ITSM practices including Service Desk, IT Asset Management, Change Management, Incident Management, and Knowledge Management. 

Your Mission 

• Implement, customize, and continually improve Jira and related ITSM tools across the organization. 
• Provide responsive and proactive support of Jira and other ITSM tooling, taking corrective and preventative actions to resolve issues, risks, and gaps. 
• Evaluate, recommend, implement, and manage ITSM tools, technologies, and solutions based on the assessed and continually evolving needs of stakeholders. 
• Collaborate in the design of ITSM processes, services, and metrics, ensuring compliance with best practices and standards. 
• Leverage cutting-edge technologies such as automation, AI, and other advanced configurations to provide a highly effective and optimized user experience. 

You Are 

• A highly technical IT Service Management expert with deep expertise creating advanced configurations in Jira and other Atlassian tooling. 
• An excellent, highly personable communicator and collaborator, with experience working with and supporting stakeholders across business units and functions. 
• Highly organized and detail-oriented with excellent process management skills; project and goal oriented with the ability to drive efforts from inception to production. 
• Driven to deliver exceptional, highly reliable, and scalable services that will perform critical functions across a fast-growing organization. 
• Able to independently manage multiple simultaneous tasks and projects effectively, quickly adapting to new situations and aligning to business needs. 

Your Experience Includes 

• 7+ years’ experience as Jira Administrator with experience customizing Jira projects with automation, complex workflows, various schemes, and the like. 
• Experience implementing and managing ITSM technologies in an organization of over 2000 people. 
• Providing expert-level support to address and resolve technical issues, troubleshoot problems, and optimize the performance of Atlassian tools. 
• Maintaining clear and comprehensive documentation of configurations, processes, and integrations. 
• Deep knowledge of frameworks and solutions for ITSM practices such as service desk, IT asset management, change management, incident management, and knowledge management. 

Extra Awesome 

• ITIL 4 Foundations certification (or higher). 
• Bachelor’s degree in computer science, engineering, or a related technical field. 
• Familiarity with cloud-based IT infrastructure and collaboration tools such as Microsoft 365 (Teams, OneDrive, SharePoint), Azure AD, Oomnitza, and MDM platforms (e.g. Workspace One, MS Intune). 

OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.  

The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins toFinish Stronger.  

We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”.

• Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.  
• Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.

Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.