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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Enterprise Collaboration & Support Engineer (ITSM) - **Company:** Ingram Content Group Inc. - **Location:** La Vergne, TN, United States - **Salary:** $84,895.0 - $107,643.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Artificial Intelligence, Application Lifecycle Management, Systems Engineering, Confluence, JIRA, Business Systems, Software as a Service, Cloud Computing, System Configuration, Continuous Integration, Data Security, Python (Programming Language), Knowledge Management, Machine Learning, Automation of Marketing, Metadata, Windows PowerShell, Release Management, Cloud Services, Systems Integration, User Provisioning Software, Workflow Management Systems, Scripting, Enterprise Software Applications, Microsoft Power Automate, Information Technology, Atlassian Tools, Zendesk, Webhooks, Software Version Control - **Published:** August 28, 2026 - **Apply:** https://jobs.smartrecruiters.com/IngramContentGroup1/744000146063920-enterprise-collaboration-support-engineer-itsm- ## About the Role * Associate degree in Computer Science or related field or directly related year for year work experience * 1+ year as a Systems Administrator/Engineer or similar title required We 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 applications * Experience administering Zendesk Support, Guide, Explore, or related Zendesk products, including user roles, groups, views, triggers, automations, macros, service channels, reporting, and knowledge base configuration * Knowledge of IT Service Management practices and service desk operations, including incident, request, problem, change, asset, and knowledge management processes * Ability to configure and optimize SaaS platform workflows, forms, queues, notifications, approval paths, dashboards, and reporting to support business and operational needs ยท 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 practices * Working knowledge of APIs, webhooks, connectors, and integration patterns used to connect Atlassian, Zendesk, Microsoft 365, automation platforms, and other enterprise applications * Basic understanding of scripting or automation tools such as PowerShell, Python, Jira Automation, Zendesk automations, Power Automate, or similar technologies * Knowledge of reporting and analytics tools used to measure ticket volumes, service performance, workflow efficiency, SLA attainment, customer satisfaction, and operational trends * Ability to evaluate, test, document, and implement platform changes while minimizing disruption and maintaining strong change-control practices * Familiarity with application lifecycle management, vendor coordination, licensing concepts, release management, and SaaS platform roadmap planning * Knowledge of version control, documentation, and collaboration practices used in operating and supporting enterprise SaaS platforms * Ability to translate business requirements into platform configuration, workflow design, reporting, documentation, and support processes * Ability to work both independently and as part of a cross-functional team * Ability to determine when to escalate problems, risks, security concerns, or platform limitations as needed * Strong interpersonal skills and the ability to collaborate with internal associates, technical teams, vendors, and business stakeholders ## Description Ingram Content Group (ICG) is hiring a Enterprise Collaboration & Support 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!, * 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. ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Beyond Webhooks: The Future of Scalable API Event Delivery](https://www.wearedevelopers.com/videos/100312-beyond-webhooks-the-future-of-scalable-api-event-delivery) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)