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Itsm Contract Jobs (NOW HIRING)

iTech AG

ServiceNow ITSM Developer (368)

Arlington, VA · On-site

$62.25 - $85.50/hr

Bachelors Degree * ServiceNow CIS-ITSM PREFERRED QUALIFICATIONS * Familiarity with Agile ... Pursuant to government contracts, US Citizenship is required. iTech AG is an Equal Opportunity ...

iTech AG

ServiceNow ITSM Developer (368)

Arlington, VA · On-site +1

$62 - $85.50/hr

Bachelors Degree * ServiceNow CIS-ITSM PREFERRED QUALIFICATIONS * Familiarity with Agile ... Pursuant to government contracts, US Citizenship is required. iTech AG is an Equal Opportunity ...

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Itsm Contract information

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$8

$38

$70

How much do itsm contract jobs pay per hour?

As of Jun 29, 2026, the average hourly pay for itsm contract in the United States is $38.10, according to ZipRecruiter salary data. Most workers in this role earn between $23.80 and $45.19 per hour, depending on experience, location, and employer.

What is an ITSM contract?

An ITSM (IT Service Management) contract is a formal agreement between a service provider and a client that outlines the terms, responsibilities, and expectations for delivering IT services. These contracts typically define the scope of services, service level agreements (SLAs), performance metrics, support response times, and fees. The purpose is to ensure both parties have a clear understanding of the services provided and the standards to be maintained, helping to manage risk and improve service quality.

What is the difference between Itsm Contract vs Service Desk Analyst?

AspectItsm ContractService Desk Analyst
CertificationsITIL, Service Management certificationsITIL, CompTIA A+, HDI-SD
Work EnvironmentContract-based, project-specific, IT service management teamsHelp desk, support center, IT support teams
Employer & IndustryIT service providers, consulting firms, large enterprisesCorporate IT departments, MSPs, support centers

While both roles involve IT service support, an Itsm Contract typically refers to a contractual agreement for IT service management projects, whereas a Service Desk Analyst is a role focused on providing frontline IT support. The contract role may involve overseeing multiple projects and ensuring service delivery, while the analyst handles day-to-day user issues. Understanding these differences helps organizations assign the right talent for specific IT support needs.

What are the key skills and qualifications needed to thrive as an ITSM (IT Service Management) Contract Specialist, and why are they important?

To excel as an ITSM Contract Specialist, you need a solid understanding of IT service management frameworks, contract negotiation, and vendor management, often supported by ITIL certification and experience in procurement or legal compliance. Familiarity with ITSM tools like ServiceNow, contract management software, and related documentation systems is commonly required. Strong attention to detail, negotiation skills, and clear communication are essential soft skills for effective stakeholder collaboration and successful contract execution. These skills ensure that IT services are delivered efficiently, risks are managed, and organizational goals are met within agreed contractual terms.

What are some common challenges faced by professionals managing ITSM contracts, and how can they be effectively addressed?

Professionals managing ITSM (IT Service Management) contracts often face challenges such as aligning service levels with business needs, ensuring clear communication between vendors and internal stakeholders, and managing contract compliance. To address these, it's important to establish measurable SLAs, foster regular meetings with both IT and business teams, and utilize contract management tools for tracking obligations and performance. Being proactive in issue resolution and maintaining strong vendor relationships also contribute to smoother contract management and better service outcomes.
More about Itsm Contract jobs
What cities are hiring for Itsm Contract jobs? Cities with the most Itsm Contract job openings:
What are the most commonly searched types of Itsm jobs? The most popular types of Itsm jobs are:
What states have the most Itsm Contract jobs? States with the most job openings for Itsm Contract jobs include:
What job categories do people searching Itsm Contract jobs look for? The top searched job categories for Itsm Contract jobs are:
Itsm Contract jobs near you
Infographic showing various Itsm Contract job openings in the United States as of June 2026, with employment types broken down into 63% Full Time, and 37% Contract. Highlights an 84% In-person, 11% Hybrid, and 5% Remote job distribution, with an average salary of $79,243 per year, or $38.1 per hour.

Senior ITSM Administrator - Overland Park, KS

Arctiq, Inc.

Overland Park, KS • On-site

Contractor

Posted 13 days ago

Job description

Company Overview:
Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.
This is a contract-to-hire opportunity with one of Arctiq's clients and requires a hybrid arrangement based in Overland Park, KS.
The Senior ITSM Administrator is responsible for the administration, governance, optimization, and strategic evolution of the organization's Atlassian ecosystem, including Jira Software, Jira Service Management (JSM), Confluence, and related integrations. This role serves as the primary technical owner of the Atlassian platform, leading workflow design, automation, ITSM process improvement, knowledge management, and AI-driven service desk initiatives.
The ideal candidate brings deep expertise in Atlassian Cloud administration, ITSM best practices, automation, integrations, and enterprise governance. This individual will partner closely with IT leadership, Security, Infrastructure, Identity & Access Management, Compliance, and business stakeholders to deliver scalable, secure, and efficient service management solutions across the enterprise.
Key Responsibilities
Atlassian Platform Administration & Governance
  • Serve as the lead administrator for Jira Software, Jira Service Management, and Confluence Cloud.
  • Manage workflows, screen schemes, custom fields, permission models, notifications, issue security, project templates, and platform-wide configurations.
  • Establish and enforce governance standards, naming conventions, and best practices to ensure scalability, audit readiness, and platform consistency.
  • Administer user provisioning, licensing, and role-based access integrations with Microsoft Entra ID and SailPoint IdentityNow.
  • Evaluate, implement, and maintain Atlassian Marketplace applications and plugins.
  • Monitor platform health, performance, security, and capacity planning.
  • Maintain platform backup, recovery, and disaster recovery strategies.

Jira Service Management & ITSM Operations
  • Lead the configuration and continuous improvement of JSM Service Desk operations, including request types, queues, SLAs, routing rules, approvals, and customer portals.
  • Manage ITSM workflows for Incident, Change, Problem, Request, and Service Catalog Management aligned to ITIL standards.
  • Build and maintain advanced automation for ticket routing, escalations, approvals, and cross-platform integrations.
  • Support multi-channel ticket intake, including portal, email, and Slack integrations.
  • Develop dashboards, reporting, and analytics for operational visibility and SLA performance tracking.
  • Ensure compliance with audit and regulatory requirements including SOX, SOC 2, and NYDFS.

Confluence Knowledge Management
  • Administer Confluence spaces, permissions, templates, and documentation standards.
  • Develop and maintain integrated knowledge bases to support self-service and ticket deflection initiatives.
  • Establish governance for content lifecycle management, archival standards, and documentation consistency.
  • Support operational runbooks, SOPs, and technical documentation across Technology teams.

AI & Intelligent Service Desk Initiatives
  • Lead the evaluation and rollout of Atlassian Rovo AI and Atlassian Intelligence capabilities.
  • Implement AI-driven ticket routing, agent-assist recommendations, and conversational ticket creation features.
  • Partner with AI governance and security teams to ensure compliance with organizational policies and data privacy standards.
  • Define and report on KPIs related to AI-enabled service desk performance, automation efficiency, and user experience.

Integrations, Automation & Platform Engineering
  • Design and support integrations between Atlassian products and enterprise systems including Slack, GitLab, Dynatrace, CrowdStrike, Microsoft 365, AWS, Entra ID, and SailPoint.
  • Develop and maintain REST API integrations, webhooks, Jira Automation, and ScriptRunner customizations.
  • Administer JSM Assets (Insight) and CMDB-related configurations.
  • Support DevOps and CI/CD workflow integrations for automated change management and deployment tracking.

Training & Stakeholder Engagement
  • Provide training and guidance to end users, project administrators, service desk teams, and leadership.
  • Serve as the primary escalation point for Atlassian platform support and troubleshooting.
  • Advise leadership on platform strategy, licensing optimization, roadmap planning, and emerging capabilities.
  • Manage relationships with Atlassian vendors, implementation partners, and consultants.

Required Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • 7+ years of hands-on experience administering Jira Software, Jira Service Management, and Confluence in enterprise environments.
  • Deep expertise with Jira workflows, automation, permissions, dashboards, reporting, and ITSM processes.
  • Experience administering Atlassian Cloud environments, including security, app management, and user provisioning.
  • Strong scripting and automation experience using Jira Automation, ScriptRunner (Groovy), REST APIs, and webhooks.
  • Experience implementing ITIL-aligned ITSM processes including Incident, Change, Problem, and Service Request Management.
  • Experience integrating Atlassian products with identity platforms such as SailPoint and Microsoft Entra ID.
  • Strong communication and stakeholder management skills.
  • Experience supporting regulated environments with audit and compliance requirements such as SOX, SOC 2, or NYDFS.

Preferred Qualifications
  • Atlassian Certified Professional certifications (ACP-100, ACP-120, ACP-420/520, or equivalent).
  • ITIL 4 Foundation certification or higher.
  • Experience with Atlassian Rovo AI, Atlassian Intelligence, or AI-enabled ITSM platforms.
  • Experience with JSM Assets (Insight), CMDB management, and cloud infrastructure integrations.
  • Familiarity with Atlassian Cloud migrations and ServiceNow-to-JSM transitions.
  • Experience integrating Atlassian products with DevOps tools such as GitLab or Bitbucket.
  • Experience mentoring junior administrators or leading platform initiatives.

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.
We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.

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