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Enterprise Collaboration & Support Engineer (ITSM)

Ingram Content Group

EngineeringFull Time$85k - $108k
Location
La Vergne, TN
Posted
August 27, 2026

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Job Description

Role overview

Ingram Content Group (ICG) is seeking an Enterprise Collaboration & Support Engineer to join our IT Services team. This role provides technical leadership and administration for enterprise SaaS platforms, including Atlassian and Zendesk solutions. You will be responsible for platform configuration, automation, integrations, governance, security, cloud initiatives, and continuous improvement efforts aimed at enhancing operational efficiency and business outcomes. This position requires 4 days in the office, and candidates must be in or willing to relocate to the Nashville, TN region.

At Ingram, our Technology team is at the forefront of content distribution, supporting thousands of publishers with key initiatives in business intelligence, machine learning, continuous integration, and omnichannel delivery. We foster innovation through SaaS platforms, metadata, cloud, and containerization, supporting diverse people and technologies. Our agile teams emphasize authenticity, creativity, and transparency grounded in facts. Our goal is to connect as many people as possible to the content they want in the simplest ways. If you are an IT professional who thrives on collaborative partnerships, understands business drivers, and enjoys working in a connected culture, we encourage you to apply.

Requirements

  • 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

Preferred Qualifications

  • 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
  • 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

Responsibilities

  • Manage user provisioning, deprovisioning, SSO integrations, access reviews, role-based permissions, and audit support activities for enterprise applications.
  • Troubleshoot problems related to platform configuration and integrations, resolving issues as assigned.
  • Apply knowledge of ITIL principles and IT Service Management (ITSM) best practices, including incident, problem, change, request, and knowledge management processes.
  • Manage, participate in, or perform 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.
  • Configure, integrate, deploy, and test platforms, ensuring operational efficiencies.
  • Establish and maintain best practices for SaaS platform administration, governance, security, and lifecycle management.
  • Maintain 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.
  • Interact 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.
  • Organize priorities, escalate problems as needed, and communicate effectively with manager, co-workers, and clients.
  • Consult with Ingram associates, vendors, and trading partners to evaluate business opportunities related to our technology infrastructure.

Compensation and Benefits

  • 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.
  • Highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days.
  • 401K match, Life and AD&D, Employee Assistance programs, Group Legal, & more.
  • Wellness program with access to onsite gym and basketball court for associates.
  • Encouraged continued education with our tuition reimbursement program.
  • Financial and in-kind opportunities to engage with non-profits in your community.
  • Company match program for United Way donations.
  • Volunteer opportunities and in-kind drives for non-profits throughout the year.
  • Take breaks or brainstorm in our game room with ping pong & foosball.
  • Casual Dress Code & Flexible Schedules (per team).