Business Systems Analyst - Jira and Confluence platforms

Posted:
3/18/2025, 5:46:15 AM

Location(s):
Karnataka, India

Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior

Field(s):
Business & Strategy

Workplace Type:
Hybrid

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview 

The Diligent Business Technology (BT) System Engineering team is looking for an AI Administrator to join our team. The ideal candidate will oversee the setup, configuration, and maintenance of AI agents  including JSM Virtual Agent and Microsoft Copilot. You will collaborate with various departments to streamline workflows, support processes, and implement best practices. Excellent communication skills and the ability to set and manage expectations are key to success in this role. This individual thrives in a fast-paced and high-energy environment that will continue to scale, and drive automation and efficiencies.   

Key Responsibilities  

  • AI System Administration: Oversee the setup, configuration, and maintenance of AI agents like JSM Virtual Agent and Microsoft Copilot. 
  • Optimization & Customization: Continuously improve the functionality of AI tools by customizing workflows, enhancing knowledge bases, and ensuring they meet business needs. 
  • Training & Updates: Ensure AI agents are trained with up-to-date data and information, maintaining accuracy and relevance in their responses. 
  • Monitoring & Analytics: Monitor AI performance, generate usage reports, and provide insights to improve system efficiency and user adoption. 
  • Troubleshooting: Act as the first point of contact for AI-related issues, resolving problems promptly and escalating complex cases when necessary. 
  • Stakeholder Collaboration: Collaborate with IT, customer support, and operational teams to gather feedback and implement AI-driven solutions. 
  • Documentation: Create and maintain thorough documentation for AI processes, system configurations, and user guidelines. 
  • Compliance & Security: Ensure AI systems comply with company policies, data protection regulations, and cybersecurity standards. 
  • User Training: Provide training sessions and resources to employees to maximize the adoption and effectiveness of AI tools. 

Qualifications and Competencies 

  • Proven experience managing AI tools, including JSM Virtual Agent and Microsoft Copilot. 
  • Strong understanding of AI and machine learning principles, with hands-on experience configuring and optimizing AI workflows. 
  • Proficiency in IT service management platforms like Jira Service Management. 
  • Exceptional problem-solving and analytical skills to monitor and refine AI performance. 
  • Familiarity with data protection regulations and cybersecurity best practices. 
  • Excellent communication and training skills to interface with technical and non-technical stakeholders. 
  • Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent work experience). 

What Diligent Offers You 

  • Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

 

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.

Diligent Corporation

Website: https://www.diligent.com/

Headquarter Location: New York, New York, United States

Employee Count: 1001-5000

Year Founded: 2001

IPO Status: Delisted

Last Funding Type: Private Equity

Industries: Business Intelligence ⋅ Collaboration ⋅ Compliance ⋅ Data Center ⋅ Information Technology ⋅ Meeting Software ⋅ Messaging ⋅ Risk Management ⋅ SaaS ⋅ Software