Systems Administrator, Integrated Solutions

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Systems Administrator, Integrated Solutions. About the job This position is essential for developing and delivering new functionalities, features, and automations to support Twilio's internal platforms. As a key contributor, you will be managing, configuring & optimizing Twilio’s Atlassian & ServiceNow Platforms designing scalable and sustainable solutions. The features you create will be utilized by multiple teams within Twilio, driving efficiency and productivity across the organization. Your work will empower our internal teams to build more delightful and efficient solutions, significantly impacting Twilio's overall operations. Responsibilities In this role, you’ll: Manage, configure, and maintain Atlassian products (Jira Software, Jira Service Management, Confluence, Bitbucket, Access, and related apps) Ensure platform scalability, stability, and performance across multiple business units Administer user provisioning, permissions, and security controls in line with compliance requirements Design and implement advanced Jira workflows, automation rules, custom fields, and screen schemes Configure Confluence spaces, templates, and permissions to improve collaboration Manage marketplace apps and evaluate third-party integrations for business needs Build and maintain integrations between Atlassian products and external systems (e.g., ServiceNow, GitHub, Slack, CI/CD pipelines, monitoring tools) Develop and maintain REST API scripts for automation, reporting, and data exchange Proactively monitor system health, license usage, and audit logs Build dashboards, reports, and metrics to support leadership visibility and data-driven decisions Partner with security and compliance teams to support audits and policy adherence Establish and enforce standards for project setup, naming conventions, workflows, and usage Perform day-to-day support, monitoring, and basic administration of the ServiceNow platform Assist with creating and maintaining forms, lists, and reports Act as first-line support for ServiceNow-related incidents and service requests Escalate complex issues to Level 2/3 Engineers as needed Qualifications Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: 5+ years of experience administering Atlassian tools in an enterprise environment 1+ years of experience administering ServiceNow platform in an enterprise environment Deep expertise in Jira Software and Jira Service Management administration (schemes, workflows, automations, SLAs, permissions) Strong knowledge of Confluence space management, templates, and governance Proficiency with Atlassian REST APIs, scripting (Python, Groovy, or JavaScript), and automation frameworks Experience with SSO/SAML, user provisioning (Okta, Azure AD, or similar) Strong understanding of REST APIs, including how they work and how to integrate with different tools using APIs Understanding of Agile, ITIL, and DevOps frameworks. Passionate about technology and enthusiasm for learning and working with new technologies Champion good engineering habits (development and testing techniques, security, tech debt balance, agile habits) within your team Excellent verbal and written communication skills Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience. Desired: Experience developing on ServiceNow Platform Experience on creating apps using Atlassian Forge Experience developing for AWS service Location This role will be remote, and based in India (Karnataka, Tamil Nadu, Telangana State, Maharashtra and New Delhi). Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.