Job Description

WELLTOWER – REIMAGINE REAL ESTATE WITH US

At Welltower, we’re transforming how the world thinks about senior living and wellness-focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose-driven communities where housing, healthcare, and hospitality converge. Our culture is fast-paced, collaborative, and endlessly ambitious—guided by our mantra: The only easy day was yesterday.

We’re looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long-term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you're passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best-in-class team.

ABOUT THE ROLE

The ITSM Platform Lead is an experienced and highly collaborative professional responsible for the configuration, administration, optimization, and governance of Jira and Jira Service Management (JSM) across the organization. This role plays a critical part in enabling scalable, compliant, and efficient work management processes that support operational, technology, and business teams, including internal stakeholders and external managed service providers (MSPs).

The ideal candidate brings deep technical expertise in Jira administration combined with strong business acumen, allowing them to translate complex operational needs into well-designed workflows, automations, reporting, and integrations. This role operates in a high-demand, performance-driven environment and partners closely with stakeholders and service operators to ensure Jira solutions align with enterprise strategy, compliance requirements, and evolving operational needs.

KEY RESPONSIBILITIES

Jira Platform Administration & Governance

• Administers and maintains Jira and Jira Service Management projects, including company-managed and team-managed configurations

• Designs, configures, and governs workflows, issue types, request types, fields, screens, permissions, roles, SLAs, integrations, and automations

• Establishes and enforces Jira governance standards, best practices, and naming conventions across projects

• Manages user access, roles, groups, and permission schemes to ensure security, compliance, auditability, and appropriate data separation across teams and external partners

Workflow Optimization & Automation

• Partners with business, operations, IT, and support teams to understand requirements and translate them into scalable Jira solutions

• Designs and maintains complex Jira automations to streamline intake, approvals, escalations, notifications, and lifecycle management

• Continuously evaluates and improves workflows to reduce friction, eliminate manual effort, and improve cycle times
• Designs and configures workflows to support change and release management processes, including approvals, risk assessment, scheduling, and implementation tracking

Reporting, Metrics & Insights

• Develops and maintains dashboards, filters, and reports to support operational visibility, SLA tracking, and executive reporting

• As part of executive reporting, (e.g., Power BI) ensures Jira data is structured, reliable, and optimized while creating and maintaining additional reports with third party reporting tools

• Ensures data quality and consistency across projects to support accurate metrics and decision-making

Stakeholder Partnership & Enablement

• Develops strong working relationships with cross-functional stakeholders, including internal teams and external service providers, to support strategic objectives
• Actively engages service operators and end users to gather feedback on workflows, request design, and platform usability
• Continuously incorporates feedback to ensure the JSM platform remains aligned with real-world operational needs and evolving service delivery models

• Serves as a trusted advisor on Jira capabilities, limitations, and best-practice usage

• Supports change management by communicating platform updates, enhancements, and process changes

Training, Documentation & Support

• Develops and maintains Jira documentation, job aids, and standard operating procedures

• Delivers training and enablement sessions to administrators, agents, and business users

• Provides advanced Jira support and troubleshooting, partnering with internal support teams and Atlassian vendors as needed

Risk, Compliance & Continuous Improvement

• Anticipates and mitigates risks related to configuration changes, access, and data integrity

• Supports SOX and audit requirements by maintaining appropriate controls, documentation, and approval processes
• Ensures platform configurations support secure, compliant operations across multiple teams and service providers

• Champions continuous improvement by identifying opportunities to enhance usability, scalability, and value realization

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

TRAVEL

Occasional travel may be required to support regional offices, onboarding of new locations, or key initiatives.

MINIMUM REQUIREMENTS

Skills / Specialized Knowledge

• Deep expertise administering Jira and Jira Service Management in an enterprise environment

• Strong understanding of workflow design, automation logic, permissions, and SLA configuration

• Ability to manage multiple projects and competing priorities effectively

• Excellent interpersonal, communication, and stakeholder management skills

• Strong documentation, analytical, and problem-solving capabilities

• Solid understanding of agile, ITSM, and service delivery best practices

Experience

• Minimum of 2+ years of hands-on Jira administration experience

• Proven experience supporting complex, multi-project Jira environments

• Experience designing and supporting intake, approval, and service workflows

• Experience working in regulated or SOX-compliant environments preferred

• Experience supporting integrations (APIs) and enterprise reporting tools preferred

Education / Certifications

• Bachelor’s degree in Information Systems, Business, Technology, or a related field preferred

• Atlassian Jira Administration certification(s) strongly preferred; candidates must be willing and able to obtain certification within 6 months of hire if not already certified
• Agile, ITIL, or project management certifications are a plus

Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.

WHAT WE OFFER

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Comprehensive and progressive Medical/Dental/Vision options
• Professional Growth
• And much more!  https://welltower.com/newsroom/careers/

ABOUT WELLTOWER

Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.

Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.

Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet