ITSM Platform Engineer

Role & responsibilities :-

Atlassian Platform Administration

• Administer and maintain Jira Software, Jira Service Management (JSM), and Confluence.
• Configure and manage projects, issue types, workflows, screens, custom fields, permissions, notification schemes, and security roles.
• Maintain platform health, performance, reliability, and data integrity.
• Implement platform governance standards, naming conventions, and configuration best practices.
• Manage user provisioning, licensing, access controls, and security configurations.

Jira Service Management (JSM)

• Configure and maintain JSM service desks, queues, request types, SLAs, customer portals, and service catalogs.
• Design and enhance Incident Management, Change Management, Problem Management, and Service Request workflows.
• Build and maintain incident, problem, change, release, and operational support forms.
• Configure approval workflows, escalation paths, notifications, and service-level management processes.
• Partner with Production Support, Infrastructure, Security, and Application teams to optimize ITSM processes.

Assets & Configuration Management

• Administer Jira Service Management Assets (CMDB).
• Design and maintain asset schemas, object types, relationships, and data models.
• Develop processes for managing hardware, software, cloud resources, applications, and technology assets.
• Establish asset lifecycle management processes including onboarding, changes, audits, and retirement.
• Implement integrations between Assets and incident, change, and service request processes.
• Ensure asset data quality, governance, and reporting accuracy.

Workflow Configuration & Automation

• Design, develop, and maintain Jira workflows that support business and technology processes.
• Configure automation rules to streamline approvals, notifications, escalations, and repetitive tasks.
• Develop and support integrations with enterprise tools and external systems.
• Drive continuous improvement initiatives that improve operational efficiency and reduce manual effort.

Reporting & Analytics

• Build and maintain dashboards, reports, KPIs, and executive metrics.
• Provide reporting on incident trends, SLA performance, change effectiveness, asset compliance, and operational health.
• Develop meaningful analytics that support management decision-making and process improvements.

User Support & Enablement

• Serve as the primary escalation point for Jira and JSM platform issues.
• Provide user training, documentation, and best-practice guidance.
• Partner with stakeholders to capture requirements and deliver platform enhancements.
• Support onboarding of new teams and business units onto the Atlassian platform.

Preferred candidate profile :-

5+ years of hands-on Jira administration experience.

• 3+ years of experience administering Jira Service Management (JSM).
• Strong experience configuring:
• Jira workflows
• Screens and issue types
• Custom fields
• Permission schemes
• Notification schemes
• SLAs and queues
• Customer portals
• Automation rules
• Experience implementing and administering JSM Assets / CMDB solutions.
• Strong understanding of:
• Incident Management
• Change Management
• Problem Management
• Service Request Management
• ITSM best practices
• Experience with Confluence administration and knowledge management.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

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Preferred Qualifications

• Experience with Generative AI and Agentic AI engineering
• Atlassian Certified Professional certifications.
• Experience with ScriptRunner, Automation for Jira, and Marketplace plugins.
• Experience integrating Jira with monitoring, CI/CD, identity management, and cloud platforms.
• Knowledge of ITIL best practices.
• Experience supporting enterprise-scale Jira environments.
• Experience with Agile, Scrum, and Kanban methodologies.