ITSM Platform Engineer (Jira Service Management)

ITSM Platform Engineer (Jira Service Management)

Work Mode: Remote
Work Hours: EST
Experience: 5+ Years
Availability: Immediate availability preferred

Position Overview

We are seeking an experienced ITSM Platform Engineer (Jira Service Management) with 5+ years of hands-on Jira administration experience and strong expertise in Jira Service Management (JSM), Confluence, ITSM processes, automation, and JSM Assets/CMDB.

The ideal candidate will be responsible for engineering, administering, configuring, and continuously improving the Atlassian platform to support enterprise IT service management. This role will work closely with Production Support, Infrastructure, Security, Application, and business teams to deliver scalable, reliable, and automated ITSM solutions.

Job Description:

Atlassian Platform Administration

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

Jira Service Management (JSM)

• Configure and maintain JSM service desks, queues, request types, SLAs, customer portals, and service catalogs.
• Design and enhance workflows supporting Incident, Change, Problem, and Service Request Management.
• 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 JSM Assets / CMDB, including schemas, object types, relationships, and data models.
• Develop and maintain asset management processes for hardware, software, cloud resources, applications, and technology assets.
• Establish asset lifecycle processes covering onboarding, changes, audits, and retirement.
• Integrate Assets with incident, change, and service request processes.
• Ensure asset data quality, governance, compliance, and reporting accuracy.

Workflow Configuration & Automation

• Design, develop, and maintain Jira workflows supporting business and technology processes.
• Configure automation rules for approvals, notifications, escalations, and repetitive tasks.
• Develop and support integrations between Jira/JSM and enterprise tools and external systems.
• Drive continuous improvement initiatives to increase operational efficiency and reduce manual effort.

Reporting & Analytics

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

User Support & Enablement

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

Required Qualifications

• 5+ years of hands-on Jira administration experience.

• 3+ years of Jira Service Management (JSM) administration experience.

• 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, Change, Problem, and Service Request Management.

• Strong understanding of ITSM best practices.

• Experience with Confluence administration and knowledge management.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent communication and stakeholder management abilities.

Preferred Qualifications

• Experience with Generative AI and Agentic AI engineering.
• Atlassian Certified Professional certification(s).
• 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.

Ideal Candidate

The ideal candidate is a hands-on ITSM Platform Engineer with deep Jira/JSM expertise who can translate business and technology requirements into scalable platform solutions. You should be comfortable working across ITSM processes, Jira configuration, automation, Assets/CMDB, integrations, reporting, governance, and continuous improvement in an enterprise environment.

Immediate availability is highly preferred.