Description

You will configure, optimize, and maintain ITSM processes using Atlassian Cloud products, focusing on Jira Service Management.

This role is hybrid.

Responsibilities

• Configure and customize Jira Service Management for Incident, Problem, Change, and Request Management.
• Design and implement workflows, automation rules, SLAs, queues, and reporting dashboards.
• Analyze existing ITSM workflows and recommend improvements aligned with ITIL best practices.
• Develop training materials and documentation for Jira Service Management, Jira Software, and Confluence users.
• Design and maintain integrations between Jira Service Management and third-party ITSM tools like ServiceNow.

Required Skills

• 4–7 years of experience in an ITSM Engineer, Business Analyst, or Consultant role.
• Hands-on experience with Atlassian Cloud products (Jira Service Management, Jira Software, Confluence).
• Proficiency in Jira, Jira Service Management, and Confluence configuration.
• Experience with APIs, ServiceNow, and third-party integrations.
• Familiarity with Agile methodologies.
• Strong problem-solving and troubleshooting skills.
• Ability to explain technical concepts to non-technical audiences.
• Proven ability to collaborate across IT and business teams.

Key Skills

Education

Any Gradute