Description

o Design, develop, and configure Jira Service Management solutions based on business and IT requirements.

o Develop and maintain custom workflows, screens, fields, request types, forms, and approval processes.

o Create advanced automation rules to streamline incident, problem, change, and request management processes.

o Customize portals, service catalogs, queues, and SLAs. § Scripting & Development

o Develop custom solutions using ScriptRunner, Groovy, REST APIs, and Atlassian SDK.

o Create scripts, listeners, post-functions, validators, and scheduled jobs.

o Design custom integrations with enterprise applications and third-party tools. § Integration & Automation

o Integrate JSM with:

o Azure AD / Active Directory 

o Microsoft Teams 

o Confluence

o ServiceNow

o Monitoring tools (Dynatrace, Splunk, Grafana, etc.)

o CI/CD tools (Jenkins, GitHub, Azure DevOps)

o Develop API-based integrations and automate data synchronization between platforms.

 § ITSM Process Implementation

o Configure and optimize Incident Management, Problem Management, Change Management, and Service Request Management processes.

o Implement SLA management, escalation workflows, and approval processes.

o Support CMDB and Asset Management implementation using Jira Assets. § Reporting & Analytics

o Develop dashboards and reports for operational and leadership teams.

o Create KPI tracking for SLA compliance, ticket volumes, change success rates, and customer satisfaction.

o Generate custom reports utilizing Jira Query Language (JQL).

 § Support & Governance

o Provide Level 3 support for Jira Service Management issues.

 o Troubleshoot workflow, permission, automation, and integration issues.

o Ensure platform security, governance, and compliance requirements are met.

o Support upgrade and migration activities.

o Support upgrades, migrations, and platform optimization initiatives.

 § Strong experience with: 

§ Jira Service Management § Jira Administration § Automation for Jira § ScriptRunner § Groovy Scripting § REST APIs § JQL § Confluence Integration

Key Skills

Education

Bachelor's degree