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The Jira Service Management Engineer will administer and govern Atlassian platforms, including Jira, JSM, and Confluence. They are responsible for configuring workflows, managing ITSM processes, and developing dashboards to improve operational performance.
Administer and govern Jira Service Management (JSM), Jira, Confluence, and Atlassian Cloud.
Configure and optimize workflows, service catalogs, request forms, queues, routing, approvals, and automations.
Enable Incident, Major Incident, Problem, Change, Knowledge, and Asset Management processes.
Develop dashboards, JQL filters, SLA tracking, and operational reporting.
Manage Jira Assets, integrations, permissions, platform documentation, testing, releases, and production support.
Improve self-service, knowledge management, automation, and overall ITSM platform performance.
5+ years of Jira/JSM administration, platform engineering, or enterprise service management experience.
Strong hands-on experience with Atlassian Cloud and Jira Service Management.
Expertise in workflows, custom fields, request types, forms, queues, permissions, approvals, and Jira Query Language (JQL).
Experience configuring Incident, Major Incident, Problem, and Change Management workflows.
Knowledge of SLAs, dashboards, automation, Jira Assets, and Confluence integration.
Experience with platform governance, testing, releases, rollback, documentation, and production support.
Ability to translate ITSM requirements into scalable configurations and collaborate with technical and business stakeholders.
Atlassian Jira/JSM Administration certification.
ITIL 4 Foundation or practical ITSM experience.
Experience with Jira Assets and service/configuration management.
Integrations with Microsoft Entra ID, Microsoft 365, Teams, Power BI, APIs, and webhooks.
Experience with AI-enabled service management, Virtual Service Agents, or AI-assisted support.
Biotechnology, pharmaceutical, life sciences, laboratory, or other regulated-industry experience.
Understanding of audit trails, segregation of duties, least privilege, and compliance controls.
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