Position Summary
Our client is seeking a Jira Service Management (JSM) Engineer / Administrator to own the technical administration, engineering, governance, stabilization, and continual improvement of its Atlassian Cloud service-management environment.
This role translates IT service-management requirements into governed, scalable, and supportable Jira configurations. The initial focus is improving the current environment through workflow and configuration rationalization, stronger platform governance, improved request classification and routing, reliable reporting, automation, knowledge management, and service-level measurement.
The role will enable mature Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Request Management, Knowledge Management, and Asset and Configuration Management. It combines hands-on platform engineering, administration, workflow and data design, automation, documentation, stakeholder facilitation, and operational support.
Key Responsibilities
- JSM Platform Administration and Governance
- Service Request Management and Service Catalog
- Incident and Major Incident Management
- Problem Management
- Change Enablement
- Workflow, Status, and Data Design
- Queues, Routing, and Operational Flow
- Knowledge Management and Self-Service
- Automation and Integration Engineering
- Jira Assets and Service Configuration Management
- Service Levels, Reporting, and Continual Improvement
- Future-State Automation and Virtual Service Agent Enablement
Required Qualifications
5+ years of Jira or Jira Service Management administration, platform engineering, or comparable enterprise service-management experience.
Strong hands-on experience with Atlassian Cloud and Jira Service Management.
Demonstrated experience enabling Service Request, Incident, Major Incident, Problem, Change, Knowledge, Service Level, and Asset and Configuration Management.
Strong knowledge of workflows, statuses, issue and request types, custom fields and contexts, forms, screens, queues, filters, Jira Query Language, dashboards, service levels, automation, permissions, approvals, Jira Assets, and Confluence integration.
Experience simplifying complex Jira environments without disrupting production operations.
Experience configuring root-cause, known-error, workaround, corrective-action, and problem-review workflows.
Experience configuring Standard, Normal, and Emergency Change workflows, risk assessment, conditional approvals, change calendars, implementation evidence, and post-implementation review.
Experience with controlled requirements, testing, release, rollback, documentation, and production support practices.
Ability to translate ITSM process requirements into sustainable platform configurations and communicate clearly with technical and nontechnical stakeholders.
Preferred Qualifications
Atlassian Jira Service Management or Jira Administration certification.
ITIL 4 Foundation certification or equivalent practical ITSM experience.
Experience implementing ITIL-aligned Incident, Problem, Change, Request, Knowledge, and Service Configuration Management practices.
Experience with Jira Assets and service/configuration modeling.
Experience integrating Jira with Microsoft Entra ID, Microsoft 365, Teams, Power BI, APIs, webhooks, and enterprise systems.
Experience with AI-enabled service management, Virtual Service Agents, or agent-assistance capabilities.
Experience in biotechnology, pharmaceutical, life sciences, laboratory, or another regulated environment.
Understanding of audit trails, segregation of duties, least privilege, approval evidence, privacy, and controlled change practices.
Key Deliverables
JSM governance model, decision rights, administration standards, and complete configuration/dependency inventory.
Request type, workflow, queue, field, automation, dashboard, integration, and project rationalization.
Standard Incident and Major Incident Management configuration.
Formal Problem Management workflow, known-error model, root-cause tracking, corrective-action controls, and reporting.
Standard, Normal, and Emergency Change workflows with risk assessment, approvals, scheduling, implementation evidence, and post-implementation review.
Improved linkage among incidents, problems, changes, services, assets, and knowledge.
Governed service-level model and trusted operational and leadership dashboards.
JSM and Confluence knowledge integration with lifecycle governance.
Jira Assets readiness assessment and initial service/configuration model.
Prioritized Continual Service Improvement backlog and controlled automation/Virtual Service Agent roadmap.
Measures of Success
Reduced manual reassignment, recategorization, generic intake, unassigned work, and aged backlog.
Clear ownership of projects, workflows, queues, automations, dashboards, integrations, services, and knowledge.
Consistent incident priority, major incident handling, resolution outcomes, and service-level reporting.
Recurring incidents are identified, investigated through Problem Management, and reduced through validated corrective action.
Changes are risk-assessed, approved, scheduled, implemented, validated, and reviewed with complete traceability.
Reduced emergency and failed changes and fewer change-related incidents.
Improved portal adoption, knowledge discovery, self-service, asset-to-ticket traceability, and automation reliability.
Role Boundary and Operating Model
The JSM Engineer / Administrator is the technical platform owner and ITSM process enablement partner. ITSM Process Owners and service owners define policies, controls, decision rights, and process outcomes. The JSM Engineer / Administrator translates those requirements into workflows, data models, forms, approvals, automations, integrations, dashboards, controls, documentation, and supportable platform configurations.
This separation ensures the role does not become the default Incident Manager, Problem Manager, Change Manager, Service Desk Manager, and owner of every ITSM process solely because it administers the platform.