Role Overview:This role involves the design, development, configuration, and administration of Jira Service Management solutions. The specialist will be responsible for customizing workflows, automating processes, integrating JSM with various enterprise tools, and implementing ITSM best practices to streamline incident, problem, change, and service request management.
Key Responsibilities:- Design, develop, and configure Jira Service Management solutions based on business and IT requirements.
- Develop and maintain custom workflows, screens, fields, request types, forms, and approval processes.
- Create advanced automation rules to streamline incident, problem, change, and request management processes.
- Customize portals, service catalogs, queues, and SLAs.
- Develop custom solutions using ScriptRunner, Groovy, REST APIs, and Atlassian SDK.
- Create scripts, listeners, post-functions, validators, and scheduled jobs.
- Design custom integrations with enterprise applications and third-party tools.
- Integrate JSM with Azure AD / Active Directory, Microsoft Teams, Confluence, ServiceNow, Monitoring tools (Dynatrace, Splunk, Grafana, etc.), and CI/CD tools (Jenkins, GitHub, Azure DevOps).
- Develop API-based integrations and automate data synchronization between platforms.
- Configure and optimize Incident Management, Problem Management, Change Management, and Service Request Management processes.
- Implement SLA management, escalation workflows, and approval processes.
- Support CMDB and Asset Management implementation using Jira Assets.
- Develop dashboards and reports for operational and leadership teams.
- Create KPI tracking for SLA compliance, ticket volumes, change success rates, and customer satisfaction.
- Generate custom reports utilizing Jira Query Language (JQL).
- Provide Level 3 support for Jira Service Management issues.
- Troubleshoot workflow, permission, automation, and integration issues.
- Ensure platform security, governance, and compliance requirements are met.
- Support upgrade and migration activities.
- Support upgrades, migrations, and platform optimization initiatives.
Required Skills:- Strong experience with Jira Service Management
- Jira Administration
- Automation for Jira
- ScriptRunner
- Groovy Scripting
- REST APIs
- JQL
- Confluence Integration
Qualifications:- 8-10 years of relevant experience.
Preferred Skills: 
