Information Technology Service Management Consultant
Job Title: ITSM - Jira Service Management (JSM) Engineer / Administrator Duration: 06 - 12 months (possibility of extension) Location: 100% Remote About the Role: We are looking for an experienced Jira Service Management (JSM) Engineer / Administrator to manage, optimize, and enhance our Atlassian Cloud environment. The ideal candidate will have strong hands-on experience with Jira administration, IT Service Management (ITSM) processes, workflow configuration, automation, reporting, and platform governance. The candidate will be responsible for improving service request handling, incident and problem management, change enablement, knowledge management, and overall platform efficiency. Key Responsibilities: Administer and maintain Jira Service Management, Jira, Confluence integrations, and Jira Assets. Configure and optimize workflows, request types, forms, custom fields, screens, queues, permissions, and dashboards. Develop and maintain automated rules for ticket routing, notifications, approvals, escalations, and service request fulfillment. Implement and improve Incident, Major Incident, Problem, Change, and Service Request Management workflows. Configure service-level agreements (SLAs), escalation rules, reporting dashboards, and performance metrics. Manage change workflows, risk assessments, approvals, implementation tracking, and post-implementation reviews. Use Jira Query Language (JQL) to create filters, reports, and dashboards for operational tracking. Integrate Jira Service Management with Confluence, Microsoft Teams, Microsoft 365, Microsoft Entra ID, and other enterprise systems. Support Jira Assets configuration, including asset schemas, object relationships, data quality, and service configuration tracking. Identify recurring incidents, support root-cause analysis workflows, and improve knowledge management and self-service capabilities. Maintain platform documentation, configuration standards, access controls, testing procedures, and release documentation. Collaborate with IT teams, service owners, and stakeholders to translate business requirements into effective technical solutions. Identify opportunities for continuous improvement, process optimization, and AI-enabled service management automation. Required Qualifications: 5+ years of experience in Jira administration, Jira Service Management, platform engineering, or enterprise service-management environments. Strong hands-on experience with Atlassian Cloud and Jira Service Management. Experience configuring workflows, issue types, request types, custom fields, forms, queues, dashboards, permissions, and automation rules. Strong understanding of ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management. Experience with JQL, SLA configuration, reporting, and dashboard development. Experience with Jira Assets and Confluence integration. Knowledge of ITIL practices, change governance, approval workflows, and service-management best practices. Experience with configuration testing, controlled releases, documentation, troubleshooting, and production support. Strong analytical, problem-solving, communication, and stakeholder-management skills. Preferred Qualifications: Atlassian Jira Service Management or Jira Administration certification. ITIL 4 Foundation certification or equivalent practical experience. Experience integrating Jira with Microsoft Teams, Microsoft 365, Microsoft Entra ID, APIs, and webhooks. Experience with AI-enabled service management, virtual service agents, or intelligent automation. Experience working in regulated industries, such as biotechnology, pharmaceuticals, or life sciences. Understanding of audit trails, security controls, access governance, and compliance requirements. What We're Looking For: We are seeking a hands-on technical professional who can simplify complex Jira environments, improve IT service workflows, reduce manual effort through automation, and ensure reliable platform operations.