Company - Our client is a globally recognized leader in customer experience and digital transformation services, supporting enterprise organizations with cutting-edge technology solutions. Known for its strong culture and rapid innovation, the company prioritizes both employee growth and customer success in a fast-paced environment.
Job Title - Jira Service Management (JSM) Engineer
Location - Remote in India
Role Type - Contract (12-month contract with potential extension)
Must Have Skills:
- Hands-on experience designing and managing Jira Service Management (JSM) environments, including service portals, SLAs, and workflows
- Strong expertise across the Atlassian suite (Jira, Confluence, Assets/CMDB) with ability to configure workflows, permissions, and integrations
- Experience building automation to streamline processes, improve ticket routing, and enforce SLAs
- Strong governance, documentation, and change management discipline in structured or compliance-driven environments
- Excellent communication skills with a proactive, feedback-driven mindset
Responsibilities and Job Details:
- Design and manage Jira projects, workflows, and issue hierarchies supporting incident response, change management, and compliance
- Build and maintain automation rules to reduce manual work and improve service desk efficiency
- Configure fields, screens, permissions, and notification schemes aligned with governance standards
- Architect and maintain JSM internal service portals, including request types, SLAs, and escalation paths
- Develop dashboards and reporting tools for real-time operational visibility
- Integrate JSM with Confluence to enable knowledge sharing and self-service capabilities
- Build and maintain structured Confluence spaces for documentation, runbooks, and policies
- Design and manage CMDB schemas using Atlassian Assets, including asset tracking and dependency mapping
- Lead implementation of AI-driven automation and search capabilities within the Atlassian ecosystem
- Administer Atlassian Cloud environment including users, licenses, and security configurations
- Establish and enforce platform governance, change management, and compliance processes
- Collaborate with internal stakeholders and external vendors to optimize platform performance and capabilities
