Jira Engineer
Job Title: Senior Jira Service Management (JSM) Engineer Job Summary
Take technical ownership of the company s Atlassian Cloud Jira Service Management (JSM) platform, driving the full IT service management (ITSM) program for a gene therapy leader in a highly regulated environment. Shape, optimize, and secure the JSM environment to cover complex ITSM domains including incident, problem, change, and asset management. This pivotal role requires hands-on expertise, strategic thinking, and the ability to translate business needs into robust, auditable platform configurations.
Key Skills:
Jira Service Management, Atlassian Cloud, ITSM, ITIL, JQL, automation, workflows, asset/CMDB modeling, Confluence, Microsoft Entra ID, Power BI, APIs, webhooks, audit controls
Key Responsibilities:
Administer, govern, and standardize Atlassian Cloud JSM platform, ensuring secure, auditable, and compliant operations.
Rationalize and optimize request types, workflows, automations, queues, and projects without disrupting business operations.
Design and implement a clear IT service catalog with dynamic forms for routing, approvals, fulfillment, and audit evidence.
Configure Incident and Major Incident Management, including escalation paths, priority models, and post-incident review.
Develop Problem Management workflows for root cause analysis, known errors, workarounds, and corrective actions.
Implement Change Management models (Standard/Normal/Emergency) with risk-based approvals, change calendars, and controlled change practices.
Set up governed queues, resolver groups, and deterministic routing to streamline service operations.
Integrate JSM with Confluence, Microsoft Entra ID, Microsoft 365, Teams, and reporting platforms.
Design and maintain Jira Assets schemas and configuration models (CMDB).Build trusted SLA rules, dashboards, maintain continual improvement backlog, and assess readiness for virtual agent automation.