Service Management Platform Engineer

Job TypeFull-timeDescriptionPropio Language Services is a provider of the highest quality interpretation, translation, and localization services. Our people take pride in every resource we offer, and our users always have access to the best technology, support, and experience. We are driven by our passion for innovation, growth, and connecting people. If you believe in the transformative power of technology-driven solutions and meaningful communication, Propio could be the ideal place for you.We are seeking a Service Management Platform Engineer to serve as the primary owner and technical steward of our Jira platform (Cloud or Data Center). This hands-on role combines deep Atlassian administration expertise with engineering discipline. You will own the platform's configuration, governance, security, scalability, and continuous improvement while promoting best practices across the organization. You will also provide automation support and have the flexibility to contribute to our Freshservice ITSM platform as business needs require.This position is ideal for someone who enjoys owning a critical collaboration tool end-to-end, enjoys solving complex configuration and integration challenges, and thrives in a role that blends system administration, light development/automation, and cross-functional collaboration.Key ResponsibilitiesOwn the PlatformServe as the primary platform owner and subject matter expert for Jira, ensuring high availability, performance, and alignment with organizational processesLead platform strategy, roadmap planning, upgrades, migrations, and long-term evolution in collaboration with stakeholdersMonitor system health, performance, and usage; proactively identify and resolve bottlenecks or risksAccess Control & Security DesignDesign, implement, and maintain sophisticated permission schemes, role-based access controls (RBAC), project-level security, and group structuresEnsure compliance with internal security policies, data privacy requirements, and audit standardsRegularly audit and optimize user/group permissions to follow the principle of least privilegeBest Practices, Standards & GovernanceDefine and enforce Jira best practices, configuration standards, naming conventions, and workflow patterns across teamsCreate and maintain documentation, templates, and training materials to promote consistent, scalable usageChampion adoption of Atlassian-recommended practices and emerging featuresAutomations & Process OptimizationBuild, maintain, and enhance Jira Automations (native and scripted) to reduce manual work and enforce business rules Develop custom solutions using Jira Automation, ScriptRunner (if applicable), webhooks, APIs, or low-code toolsCollaborate with teams to identify automation opportunities and implement reliable, maintainable workflowsRequirementsQualifications:4+ years of hands-on experience administering Jira (Cloud preferred; Server/Data Center experience a plus) Proven expertise designing complex permission schemes, workflows, custom fields, screens, and issue typesStrong understanding of Jira licensing, user management, and Atlassian Access Experience evaluating, installing, and managing Jira Marketplace apps/plugins Proficiency with Jira Automation rules and/or scripting (e.g., ScriptRunner, Groovy, REST API)Familiarity with Freshservice or similar ITSM platforms (ServiceNow, Zendesk, etc.) is a strong plusSolid knowledge of ITIL principles, agile/Scrum methodologies, and SDLC processesExcellent problem-solving, documentation, and communication skillsBachelor's degree in Computer Science, Information Systems, or equivalent practical experiencePreferredAtlassian Certified Jira Administrator (or equivalent certification)Experience with Confluence, Bitbucket, or other Atlassian toolsExposure to automation tools (e.g., REST APIs, webhooks, Zapier, or scripting languages like Python/Groovy)Background in platform engineering, DevOps, or ITSM administration