Role & responsibilities :-

Atlassian Platform Administration

- Administer and maintain Jira Software, Jira Service Management (JSM), and Confluence.
- Configure and manage projects, issue types, workflows, screens, custom fields, permissions, notification schemes, and security roles.
- Maintain platform health, performance, reliability, and data integrity.
- Implement platform governance standards, naming conventions, and configuration best practices.
- Manage user provisioning, licensing, access controls, and security configurations.

Jira Service Management (JSM)
- Configure and maintain JSM service desks, queues, request types, SLAs, customer portals, and service catalogs.
- Design and enhance Incident Management, Change Management, Problem Management, and Service Request workflows.
- Build and maintain incident, problem, change, release, and operational support forms.
- Configure approval workflows, escalation paths, notifications, and service-level management processes.
- Partner with Production Support, Infrastructure, Security, and Application teams to optimize ITSM processes.

Assets & Configuration Management
- Administer Jira Service Management Assets (CMDB).
- Design and maintain asset schemas, object types, relationships, and data models.
- Develop processes for managing hardware, software, cloud resources, applications, and technology assets.
- Establish asset lifecycle management processes including onboarding, changes, audits, and retirement.
- Implement integrations between Assets and incident, change, and service request processes.
- Ensure asset data quality, governance, and reporting accuracy.

Workflow Configuration & Automation
- Design, develop, and maintain Jira workflows that support business and technology processes.
- Configure automation rules to streamline approvals, notifications, escalations, and repetitive tasks.
- Develop and support integrations with enterprise tools and external systems.




- Drive continuous improvement initiatives that improve operational efficiency and reduce manual effort.

Reporting & Analytics
- Build and maintain dashboards, reports, KPIs, and executive metrics.
- Provide reporting on incident trends, SLA performance, change effectiveness, asset compliance, and operational health.
- Develop meaningful analytics that support management decision-making and process improvements.

User Support & Enablement
- Serve as the primary escalation point for Jira and JSM platform issues.
- Provide user training, documentation, and best-practice guidance.
- Partner with stakeholders to capture requirements and deliver platform enhancements.
- Support onboarding of new teams and business units onto the Atlassian platform.

Preferred candidate profile :- 5+ years of hands-on Jira administration experience.

- 3+ years of experience administering Jira Service Management (JSM).
- Strong experience configuring:
- Jira workflows
- Screens and issue types
- Custom fields
- Permission schemes
- Notification schemes
- SLAs and queues
- Customer portals
- Automation rules
- Experience implementing and administering JSM Assets / CMDB solutions.
- Strong understanding of:
- Incident Management
- Change Management
- Problem Management
- Service Request Management
- ITSM best practices
- Experience with Confluence administration and knowledge management.
- Robust analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management abilities.

Preferred Qualifications
- Experience with Generative AI and Agentic AI engineering
- Atlassian Certified Professional certifications.
- Experience with ScriptRunner, Automation for Jira, and Marketplace plugins.
- Experience integrating Jira with monitoring, CI/CD, identity management, and cloud platforms.
- Knowledge of ITIL best practices.
- Experience supporting enterprise-scale Jira environments.
- Experience with Agile, Scrum, and Kanban methodologies.

📌 ITSM Platform Engineer (Hyderabad)
🏢 kanerika software
📍 Hyderabad