ITSM Platform Engineer (Jira Service Management)

Work Mode: Remote
Work Hours: EST
Experience: 5+ Years
Availability: Immediate availability preferred

Position Overview

We are seeking an experienced ITSM Platform Engineer (Jira Service Management) with 5+ years of hands-on Jira administration experience and solid expertise in Jira Service Management (JSM), Confluence, ITSM processes, automation, and JSM Assets/CMDB.

The ideal candidate will be responsible for engineering, administering, configuring, and continuously improving the Atlassian platform to support enterprise IT service management. This role will work closely with Production Support, Infrastructure, Security, Application, and business teams to deliver scalable, reliable, and automated ITSM solutions.

Job Description:

Atlassian Platform Administration
- Administer and maintain Jira Software, Jira Service Management (JSM), and Confluence.
- Configure projects, issue types, workflows, screens, custom fields, permissions, notification schemes, and security roles.
- Manage user provisioning, licensing, access controls,



and security configurations.
- Maintain platform health, performance, reliability, and data integrity.
- Establish and enforce platform governance, naming conventions, and configuration best practices.

Jira Service Management (JSM)
- Configure and maintain JSM service desks, queues, request types, SLAs, customer portals, and service catalogs.
- Design and enhance workflows supporting Incident, Change, Problem, and Service Request Management.
- 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 JSM Assets / CMDB, including schemas, object types, relationships, and data models.
- Develop and main

📌 ITSM Platform Engineer (Gurugram)
🏢 Khoj Information Technology
📍 Gurugram