Why This Role Exists

Jira Service Management has evolved into a critical enterprise platform supporting IT Asset Management, Vulnerability Management, Incident Management, Change Management, and key operational workflows. Recent regulatory examinations and our cybersecurity program have reinforced the importance of maintaining a complete and accurate IT asset inventory the foundation for vulnerability management, incident response, disaster recovery, and regulatory reporting.

To date, the platform has been maintained by team members as part of broader responsibilities. As its scope and strategic importance have grown, we now require dedicated expertise and capacity to maintain the platform, develop integrations with systems such as automated asset discovery, enhance workflows, and ensure ongoing data quality. A dedicated ITSM Platform Engineer will own this critical platform reducing operational risk, improving automation and efficiency, and ensuring the reliable asset and operational data needed to support regulatory expectations and our cybersecurity strategy.

Job Purpose

We are seeking an experienced Jira Administrator / JSM Engineer to own the administration, configuration, governance, and ongoing support of Jira Software, Jira Service Management (JSM), and Confluence. This role serves as the primary platform administrator responsible for designing and maintaining workflows, forms, automation, asset-management processes, service catalogs, reporting, and integrations that support Technology, Operations, Security, and Business teams across the enterprise. The ideal candidate combines robust technical administration skills with process expertise in Asset Management (Asset Inventory), Incident Management, Change Management, Service Request Management, and Agile delivery practices.

Key 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.

Required Qualifications

- 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, and ITSM best practices.
- Experience with Confluence administration and knowledge management.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellentcommunication and stakeholder-management abilities.

Preferred Qualifications

- Experience with Generative AI and Agentic AI engineering.
- Atlassian Certified Skilled 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.

What the Client Expects

- Full ownership of the Atlassian platform not task-by-task support, but end-to-end accountability for configuration, governance, and data quality.
- Reliable daily overlap with US Eastern business hours and clear, proactive written and verbal English communication with US teams.
- Ability to work independently, translate business/technology requirements into working configuration, and deliver enhancements with minimal hand-holding.
- A governance-first mindset: accurate CMDB/asset data, auditable change processes, and reporting that stands up to regulatory examination.

📌 ITSM Platform Engineer (Jira Service Management) (Hyderabad)
🏢 Computing Concepts
📍 Hyderabad