Role SummaryWe are seeking an experienced Jira Service Management professional to administer, configure and enhance our Jira and JSM workplace. The role combines platform administration with hands-on solution development — designing ITIL-aligned service management processes, automation, asset (CMDB) configuration, integrations and reporting that improve service delivery and operational visibility across the organisation.

Key Responsibilities

- Jira Service Management Administration
- Administer, configure and maintain Jira and Jira Service Management (JSM) platforms including workflows, portals, request types, SLAs and project settings.
- Manage users, roles, permissions and access controls while enabling effective self-service experiences.
- Provide platform support, troubleshooting, upgrades, migrations and continuous improvement of the JSM environment.
- JSM Development &

- Configuration
- Design and configure JSM solutions by translating business and ITSM requirements into workflows, approvals, request types, forms, queues, SLAs, notifications and escalations.
- Customize and optimize JSM through workflow configurations, automation, standards and reusable solutions aligned with organizational processes and Atlassian best practices.
- Develop dashboards, reports, filters and advanced JQL queries to support operational visibility and service performance monitoring.
- ITSM Process Implementation
- Implement, configure and support ITIL-aligned JSM processes including Incident, Major Incident, Service Request, Problem, Change, Knowledge, Asset and Configuration Management.
- Design and maintain workflows, approvals, SLAs, queues, automation and reporting to ensure efficient service delivery, governance and continuous process improvement.




- Automation
- Design, implement and maintain JSM automation solutions to streamline ticket management, approvals, notifications, escalations, status transitions and other operational processes.
- Develop automated workflows using Jira Automation rules, including cross-project orchestration, ticket creation/linking and process optimization to improve efficiency and reduce manual effort.
- Assets &
- Configuration Management
- Configure and administer JSM Assets (CMDB) including asset schemas, object types, relationships and configuration items (CIs) for services, applications and infrastructure.
- Manage asset integrations, imports, data synchronization and linkage with ITSM processes (Incidents, Requests, Problems, and Changes) to ensure accurate configuration and asset data management.
- Integrations &
- API
- Develop, configure and support integrations between JSM and enterprise platforms using REST APIs, webhooks, Jira Automation and JSON.
- Integrate JSM with collaboration, identity, monitoring, DevOps and IT operations tools while troubleshooting integration, authentication and data synchronization issues to ensure seamless service delivery.
- DevOps &
- Development Integration
- Integrate JSM with Jira Software and DevOps toolchains to support incident, change, deployment, and release management processes.




- Configure and automate development-service management workflows, enabling seamless collaboration between development, IT operations and support teams.
- Reporting &
- Dashboards
- Develop and maintain dashboards, reports, filters and advanced JQL queries to monitor SLAs, service performance, incident and change trends and key ITSM metrics.
- Provide actionable insights and KPI reporting to support operational visibility, asset management and continuous service improvement.
Required Qualifications &
- Skills
- Bachelor's degree in Computer Science, Information Technology or a related discipline.
- [X]+ years of hands-on experience administering and developing on Jira and Jira Service Management in an enterprise environment.
- Strong working knowledge of JSM configuration: workflows, request types, forms, queues, SLAs, approvals, notifications and customer portals.
- Practical experience implementing ITIL-aligned processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge Management).
- Experience configuring JSM Assets (CMDB) — schemas, object types, relationships and configuration items.
- Proficiency with Jira Automation, advanced JQL, dashboards, filters and reporting.
- Experience building integrations using REST APIs, webhooks and JSON.
- Familiarity with identity, monitoring, collaboration and DevOps toolchains integrated with JSM.

Preferred Qualifications
- Atlassian certifications (e.g. ACP-Jira Administration, ACP-Jira Service Management).
- ITIL v4 Foundation certification.
- Experience with Atlassian Cloud migrations or Data Center administration.
- Exposure to scripting or app development (ScriptRunner, Forge, Connect).

📌 JIRA Service Management Developer and Administrator (Bengaluru)
🏢 Visionet Systems
📍 Bengaluru