Role Summary
We are seeking an experienced Jira Service Management professional to administer, configure and enhance our Jira and JSM environment. 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 setting.
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, includ

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