About the Role
We are looking for a motivated IT Systems Analyst to support the administration and day-to-day operations of our Jira Service Management platform. This is a generalist role suited to someone with a solid foundation in ITSM tools and a desire to grow within a global enterprise IT environment. You will work alongside senior engineers and service desk teams to ensure smooth delivery of IT services to over 5,000 employees worldwide.
Key Responsibilities
- Administer and maintain JSM projects, queues, request types, and SLA configurations under the guidance of senior engineers
- Triage and manage incoming service requests and incidents within JSM, ensuring timely routing and resolution
- Create and update Jira dashboards, filters, and reports for team leads and managers
- Support onboarding workflows, including provisioning access and managing onboarding service requests in JSM
- Assist in the documentation of IT processes, runbooks, and knowledge base articles in Confluence
- Participate in testing and validating JSM configuration changes before deployment
- Liaise with end users to gather requirements and provide first-line support for JSM-related queries
- Support automation rule creation and maintenance for routine service desk tasks
- Contribute to continuous improvement initiatives for service request and incident management processes
Required Skills & Experience
- 2–3 years of experience working with Jira and/or Jira Service Management
- Familiarity with ITSM concepts including incident management, service requests, and change management
- Understanding of JSM configuration: queues, SLAs, request types, and workflows
- Experience using Confluence for documentation and knowledge management
- Strong analytical and problem-solving skills
- Valuable written and verbal communication skills in English
- Ability to work effectively across time zones in a global team environment
Preferred Qualifications
- ITIL Foundation certification (desirable but not requ
📌 IT Systems Analyst_JSM (Bengaluru)
🏢 MRI
📍 Bengaluru