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 setting. 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
Solid 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