Jira IT Service Management Professional

3 days ago

Lahore, Punjab, Pakistan beBeeITsm Full time

We are seeking a highly skilled IT Service Management (ITSM) professional with a strong background in Jira administration to design, configure and optimize Jira Service Management solutions for enterprise clients.

Key Responsibilities
  • Design and Implement ITSM Workflows: Develop scalable and maintainable Jira workflows based on business needs and ITIL standards.
  • Translate Client Requirements: Translate client requirements into effective Jira Service Management solutions.
  • Configure Service Request Catalogs: Lead the configuration of service request catalogs, SLAs, automation rules, queues and custom fields.
  • Integrate Jira with Enterprise Systems: Integrate Jira with other enterprise systems such as CMDB, monitoring tools, Confluence and identity systems.
  • Perform Health Checks and Maturity Assessments: Conduct health checks and maturity assessments to identify gaps and propose improvement plans.
  • Serve as Subject Matter Expert: Serve as subject matter expert during Jira-related discussions with technical teams, stakeholders and business users.
  • Ensure Compliance and Governance: Ensure compliance with governance, security and auditability requirements.
  • Develop Technical Documentation: Create technical documentation including solution architecture diagrams.
  • Train and Mentor Admin Teams: Train and mentor admin teams and end-users on JSM features and best practices.
  • Support Continual Service Improvement: Support continual service improvement initiatives through performance monitoring and analytics.
Requirements
  • Bachelor's degree in computer science or related field.
  • 5+ years of experience in Jira administration/architecture with at least 2 years focused on Jira Service Management.
  • Strong knowledge of ITSM processes (Incident, Change, Problem, Request Fulfillment, Knowledge Management).
  • Experience implementing and customizing workflows, automation and SLA configurations in Jira.
  • Familiarity with Atlassian Marketplace add-ons like Insight (Asset Management), ScriptRunner, Tempo etc.
  • Experience with Jira REST APIs, JSON and third-party integrations.
Nice to Have
  • Hands-on experience with Confluence, Bitbucket or Opsgenie.
  • Exposure to ISO 20000, COBIT or other IT governance frameworks.

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