Senior JSM Administrator

Company Description

Welcome to Lean IT Inc., a leader in the technological revolution with a distinguished track record of implementing cutting-edge cloud solutions. As an official Salesforce Ridge Partner, we provide expert consultations, design robust solutions, and implement APIs for seamless integrations. Our expertise extends to Data Visualization, Big Data Implementation, Data Migration, and Data Modernization, transforming data into actionable insights and modernizing infrastructures. Our skilled professionals continuously upskill to deliver solutions adhering to best practices. We also proudly embrace corporate social responsibility as a member of Pledge 1%.

Role Description

This is a contract remote role for a Senior JSM Administrator. The Senior JSM Administrator will be responsible for managing and configuring the Jira Service Management (JSM) platform. Tasks include setting up workflows, automating processes, troubleshooting and resolving platform issues, and ensuring platform security and compliance. The administrator will collaborate with various teams to align the JSM platform with business needs and provide training and support to users.

Job Title: Senior JSM Administrator

Experience : 9+ years

Location : Remote 

Project Duration : 1 Year 

Must-Have Technical Skills

1. Jira Cloud Development – hands-on experience with Atlassian APIs, custom app development, marketplace apps, and integrations.
2. Scripting & Automation – strong knowledge in JQL, Groovy/ScriptRunner, or other scripting tools to build advanced automations and workflows.
3. Integration Expertise – proven experience integrating Jira/JSM with external tools like ServiceNow, Azure, Confluence, Slack, or CI/CD pipelines.
4. Customization – ability to customize Jira/JSM projects, service desks, and Confluence spaces as per business needs.
5. Reporting & Dashboards – designing advanced reports and analytics dashboards for stakeholders.

Development/Engineering Mindset

1. Problem-Solving – ability to analyze requirements, design scalable solutions, and translate ITSM processes into Jira/JSM configurations.
2. API & Webhooks Knowledge – experience using REST APIs for automation and integration tasks.
3. Workflow & Process Design – designing and maintaining complex Jira workflows, SLAs, queues, and forms.
4. Code Development – comfortable with coding/scripting in JavaScript, Python, or Groovy to extend Atlassian functionalities.

Methodology & Domain Knowledge

1. ITSM/ITIL Understanding – good knowledge of incident, change, and problem management processes.
2. Agile/DevOps Experience – exposure to Agile frameworks, DevOps practices, and release/change processes.

Soft Skills & Work Style

1. Strong Communication Skills – excellent spoken and written English to interact with stakeholders.
2. Independent Worker – ability to work with minimal supervision and drive solutions.
3. Client-Facing Experience – confidence in presenting solutions, troubleshooting issues, and leading discussions.

**Strong experience in ITSM/ITIL processes and setting up and configuring REST API integrations**