JSM Engineer

2 weeks ago

India RapidBraiins Full time

Jira Service Management Engineer :

The JSM Engineer will play a critical role in implementing, customizing, and managing our Jira Service Management environment to improve our IT service delivery, incident management, and operational efficiency.


  • This position requires a blend of technical expertise, project management skills, and a deep understanding of ITIL practices.
  • The core qualities of the JSM Engineer: Proficiency in Jira Service Management administration.
  • Strong understanding of IT service management processes.
  • Understanding SLDC, familiarity with agile methodologies.
  • Strong knowledge of ITIL and its application to IT service management.
  • Scripting language knowledge such as Python or JavaScript.
  • Excellent problemsolving skills and the ability to work independently as well as part of a team.
  • Demonstrated ability to manage multiple priorities and thrive in a fastpaced, deadlinedriven environment.
  • Outstanding communication skills, both written and verbal, with the ability to train and support users at various technical skill levels.
  • Fluent in English (other languages are an advantage).
What we need from the JSM Engineer:

Work on the end-to-end implementation of Jira Service Management (JSM) within our internal squad, ensuring a seamless integration that enhances our IT service management capabilities.


  • Design, configure, and customize JSM to fit our organization's specific needs, including setting up service desks, incident and problem management, service request management, asset management, change management, and other practices.
  • Work closely with various stakeholders to gather and analyze requirements, ensuring that the JSM implementation aligns with business goals and IT service management best practices according to the ITIL framework.
  • Facilitate requirement definition with users, guiding them in articulating their needs and translating these into technical requirements to ensure the JSM setup effectively addresses user demands and IT operational needs.
  • Develop and maintain comprehensive documentation of JSM configurations, workflows, and procedures, ensuring clarity and ease of use for endusers and internal IT staff.
  • Implement reporting and dashboard features within JSM to provide realtime insights into IT operations, service performance, and compliance with SLAs, aiding in continuous improvement efforts.
  • Collaborate with IT security to ensure that the JSM implementation adheres to security policies and data protection regulations, safeguarding sensitive information and maintaining high standards of data integrity and security.
  • Provide ongoing support and expert advice to users and the IT team, resolving any JSMrelated issues promptly and efficiently to minimize disruptions to business operations.
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