JSM Engineer

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 problem-solving skills and the ability to work independently as well as part of a team.

- Demonstrated ability to manage multiple priorities and thrive in a fast-paced, deadline-driven 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 end-users and internal IT staff.

- Implement reporting and dashboard features within JSM to provide real-time 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 JSM-related issues promptly and efficiently to minimize disruptions to business operations.

Educational Qualifications: Bachelor's/Master's