JSM Engineer
1 month ago
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.
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