Jira Service Management Developer

3 weeks ago

pune, India AltaReturn Full time

Job Description

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems 

Technical and Standard Practices 

Defining Business Requirements : Candidate must be able to partner with stakeholders to extract business requirements and translate them into workflows within the Jira Service Management framework. Configuration : Configure Jira Service Management projects, including the setup of service desks, queues, SLA (Service Level Agreement) metrics, and customer portals. Workflow Customization : Design and implement custom workflows that fit the organization’s incident, problem, change, and request management processes. Custom Fields and Screens : Create custom fields, issue types, and screen schemes to tailor Jira's user interface to the specific needs of the organization. Automation : Implement automation rules to streamline operations, including automatic ticket routing, updates, escalations, and notifications based on specific triggers and conditions. Integration : Integrate Jira Service Management with other tools and applications, such as CRM (Customer Relationship Management) systems, knowledge bases, monitoring tools, or asset management systems using APIs or marketplace add-ons. User Management : Manage users, groups, roles, and permissions within Jira Service Management to ensure the right level of access control and workflow participation. Reporting and Dashboards : Develop custom reports and dashboard gadgets to provide insights into service desk performance and ITSM metrics. Service Catalog Management : Set up and maintain a service catalog with a user-friendly interface for easy access to IT services by end-users. Knowledge Base : Set up and integrate a knowledge base with Jira Service Management to enable self-service and reduce the ticket volumes by empowering users to find answers to common issues. Performance Tuning : Monitor the performance of Jira Service Management instances and optimize configurations for better efficiency, response time, and reliability. Troubleshooting : Troubleshoot and resolve issues related to Jira Service Management, including performance bottlenecks, workflow errors, and user access problems. Upgrade and Maintenance : Perform regular maintenance, updates, and upgrades to the Jira Service Management system to ensure it is up to date with the latest features and security patches. Training and Support : Provide training and support to end-users and service desk agents to ensure they can effectively use the Jira Service Management system. Documentation : Create and maintain documentation for system configurations, workflows, customizations, and any procedures related to Jira Service Management. Best Practices : Stay updated with the latest trends and best practices in Jira Service Management and ITSM to continually improve operations.

Customer-Centric Experience/Raltions

Providing best-in-class customer experience/service.  Practice professional-level soft skills when communicating with internal staff and/or external customers. Take personal ownership of customer satisfaction in resolving staff concerns and issues. 

Team and Knowledge-Centric Collaboration

Writing and maintaining professional-level internal and customer-facing knowledge articles.  Mentorship and training for other Support team members from a technical and process perspective.  Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements. Be “All-In” with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

Technical Skills

Jira Service Management Expertise : In-depth knowledge of Jira Service Management configurations, service desk setup, workflows, schemes, custom fields, and reporting. Workflow Development : Ability to create complex workflows that match an organization's processes and practices. Atlassian Products : Familiarity with other Atlassian products such as Jira Software, Confluence, and Bitbucket can be beneficial. Scripting and Automation : Proficiency in writing scripts using Groovy or similar scripting languages for automation within Jira. APIs : Knowledge of REST APIs for integrating Jira with other systems. Database Management : Understanding of database concepts, query languages (e.g., SQL), and basic ability to interact with databases. Web Technologies : Familiarity with HTML, CSS, JavaScript, and XML for customizing user interfaces. Version Control Systems : Experience with version control systems like Git for code management and collaboration

Specialized Knowledge

ITSM/ITIL Frameworks : Understanding of service management principles and frameworks, notably ITIL, to align Jira Service Management usage with organizational processes. Project Management : Knowledge of project management practices to effectively plan and manage Jira development tasks. Business Analysis : Skills in business process analysis and requirement gathering to translate user needs into technical solutions. Add-ons and Plugins : Experience with Jira plugins and add-ons like ScriptRunner, that extend the capabilities of Jira.

General Abilities

Problem-Solving : Strong analytical and critical thinking skills to troubleshoot issues and devise efficient solutions. Communication : Excellent communication skills to interact with stakeholders, understand requirements, and provide training/support. Teamwork and Collaboration : Ability to work collaboratively in a team environment, including with cross-functional teams. Adaptability : Flexibility to adapt to new tools and technologies as they become relevant to the Jira ecosystem. Time Management : Skill in managing time effectively to balance multiple tasks and meet deadlines. Continuous Learning : Commitment to continuous learning and staying updated with the latest Jira features and best practices. Attention to Detail : Mindfulness to ensure configurations and customizations do not compromise system integrity or user experience. Experience : Practical experience (3+ years) with Jira Service Management implementations, system administration, or development roles is highly valuable.

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