Jira Service Management Specialist

Summary:

We are seeking a highly skilled Jira Service Management Specialistto rebuild and optimise our Jira environment from the ground up. you will be working closely with our SOC, IT, engineering, and management teams to create a set of best-practice Jira Service Management projects that enable efficient operations, secure customer interaction, and streamlined communication. This is a hands-on contract role, perfect for an expert who thrives on designing workflows, automations, and dashboards that truly make Jira "sing".

Responsibilities:

Design and Implement Multiple Service Desk Projects:

• Work with key stakeholders to design and document the appropriate configuration in he below areas.
• Rebuild and optimize the SOC alert management project.
• Create a customer feedback/complaints project with clear SLAs and escalation paths.
• Build an engineering backlog/project management board for prioritisation and delivery tracking.
• Improve the internal IT Ticketing platform

Workflow & Automation Configuration:

• Build end-to-end workflows that support different ticket types, including security alerts, feedback, and engineering tasks.
• Implement complex SLAs (varying by customer or priority) and configure automated escalations.
• Set up approvals, notifications, and triggers, escalations that support a SOC and other environments.

Secure External Access & Client Experience:

• Configure Jira Service Management portalsto allow external customers to log tickets in a controlled and secure way, ensuring appropriate permissions and data privacy.
• Customise request types, forms, and communications for a polished and branded customer experience.
• Implement access controls to separate internal and external data, protecting sensitive information.

Data Migration & Transition:

• Plan and execute migration of existing tickets, comments, and attachments from current projects to the new projects once built.
• Ensure no data loss, maintain ticket history, and validate successful transition with stakeholders.

Integrations & Branding:

• Configure integrations with external systems (e.g., email, monitoring tools, Slack/Teams, security platforms).
• Customise customer-facing communications, notifications, and alerts to align with branding.

Dashboards & Reporting:

• Build dashboards tailored for:
• SOC Analysts (real-time ticket triage)
• Managers (workload and SLA compliance)
• Senior Executives (KPIs and trend reports)
• Set up real-time reporting for SLA breaches, backlogs, and escalations.

Knowledge Transfer:

• Document configurations, workflows, and recommended operating procedures.
• Train internal staff to administer and maintain Jira post-engagement.

Essential Skills & Experience

• Proven experience implementing Jira Service Management projects end-to-end (minimum 3 years).
• Strong understanding of secure customer portal configuration, including permission schemes, request types, and data segregation.
• Demonstrated experience migrating existing tickets and data between Jira projects with minimal disruption.
• Skilled at creating branded, customer-friendly portals and communications.
• Ability to integrate Jira with other systems via REST API or marketplace apps.
• Excellent stakeholder engagement skills, comfortable collaborating with technical and non-technical teams and able to contribute to and document initial design prior to implementation.

Preferred Certifications & Qualifications:

• Atlassian Certified Professional - Managing Jira Service Projects for Cloud (ACP-420) or equivalent a must.
• Atlassian Certified ITSM Specialist designation Highly Desirable.
• ITIL v4 Foundation certification (or equivalent understanding of ITSM principles) a must.
• Experience working in security operations, IT support, or engineering environments is highly desirable.
• Familiarity with SOC processes and escalation workflows is a plus.

Personal Attributes:

• Highly analytical and detail-oriented, with a passion for process improvement.
• Excellent communication skills – able to explain Jira configurations to non-experts.
• Proactive problem solver, able to work autonomously and deliver within agreed timelines.
• Able to express and document a Jira service desk design in a way non-Jira expert's will understand.

Engagement Deliverables:

• By the end of the engagement, you will deliver:
• Document the Current state and understand its limitations and issues to identify areas for improvement.
• Fully configured Jira Service Management projects (SOC, Feedback/Complaints, Engineering Backlog) and an improved internal service desk project.
• Secure external client portals that allow customers to log and track tickets safely.
• Migrated tickets from existing projects into the new environment.
• Documented and implemented customized workflows, SLAs, and automation rules.
• Dashboards and reports tailored to various stakeholder groups.
• Knowledge transfer sessions for internal teams.

Job Type: Contractual / Temporary

Contract length: 1-3 months

Pay: From ₹10,000.00 per month