Job Description
Role Overview
- Primary POC for JIRA Service Management (JSM), Confluence Knowledge base, and Asset Management/CMDB.
JSM Administration & ITSM Implementation
- Configure, implement, and maintain JSM projects across:
- Incident, Change, Problem, and Asset Management
- Manage integrations with enterprise systems (monitoring tools, CI/CD, CRM) using APIs, webhooks, and third-party apps.
- Monitor JIRA platform health and performance:
- Upgrades, patching, data cleanup, and uptime management.
- Lead technical implementation and optimization of ITIL processes:
- Incident, Change, and Problem Management workflows.
- Maintain and optimize CMDB and IT Asset Inventory:
- Accurate lifecycle tracking for incident resolution and compliance.
Helpdesk & Vendor Performance Management
- Monitor daily operational performance of external helpdesk and IT service vendors.
- Lead SLA and OLA governance and performance analysis.
- Build automated JIRA dashboards and reports:
- Service trends, root causes, vendor efficiency, and improvement opportunities.
- Conduct operational review meetings using JIRA data to assess quality, accuracy, and process adherence.
- Perform process compliance audits for Incident, Request, and Change Management.
- Manage critical escalations and act as primary IT liaison for vendor performance issues.
Training & Enablement
- Deliver JSM and ITSM training to internal IT teams and external vendors.
- Enable vendors on customized JIRA workflows and internal IT processes.
Requirement
- 5+ years of experience in IT Service Management.
- Strong knowledge of JSM, Atlassian ecosystem, and JQL.
- Scripting/automation experience (Groovy, Python) is an advantage.
- Strong data analysis skills for identifying trends and service improvements.
- Experience managing external IT service vendors.
- Preferred certifications: Atlassian Certified, ITIL v4 Foundation or higher.
