JSM (Jira Service Management) Specialist

Responsibilities

• Design scalable Jira Service Management solutions aligned with business and IT service management requirements
• Lead hands on JSM implementation and configure projects, request types, workflows, screens, fields, queues, SLAs, approvals, notifications, and automation rules
• Configure customer portals, service desks, forms, knowledge base integrations, and service management workflows
• Design and optimize ITSM processes covering Incident, Service Request, Problem, Change, Knowledge, and Asset Management
• Define process maps, SOPs, RACI, escalation mechanisms, SLAs, governance standards, and configuration guidelines
• Conduct requirement workshops and translate business and operational requirements into JSM configuration specifications
• Support integrations between JSM and enterprise tools such as Jira Software, Confluence, Slack/Teams, CMDB/Assets, identity platforms, monitoring tools, email systems, and reporting platforms
• Support data migration, field mapping, workflow migration, and transition from legacy service management platforms
• Troubleshoot JSM configuration, workflow, automation, permission, and integration issues
• Prepare test scenarios and UAT scripts and coordinate testing, cutover, go-live, hypercare, and post-production stabilization
• Develop dashboards and reports covering SLA performance, ticket volumes, backlog, aging, adoption, and service efficiency
• Identify opportunities for automation, process simplification, standardization, and continuous service improvement
• Prepare solution documentation, administration guides, training materials, and handover documentation

Required Skills

• 8–10 years of overall experience in Service Management, ITSM, technology implementation, or business systems implementation
• Minimum 4+ years of hands-on Jira Service Management / Jira / Atlassian experience
• Strong hands-on experience implementing and configuring Jira Service Management (JSM)
• Strong expertise in ITSM, ITIL, and Service Management processes
• Experience configuring JSM workflows, SLAs, queues, request types, portals, approvals, automations, permissions, notifications, screens, fields, and schemes
• Strong understanding of Incident, Request, Problem, Change, Knowledge, and Asset Management
• Experience with requirements gathering, process mapping, UAT, data migration, integrations, reporting, and dashboards
• Ability to independently manage implementation activities from requirements through go-live and stabilization
• Strong communication, documentation, problem-solving, and stakeholder management skills

Mandatory Skills