Job Description

Key Responsibilities

• Configure, customize, and implement JIRA / JIRA Service Management (JSM) as an ITSM tool.
• Design and customize:

• Workflows, issue types, request types, fields, screens, and permission schemes
• SLAs, queues, automations, notifications, dashboards, and reports

• Implement and manage ITSM processes including:

• Incident Management
• Problem Management
• Change Management
• Service Request Management

• Lead end-to-end ITSM tool implementation, including requirement gathering, solution design, configuration, testing, UAT support, and go-live activities.
• Integrate JIRA with other enterprise tools such as monitoring tools, CMDB, identity management systems, and reporting platforms.
• Provide JIRA administration, troubleshooting, and ongoing support.
• Ensure compliance with ITIL standards, governance, and organizational policies.
• Prepare technical documentation, SOPs, and user guides.
• Support user onboarding, training, and continuous improvement initiatives.

Required Skills & Experience

• Strong hands-on experience with JIRA Software and JIRA Service Management (ITSM).
• Proven expertise in JIRA customization and configuration.
• Good understanding of ITSM and ITIL processes.
• Experience in JIRA / ITSM tool implementation or large-scale enhancements.
• Knowledge of JIRA plugins, add-ons, and REST APIs.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Atlassian JIRA Administrator / related certifications.
• Experience working in enterprise IT environments.

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Do

1.    Provide tool design, development and deployment support for the project delivery 
a.    Interact with the internal project or client to understand the project requirement from a tool perspective 
b.    Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc.
c.    Provide budget and timeline estimates for the tool development/ deployment as required
d.    For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines
e.    Conduct commercial discussions with the 3rd party vendors for licenses or tool development 
f.    Conduct appropriate testing to ensure error free deployment of the tool on the project
g.    Ensure deployment of tool on time and within the estimated budget
 

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Deliver

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