ITSM Platform Engineer

Kanerika Software; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Kanerika Software in Hyderabad, India, seeks an experienced Atlassian Platform Administrator to manage Jira Software, Jira Service Management, and Confluence, ensuring reliability, governance, and data integrity.

You will configure projects, workflows, schemes, SLAs, and assets; support incident, change, and service request workflows; and collaborate with Production Support, Infrastructure, Security, and App teams to optimize ITSM processes.

Qualifications

• 5+ years of hands-on Jira administration experience.
• 3+ years administering Jira Service Management (JSM).
• Strong experience configuring Jira workflows, screens, and issue types.
• Knowledge of permission schemes, notification schemes, SLAs, and queues.
• Experience with Confluence administration and knowledge management.

Responsibilities

• Administer Jira Software, Jira Service Management (JSM), and Confluence.
• Configure projects, workflows, screens, and fields; manage permissions and schemes.
• Maintain platform health, performance, reliability, and data integrity.
• Implement governance standards and best practices for configuration.

Skills

Jira administration

Jira Service Management

Confluence administration

ITSM governance

Automation rules

Stakeholder management

Incident Management

Change Management

Problem Management

Service Request Management

Tools

Jira

JSM

Confluence

ScriptRunner

Automation for Jira

Marketplace plugins

Job description

Role & responsibilities

Atlassian Platform Administration

• Administer and maintain Jira Software, Jira Service Management (JSM), and Confluence.
• Configure and manage projects, issue types, workflows, screens, custom fields, permissions, notification schemes, and security roles.
• Maintain platform health, performance, reliability, and data integrity.
• Implement platform governance standards, naming conventions, and configuration best practices.
• Manage user provisioning, licensing, access controls, and security configurations.

Jira Service Management (JSM)

• Configure and maintain JSM service desks, queues, request types, SLAs, customer portals, and service catalogs.
• Design and enhance Incident Management, Change Management, Problem Management, and Service Request workflows.
• Build and maintain incident, problem, change, release, and operational support forms.
• Configure approval workflows, escalation paths, notifications, and service-level management processes.
• Partner with Production Support, Infrastructure, Security, and Application teams to optimize ITSM processes.

Assets & Configuration Management

• Administer Jira Service Management Assets (CMDB).
• Design and maintain asset schemas, object types, relationships, and data models.
• Develop processes for managing hardware, software, cloud resources, applications, and technology assets.
• Establish asset lifecycle management processes including onboarding, changes, audits, and retirement.
• Implement integrations between Assets and incident, change, and service request processes.
• Ensure asset data quality, governance, and reporting accuracy.

Workflow Configuration & Automation

• Design, develop, and maintain Jira workflows that support business and technology processes.
• Configure automation rules to streamline approvals, notifications, escalations, and repetitive tasks.
• Develop and support integrations with enterprise tools and external systems.
• Drive continuous improvement initiatives that improve operational efficiency and reduce manual effort.

Reporting & Analytics

• Build and maintain dashboards, reports, KPIs, and executive metrics.
• Provide reporting on incident trends, SLA performance, change effectiveness, asset compliance, and operational health.
• Develop meaningful analytics that support management decision-making and process improvements.

User Support & Enablement

• Serve as the primary escalation point for Jira and JSM platform issues.
• Provide user training, documentation, and best-practice guidance.
• Partner with stakeholders to capture requirements and deliver platform enhancements.
• Support onboarding of new teams and business units onto the Atlassian platform.

Preferred candidate profile

5+ years of hands-on Jira administration experience.

• 3+ years of experience administering Jira Service Management (JSM).
• Strong experience configuring:
• Jira workflows
• Screens and issue types
• Custom fields
• Permission schemes
• Notification schemes
• SLAs and queues
• Customer portals
• Automation rules
• Experience implementing and administering JSM Assets / CMDB solutions.
• Strong understanding of:
• Incident Management
• Change Management
• Problem Management
• Service Request Management
• ITSM best practices
• Experience with Confluence administration and knowledge management.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Preferred Qualifications

• Experience with Generative AI and Agentic AI engineering
• Atlassian Certified Professional certifications.
• Experience with ScriptRunner, Automation for Jira, and Marketplace plugins.
• Experience integrating Jira with monitoring, CI/CD, identity management, and cloud platforms.
• Knowledge of ITIL best practices.
• Experience supporting enterprise-scale Jira environments.
• Experience with Agile, Scrum, and Kanban methodologies.