JIRA Service Management Developer and Administrator

Visionet Systems Inc.; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Visionet Systems Inc. seeks an experienced Jira Service Management professional to administer, configure and enhance our Jira/JSM environment in Bengaluru.

You will design ITIL-aligned service management processes, automation, CMDB configuration, integrations and reporting to improve service delivery and visibility across the organisation. You will own JSM administration, development, configuration and dashboards, while implementing ITIL processes and driving automation to streamline ticket

Qualifications

• Bachelor's degree in Computer Science, IT or related field.
• Experience administering and developing on Jira and JSM in an enterprise environment.
• Strong knowledge of JSM configuration: workflows, forms, queues, SLAs and approvals.
• Experience implementing ITIL-aligned ITSM processes (Incident, Problem, Change, Service Request).
• Experience with JSM Assets (CMDB) schemas, objects and relationships.

Responsibilities

• Jira Service Management Administration: configure workflows, portals, request types, SLAs and project settings.
• Manage users, roles, permissions and access controls for effective self-service.
• Provide platform support, upgrades, migrations and continuous improvement of the JSM environment.
• Design and configure JSM solutions translating ITSM requirements into workflows, forms, queues and notifications.
• Develop dashboards, reports and advanced JQL for visibility and performance monitoring.
• Implement ITIL-aligned processes (Incident, Major Incident, Problem, Change, Knowledge, Asset).
• Design, implement and maintain JSM automation to streamline tickets, approvals and notifications.
• Configure and administer JSM Assets (CMDB) and integrate with ITSM processes.
• Develop and support integrations between JSM and enterprise platforms using REST APIs and JSON.
• Integrate JSM with Jira Software and DevOps toolchains for incident and change management.
• Create and maintain development-service management workflows for cross-team collaboration.
• Develop dashboards, reports, filters and KPI metrics for service performance.

Skills

Jira administration

ITSM

DevOps integration

Jira Automation

JQL & reporting

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Jira

Jira Service Management (JSM)

REST APIs

JSON

Webhooks

Job description

We are seeking an experienced Jira Service Management professional to administer, configure and enhance our Jira and JSM environment. The role combines platform administration with hands-on solution development — designing ITIL-aligned service management processes, automation, asset (CMDB) configuration, integrations and reporting that improve service delivery and operational visibility across the organisation.

Key Responsibilities

• Jira Service Management Administration
• Administer, configure and maintain Jira and Jira Service Management (JSM) platforms including workflows, portals, request types, SLAs and project settings.
• Manage users, roles, permissions and access controls while enabling effective self-service experiences.
• Provide platform support, troubleshooting, upgrades, migrations and continuous improvement of the JSM environment.
• JSM Development & Configuration
• Design and configure JSM solutions by translating business and ITSM requirements into workflows, approvals, request types, forms, queues, SLAs, notifications and escalations.
• Customize and optimize JSM through workflow configurations, automation, standards and reusable solutions aligned with organizational processes and Atlassian best practices.
• Develop dashboards, reports, filters and advanced JQL queries to support operational visibility and service performance monitoring.
• ITSM Process Implementation
• Implement, configure and support ITIL-aligned JSM processes including Incident, Major Incident, Service Request, Problem, Change, Knowledge, Asset and Configuration Management.
• Design and maintain workflows, approvals, SLAs, queues, automation and reporting to ensure efficient service delivery, governance and continuous process improvement.
• Automation
• Design, implement and maintain JSM automation solutions to streamline ticket management, approvals, notifications, escalations, status transitions and other operational processes.
• Develop automated workflows using Jira Automation rules, including cross-project orchestration, ticket creation/linking and process optimization to improve efficiency and reduce manual effort.
• Assets & Configuration Management
• Configure and administer JSM Assets (CMDB) including asset schemas, object types, relationships and configuration items (CIs) for services, applications and infrastructure.
• Manage asset integrations, imports, data synchronization and linkage with ITSM processes (Incidents, Requests, Problems, and Changes) to ensure accurate configuration and asset data management.
• Integrations & API
• Develop, configure and support integrations between JSM and enterprise platforms using REST APIs, webhooks, Jira Automation and JSON.
• Integrate JSM with collaboration, identity, monitoring, DevOps and IT operations tools while troubleshooting integration, authentication and data synchronization issues to ensure seamless service delivery.
• DevOps & Development Integration
• Integrate JSM with Jira Software and DevOps toolchains to support incident, change, deployment, and release management processes.
• Configure and automate development-service management workflows, enabling seamless collaboration between development, IT operations and support teams.
• Reporting & Dashboards
• Develop and maintain dashboards, reports, filters and advanced JQL queries to monitor SLAs, service performance, incident and change trends and key ITSM metrics.
• Provide actionable insights and KPI reporting to support operational visibility, asset management and continuous service improvement.

Required Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology or a related discipline.
• [X]+ years of hands-on experience administering and developing on Jira and Jira Service Management in an enterprise environment.
• Strong working knowledge of JSM configuration: workflows, request types, forms, queues, SLAs, approvals, notifications and customer portals.
• Practical experience implementing ITIL-aligned processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge Management).
• Experience configuring JSM Assets (CMDB) — schemas, object types, relationships and configuration items.
• Proficiency with Jira Automation, advanced JQL, dashboards, filters and reporting.
• Experience building integrations using REST APIs, webhooks and JSON.
• Familiarity with identity, monitoring, collaboration and DevOps toolchains integrated with JSM.

Preferred Qualifications

• Atlassian certifications (e.g. ACP-Jira Administration, ACP-Jira Service Management).
• ITIL v4 Foundation certification.
• Experience with Atlassian Cloud migrations or Data Center administration.
• Exposure to scripting or app development (ScriptRunner, Forge, Connect).