Atlassian Jira Service Management Engineer

ALOIS Solutions; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

ALOIS Solutions is seeking an experienced Jira Service Management Engineer/Administrator to manage and optimize an enterprise Atlassian Cloud environment remotely for a 12+ month contract.

The role focuses on Jira Service Management, workflows, automation, governance, and system integrations with Microsoft Entra ID, 365, Teams, and other enterprise systems. Strong incident, change, and problem management experience is essential.

Qualifications

• 5+ years of experience in Jira / Jira Service Management administration, platform engineering, or enterprise service management.
• Hands-on experience with Atlassian Cloud and Jira Service Management.
• Expertise in workflows, JQL, custom fields, screens, forms, queues, dashboards, automation, permissions, approvals, and SLAs.

Responsibilities

• Administer and maintain Jira Service Management, Jira, Confluence integrations, and Jira Assets.
• Review and optimize workflows, request types, custom fields, forms, queues, dashboards, permissions, and automation rules.
• Configure and enhance Incident, Major Incident, Problem, Change Enablement, and Service Request Management workflows.
• Develop service catalogs, conditional forms, approval processes, escalation paths, and automated ticket-routing mechanisms.
• Implement Problem Management processes for root-cause analysis, known-error tracking, workarounds, and corrective actions.
• Configure Standard, Normal, and Emergency Change workflows, including risk assessments, approvals, scheduling, and post-implementation reviews.
• Build and maintain integrations with Microsoft Entra ID, Microsoft 365, Teams, APIs, webhooks, and other enterprise systems.
• Design and maintain Jira Assets schemas, object relationships, data imports, and configuration management processes.
• Develop dashboards and reports to monitor SLAs, incident trends, backlog, change performance, and operational efficiency.
• Maintain technical documentation, governance standards, testing procedures, release controls, and production support processes.
• Identify opportunities to improve self-service, knowledge management, automation, and AI-enabled service management.

Skills

Jira Administration

Jira Service Management

Atlassian Cloud

JQL queries

Education

ITIL 4 Foundation

Tools

Jira Assets

Confluence integration

APIs/webhooks

Job description

Location: Remote – USA

Duration: 12+ Months contract (possibility of extension or conversion)

We are seeking an experienced Jira Service Management Engineer / Administrator to manage, optimize, and enhance an enterprise Atlassian Cloud environment.

The ideal candidate will have strong technical expertise in Jira Service Management, ITSM workflows, automation, platform governance, and system integrations.

Key Responsibilities:

• Administer and maintain Jira Service Management, Jira, Confluence integrations, and Jira Assets.
• Review and optimize workflows, request types, custom fields, forms, queues, dashboards, permissions, and automation rules.
• Configure and enhance Incident, Major Incident, Problem, Change Enablement, and Service Request Management workflows.
• Develop service catalogs, conditional forms, approval processes, escalation paths, and automated ticket-routing mechanisms.
• Implement Problem Management processes for root-cause analysis, known-error tracking, workarounds, and corrective actions.
• Configure Standard, Normal, and Emergency Change workflows, including risk assessments, approvals, scheduling, and post-implementation reviews.
• Build and maintain integrations with Microsoft Entra ID, Microsoft 365, Teams, APIs, webhooks, and other enterprise systems.
• Design and maintain Jira Assets schemas, object relationships, data imports, and configuration management processes.
• Develop dashboards and reports to monitor SLAs, incident trends, backlog, change performance, and operational efficiency.
• Maintain technical documentation, governance standards, testing procedures, release controls, and production support processes.
• Identify opportunities to improve self-service, knowledge management, automation, and AI-enabled service management.

Required Qualifications:

• 5+ years of experience in Jira / Jira Service Management administration, platform engineering, or enterprise service management.
• Strong hands‑on experience with Atlassian Cloud and Jira Service Management.
• Expertise in workflows, JQL, custom fields, screens, forms, queues, dashboards, automation, permissions, approvals, and SLAs.
• Experience with Incident, Problem, Change, Request, and Knowledge Management processes.
• Hands‑on knowledge of Jira Assets, Confluence integration, and platform configuration governance.
• Experience optimizing complex Jira environments while maintaining production stability.
• Strong troubleshooting, documentation, communication, and stakeholder management skills.

Preferred Qualifications:

• ITIL 4 Foundation certification or equivalent practical experience.
• Experience with Microsoft integrations, APIs, webhooks, and enterprise reporting tools.
• Experience in biotechnology, pharmaceutical, life sciences, or other regulated environments.
• Knowledge of audit trails, access controls, segregation of duties, and controlled change management.
• Exposure to AI-enabled service management and virtual service agents.