Jira Service Management Engineer

DivIHN Integration Inc; Morrisville (NC); Remote; USD 90,000 - 150,000; Full time

Job summary

DivIHN Integration Inc. seeks a Jira Service Management (JSM) Engineer/Administrator to own and evolve the Atlassian Cloud service-management environment.

You will drive governance, configuration rationalization, and automation, enabling mature Incident, Major Incident, Problem, Change, Service Request, Knowledge, and Asset/Configuration Management. The role blends hands-on platform engineering with documentation, stakeholder facilitation, and operational support to deliver scalable,

Qualifications

• 5+ years of Jira/JSM administration or platform engineering.
• Hands-on Atlassian Cloud and Jira Service Management experience.
• Experience enabling Incident, Problem, Change, Knowledge, and Service Level Management.
• Ability to translate ITSM requirements into sustainable configurations.
• Knowledge of workflows, fields, screens, dashboards, and automation.

Responsibilities

• Own JSM platform administration and governance across Jira/JSM, Confluence integrations.
• Maintain inventory of projects, workflows, permissions, and configurations.
• Design service catalog, request types, and routing for IT services.
• Configure incident and major incident workflows, escalation, and metrics.
• Develop end-to-end change enablement models with risk-based approvals.
• Implement knowledge management integrations and self-service improvements.
• Create dashboards and reports to track service levels and trends.

Skills

Jira/JSM administration

Atlassian Cloud

ITSM process enablement

Incident/Problem/Change management

Workflow design and governance

Automation and integrations

Tools

Jira Service Management

Jira Assets

Confluence

Atlassian Cloud

Job description

Location: Remote

Duration: 12 Months

Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.

Job Description:

Position Summary

Our client is seeking a Jira Service Management (JSM) Engineer / Administrator to own the technical administration, engineering, governance, stabilization, and continual improvement of its Atlassian Cloud service-management environment.

This role translates IT service-management requirements into governed, scalable, and supportable Jira configurations. The initial focus is improving the current environment through workflow and configuration rationalization, stronger platform governance, improved request classification and routing, reliable reporting, automation, knowledge management, and service-level measurement.

The role will enable mature Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Request Management, Knowledge Management, and Asset and Configuration Management. It combines hands-on platform engineering, administration, workflow and data design, automation, documentation, stakeholder facilitation, and operational support.

Key Responsibilities

1. JSM Platform Administration and Governance

• Administer and support Jira Service Management, Jira, Confluence integrations, Jira Assets, applications, and related Atlassian Cloud capabilities.
• Maintain an accurate inventory of projects, workflows, statuses, fields, screens, forms, queues, filters, dashboards, automations, integrations, permissions, and applications.
• Establish configuration standards for naming, ownership, documentation, testing, deployment, rollback, and change approval.
• Assess cross-project dependencies before modifying shared workflows, fields, schemes, automations, permissions, or integrations.
• Maintain platform runbooks, architecture documentation, configuration standards, dependency maps, and support procedures.
• Remediate configurations owned by inactive users and review administrative privileges, agent access, permissions, and service identities to support least privilege and accountability.
• Maintain controlled development, test, release, and production support practices.

2. Service Request Management and Service Catalog

• Design and maintain a clear service catalog based on user needs and defined IT services.
• Rationalize request types, issue types, categories, components, forms, and associated workflows.
• Create distinct handling models for incidents, service requests, access requests, problems, changes, and other operational work.
• Develop specific request paths for high-volume services and reduce dependence on generic intake channels.
• Configure dynamic and conditional forms that collect information required for routing, approvals, fulfillment, reporting, and audit evidence.
• Implement controlled handling for email-generated, uncategorized, and generic requests, and improve portal self-service through integrated knowledge.

3. Incident and Major Incident Management

• Configure and continually improve Incident Management workflows, categorization, priority, routing, escalation, resolution, and closure.
• Implement a consistent priority model based on business impact and urgency.
• Configure clear escalation paths among the Service Desk, resolver teams, application owners, infrastructure teams, and other support groups.
• Support a Major Incident Management model covering declaration criteria, escalation, responder coordination, stakeholder communications, service impact, resolution, and post-incident review.
• Connect major incidents to affected services, assets, changes, known problems, related incidents, and follow-up actions.
• Measure incident demand, response, resolution, aging, reopen rates, recurring incidents, and service impact, and identify patterns that should trigger Problem Management.
• Provide the JSM capabilities required for mature Problem Management while IT and service owners retain responsibility for investigating and resolving underlying causes.
• Design dedicated Problem Management workflows for identification, investigation, root-cause analysis, workaround identification, known-error management, remediation, validation, and closure.
• Create relationships among problems, incidents, major incidents, changes, assets/configuration items, services, and knowledge articles.
• Establish criteria for when recurring incidents, high-impact events, or major incidents should trigger a problem investigation.
• Configure forms and fields to capture symptoms, business impact, root cause, contributing factors, workaround, corrective actions, ownership, target dates, and resolution.
• Enable identification and lifecycle management of known errors and documented workarounds.
• Integrate Problem Management with Knowledge Management so validated workarounds and solutions are available to support teams and users where appropriate.
• Provide dashboards for recurring incidents, top problem categories, aging problems, known errors, root causes, corrective actions, and remediation progress.
• Support proactive Problem Management through trend analysis and verify whether corrective actions reduce incident recurrence.
• Target lifecycle: Incident -> recurring pattern -> problem investigation -> root cause or known error -> workaround -> corrective change -> validation -> reduced recurrence.

5. Change Enablement

Design and maintain the JSM technical capabilities that support our client change governance in partnership with IT Governance, Security, Quality, system owners, and technical teams.

Change Models and Workflow

• Configure distinct Standard, Normal, and Emergency Change models and workflows.
• Differentiate workflows and controls by risk, complexity, service impact, criticality, and regulatory requirements.
• Automate approved, low-risk, repeatable Standard Changes while preserving required controls and evidence.
• Provide clear change statuses, ownership, implementation windows, dependencies, and closure outcomes.

Risk, Impact, Approval, and Scheduling

• Configure structured risk and impact assessments covering business impact, service impact, technical risk, security, affected systems, implementation plan, test or validation plan, backout plan, timing, and required approvals.
• Connect changes to affected business services, applications, infrastructure, and Jira Assets where appropriate.
• Configure conditional approvals based on change type, risk, service, system, and organizational requirements, retaining approval evidence and timestamps.
• Support separation among requester, implementer, approver, and reviewer where required.
• Configure and maintain the change calendar, maintenance windows, blackout periods, scheduling conflict visibility, and operational awareness of upcoming changes.

Change Outcome and Review

• Capture implementation results, validation evidence, failures, rollbacks, unexpected impacts, and closure codes.
• Support post-implementation review for failed, emergency, high-risk, or significant changes.
• Link failed changes to resulting incidents and problems and track required corrective actions.
• Report on change volume, success rate, failed changes, emergency changes, rollbacks, change-related incidents, approval cycle time, and implementation lead time.
• Enable end-to-end traceability: Incident -> Problem -> Root Cause -> Corrective Change -> Validation and Failed Change -> Incident -> Problem Investigation.

6. Workflow, Status, and Data Design

• Simplify workflows while preserving controls required by business, security, quality, or regulatory requirements.
• Establish standard definitions for work statuses and resolution outcomes, including pending, waiting, resolved, closed, rejected, and cancelled states.
• Design consistent reopen, escalation, handoff, approval, closure, and auto-close behaviors.
• Rationalize custom fields, contexts, screens, forms, and categorization models to improve usability and reporting.
• Plan and execute configuration migrations, technical testing, user acceptance testing, releases, rollback, documentation, training, and post-release support.

7. Queues, Routing, and Operational Flow

• Rationalize queues and query logic based on documented purpose, owner, audience, and operating procedure.
• Establish a governed assignment-group and resolver-group model.
• Configure deterministic routing using request type, service, category, asset, and structured intake data.
• Reduce manual reassignment, recategorization, and request-type correction.
• Configure visibility and controls for unassigned, aging, overdue, stalled, reopened, and breached work.
• Support backlog management, escalation, and recurring service reviews.

8. Knowledge Management and Self-Service

• Configure and maintain integration between JSM and approved Confluence knowledge sources.
• Partner with Knowledge Owners to establish article templates, ownership, permissions, review dates, publication controls, and archival practices.
• Integrate knowledge with Incident and Problem Management and expose approved workarounds and solutions to agents and users where appropriate.
• Configure portal knowledge suggestions and measure search success, knowledge use, assisted resolution, self-service, repeat contacts, and knowledge gaps.

9. Automation and Integration Engineering

• Inventory, document, test, monitor, and maintain project-level and global automation.
• Correct failed, obsolete, duplicate, test, or unsupported automation and establish governed service identities, alerts, exception handling, and rollback.
• Develop reusable patterns for routing, escalation, approvals, notifications, provisioning, fulfillment, Change Enablement, and Problem Management.
• Design secure integrations with Microsoft Entra ID, Microsoft 365, Teams, Confluence, reporting platforms, asset sources, and operational systems.
• Ensure automation supports, rather than bypasses, required ITSM, security, audit, privacy, quality, and regulatory controls.

10. Jira Assets and Service Configuration Management

• Design and maintain Jira Assets schemas, object types, relationships, attributes, permissions, and data imports.
• Establish authoritative asset and configuration data sources and reconciliation rules.
• Connect ITSM records to services, applications, systems, devices, infrastructure, users, locations, owners, and support groups.
• Enable responders and change reviewers to understand service dependencies, asset relationships, and potential impact.
• Establish data-quality, duplicate-handling, ownership, access, and lifecycle standards.

11. Service Levels, Reporting, and Continual Improvement

• Define and maintain trusted dashboards covering demand, backlog, aging, response, resolution, service levels, incidents, problems, changes, knowledge, assets, and automation.
• Establish documented service-level start, stop, pause, breach, and escalation rules.
• Implement trend reporting to identify recurring incidents and Problem Management candidates.
• Establish baseline measurements and verify benefits after improvements are implemented.
• Partner with ITSM Process Owners and service owners to maintain a prioritized Continual Service Improvement backlog.

12. Future-State Automation and Virtual Service Agent Enablement

• Assess readiness for guided intake, automated classification and routing, knowledge-driven self-service, agent assistance, and repeatable fulfillment.
• Identify narrow, measurable automation and Virtual Service Agent use cases based on process maturity, risk, knowledge readiness, and value.
• Establish authorization, privacy, security, audit, approval, exception handling, human handoff, and rollback controls.
• Ensure request, incident, problem, change, knowledge, and asset data is sufficiently mature before scaling advanced automation.
• Define quality and value measures before expanding pilot capabilities.

Required Qualifications

• 5+ years of Jira or Jira Service Management administration, platform engineering, or comparable enterprise service-management experience.
• Strong hands-on experience with Atlassian Cloud and Jira Service Management.
• Demonstrated experience enabling Service Request, Incident, Major Incident, Problem, Change, Knowledge, Service Level, and Asset and Configuration Management.
• Strong knowledge of workflows, statuses, issue and request types, custom fields and contexts, forms, screens, queues, filters, Jira Query Language, dashboards, service levels, automation, permissions, approvals, Jira Assets, and Confluence integration.
• Experience simplifying complex Jira environments without disrupting production operations.
• Experience configuring root-cause, known-error, workaround, corrective-action, and problem-review workflows.
• Experience configuring Standard, Normal, and Emergency Change workflows, risk assessment, conditional approvals, change calendars, implementation evidence, and post-implementation review.
• Experience with controlled requirements, testing, release, rollback, documentation, and production support practices.
• Ability to translate ITSM process requirements into sustainable platform configurations and communicate clearly with technical and nontechnical stakeholders.

Preferred Qualifications

• ITIL 4 Foundation certification or equivalent practical ITSM experience.
• Experience implementing ITIL-aligned Incident, Problem, Change, Request, Knowledge, and Service Configuration Management practices.
• Experience with Jira Assets and service/configuration modeling.
• Experience integrating Jira with Microsoft Entra ID, Microsoft 365, Teams, Power BI, APIs, webhooks, and enterprise systems.
• Experience with AI-enabled service management, Virtual Service Agents, or agent-assistance capabilities.
• Experience in biotechnology, pharmaceutical, life sciences, laboratory, or another regulated environment.
• Understanding of audit trails, segregation of duties, least privilege, approval evidence, privacy, and controlled change practices.
• JSM governance model, decision rights, administration standards, and complete configuration/dependency inventory.
• Request type, workflow, queue, field, automation, dashboard, integration, and project rationalization.
• Standard Incident and Major Incident Management configuration.
• Formal Problem Management workflow, known-error model, root-cause tracking, corrective-action controls, and reporting.
• Standard, Normal, and Emergency Change workflows with risk assessment, approvals, scheduling, implementation evidence, and post-implementation review.
• Improved linkage among incidents, problems, changes, services, assets, and knowledge.
• Governed service-level model and trusted operational and leadership dashboards.
• JSM and Confluence knowledge integration with lifecycle governance.
• Jira Assets readiness assessment and initial service/configuration model.
• Prioritized Continual Service Improvement backlog and controlled automation/Virtual Service Agent roadmap.

Measures of Success

• Reduced manual reassignment, recategorization, generic intake, unassigned work, and aged backlog.
• Clear ownership of projects, workflows, queues, automations, dashboards, integrations, services, and knowledge.
• Consistent incident priority, major incident handling, resolution outcomes, and service-level reporting.
• Recurring incidents are identified, investigated through Problem Management, and reduced through validated corrective action.
• Changes are risk-assessed, approved, scheduled, implemented, validated, and reviewed with complete traceability.
• Reduced emergency and failed changes and fewer change-related incidents.
• Improved portal adoption, knowledge discovery, self-service, asset-to-ticket traceability, and automation reliability.

Role Boundary and Operating Model

The JSM Engineer / Administrator is the technical platform owner and ITSM process enablement partner. ITSM Process Owners and service owners define policies, controls, decision rights, and process outcomes. The JSM Engineer / Administrator translates those requirements into workflows, data models, forms, approvals, automations, integrations, dashboards, controls, documentation, and supportable platform configurations.

This separation ensures the role does not become the default Incident Manager, Problem Manager, Change Manager, Service Desk Manager, and owner of every ITSM process solely because it administers the platform.