Jira Service Management (JSM) Engineer / Administrator_26-01121

LeadStack Inc.; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

LeadStack Inc. is seeking a Jira Service Management (JSM) Engineer/Administrator to own the enterprise Atlassian Cloud service-management environment. You will configure workflows, governance, and reporting while scaling and stabilizing the JSM platform remotely for a 12+ month engagement.

The role emphasizes automation, knowledge governance, and integrated tooling across Jira, Confluence, and related apps to deliver reliable IT service management and measurable service levels.

Qualifications

• 5+ years Jira/JSM administration in enterprise environments.
• Hands-on Atlassian Cloud and Jira Service Management experience.
• Translate ITSM requirements into scalable configurations.
• Experience with workflows, dashboards, automation, and permissions.
• Ability to simplify complex Jira environments without downtime.

Responsibilities

• Administer and support Jira Service Management, Jira, Confluence integrations.
• Maintain inventories of workflows, screens, fields, queues, and dashboards.
• Establish naming, ownership, testing, deployment, rollback standards.
• Design service catalog, request types, forms, workflows, and routing.
• Configure Incident, Major Incident, Problem, Change workflows.
• Build problem-management and change-management workflows.
• Create dashboards and SLA reporting.
• Integrate JSM with knowledge sources and self-service.

Skills

Jira administration

Service Management

Incident & Change Mgt

Workflow optimization

Stakeholder communication

Governance & compliance

Education

ITIL 4 Foundation

Tools

Atlassian Cloud

Jira Software

Confluence

Jira Assets

MS Entra ID

MS 365

Power BI

APIs & Webhooks

Job description

LeadStack Inc. is an award winning, one of the nation’s fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Workwe're proud to partner with some of the most admired Fortune 500 brands in the world.

Job Title: Jira Service Management (JSM) Engineer / Administrator

Location: Fully Remote

Duration: 12+ months

Position Summary

Seeking a Jira Service Management (JSM) Engineer / Administrator to own the technical administration, engineering, governance, stabilization, and continual improvement of an enterprise Atlassian Cloud service-management environment. The role will translate ITSM requirements into governed, scalable, and supportable Jira configurations, with an initial focus on workflow and configuration rationalization, platform governance, request classification and routing, reporting, automation, knowledge management, and service-level measurement.

Key Responsibilities

• Administer and support Jira Service Management, Jira, Confluence integrations, Jira Assets, applications, and related Atlassian Cloud capabilities.
• Maintain inventories 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.
• Design and maintain a service catalog, request types, forms, workflows, and routing for incidents, service requests, access requests, problems, and changes.
• Configure Incident and Major Incident Management workflows, prioritization, escalation, resolution, closure, and reporting.
• Build Problem Management workflows for root-cause analysis, known errors, workarounds, corrective actions, validation, and closure.
• Configure Standard, Normal, and Emergency Change workflows, risk and impact assessments, conditional approvals, change calendars, implementation evidence, and post-implementation review.
• Simplify workflows, statuses, fields, screens, forms, and categorization models while preserving required controls.
• Configure queues, routing, assignment groups, escalation, backlog management, and operational visibility.
• Integrate JSM with Confluence knowledge sources and support knowledge governance, self-service, and portal knowledge suggestions.
• Build and maintain automations and secure integrations with Microsoft Entra ID, Microsoft 365, Teams, Confluence, reporting platforms, asset sources, and operational systems.
• Design and maintain Jira Assets schemas, object types, relationships, attributes, permissions, imports, and configuration data standards.
• Create dashboards and service-level reporting for demand, backlog, aging, response, resolution, incidents, problems, changes, knowledge, assets, and automation.
• Assess and enable guided intake, automated classification and routing, knowledge-driven self-service, agent assistance, and Virtual Service Agent use cases.

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.
• 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 problem-management and change-management workflows.
• Experience with controlled requirements, testing, release, rollback, documentation, and production support practices.
• Ability to translate ITSM requirements into sustainable platform configurations and communicate with technical and non-technical stakeholders.

Preferred Qualifications

• ITIL 4 Foundation certification or equivalent practical ITSM experience.
• 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.

know more about current opportunities at LeadStack , please visit us on https://leadstackinc.com/careers/

Should you have any questions, feel free to call me on (513) 3184502 or send an email on [e-mail]