Remote JIRA Service Management Engineer/Admin

Planet Pharma

North Carolina

Presencial

USD 110.000 - 138.000

Jornada completa

hace 19 horas

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Descripción de la vacante

Planet Pharma in the United States (North Carolina) seeks a Jira Service Management (JSM) Engineer/Administrator to own the Atlassian Cloud service management environment. You will lead governance, configuration, automation, and ongoing improvement of ITSM capabilities, including incident, problem, change, and knowledge management.

The role combines hands-on platform engineering with documentation, stakeholder facilitation, and operational support to mature JSM across services.

Formación

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 in simplifying complex Jira environments.
Ability to translate ITSM requirements into sustainable platform solutions.

Responsabilidades

JSM Platform Administration and Governance
Administer 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.
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.
Improve portal self-service through integrated knowledge.
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 Service Desk, resolver teams, application owners, infrastructure teams, and other support groups.
Support a Major Incident Management model covering: declaration, escalation, responder coordination, stakeholder communications, service impact, and post-incident review.
Connect major incidents to affected services, assets, changes, known problems, related incidents, and follow-up actions.
Measure incident demand, response times, resolution times, aging, reopen rates, recurring incidents, and service impact.
Problem Management
Provide dashboards for recurring incidents, top problem categories, aging problems, known errors, root causes, corrective actions, and remediation progress.

Conocimientos

Jira Service Management

Atlassian Cloud

ITSM governance

Platform engineering

Herramientas

Jira Service Management

Confluence Integrations

Jira Assets

Automation tooling

Descripción del empleo

Pay 80-100/h depending on experience

Position Summary

This company 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 (ITSM) 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
Asset and Configuration Management

This position combines hands-on platform engineering, administration, workflow and data design, automation, documentation, stakeholder facilitation, and operational support.

Key Responsibilities

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.
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.
Improve portal self-service through integrated knowledge.
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 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
- Post-incident review
Connect major incidents to affected services, assets, changes, known problems, related incidents, and follow‑up actions.
Measure:
- Incident demand
- Response times
- Resolution times
- Aging
- Reopen rates
- Recurring incidents
- Service impact
Problem Management

Provide the JSM capabilities required for mature Problem Management while IT and service owners retain responsibility for investigating and resolving underlying causes.

Responsibilities

Design dedicated Problem Management workflows for:
- Identification
- Investigation
- Root-cause analysis
- Workaround identification
- Known-error management
- Remediation
- Validation
- 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
- Workarounds
- Corrective actions
- Ownership
- Target dates
- Resolution
Enable identification and lifecycle management of known errors and documented workarounds.
Integrate Problem Management with Knowledge Management.
Provide dashboards for:
- Recurring incidents
- Top problem categories
- Aging problems
- Known errors
- Root causes
- Corrective actions
- Remediation progress
Support proactive Problem Management through trend analysis and validation of corrective action effectiveness.

Target Lifecycle

Incident ? Recurring Pattern ? Problem Investigation ? Root Cause / Known Error ? Workaround ? Corrective Change ? Validation ? Reduced Recurrence

Change Enablement

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

Change Models and Workflow

Configure Standard, Normal, and Emergency Change models and workflows.
Differentiate workflows and controls by:
- Risk
- Complexity
- Service impact
- Criticality
- Regulatory requirements
Automate approved, low-risk, repeatable Standard Changes.
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
- Testing/validation plan
- Backout plan
- Timing
- Required approvals
Connect changes to affected business services, applications, infrastructure, and Jira Assets.
Configure conditional approvals based on:
- Change type
- Risk
- Service
- System
- Organizational requirements
Support separation between requester, implementer, approver, and reviewer roles.
Configure and maintain:
- Change calendar
- Maintenance windows
- Blackout periods
- Scheduling conflict visibility

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.
Report on:
- Change volume
- Success rate
- Failed changes
- Emergency changes
- Rollbacks
- Change-related incidents
- Approval cycle time
- Implementation lead time

End-to-End Traceability

Workflow, Status, and Data Design
- Simplify workflows while preserving required controls.
- Establish standard definitions for statuses and resolution outcomes.
- Design consistent:
  - Reopen behaviors
  - Escalation paths
  - Handoff procedures
  - Approval processes
  - Closure methods
  - Auto-close behaviors
- Rationalize custom fields, contexts, screens, forms, and categorization models.
- Plan and execute:
  - Configuration migrations
  - Testing
  - User acceptance testing (UAT)
  - Releases
  - Rollbacks
  - Training
  - Post-release support
Queues, Routing, and Operational Flow
- Rationalize queues and query logic.
- Establish a governed assignment-group and resolver-group model.
- Configure deterministic routing using:
  - Request type
  - Service
  - Category
  - Asset
  - Structured intake data
- Reduce manual reassignment and recategorization.
- Configure visibility for:
  - Unassigned work
  - Aging work
  - Overdue work
  - Stalled work
  - Reopened work
  - SLA breaches
- Support backlog management, escalation, and service reviews.
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 schedules
  - Publication controls
  - Archival practices
- Integrate knowledge with Incident and Problem Management.
- Configure portal knowledge suggestions.
- Measure:
  - Search success
  - Knowledge utilization
  - Assisted resolution
  - Self-service adoption
  - Repeat contacts
  - Knowledge gaps
Automation and Integration Engineering
- Inventory, document, test, monitor, and maintain project-level and global automations.
- Correct failed, obsolete, duplicate, or unsupported automation.
- Develop reusable automation patterns for:
  - Routing
  - Escalation
  - Approvals
  - Notifications
  - Provisioning
  - Fulfillment
  - Change Enablement
  - Problem Management
- Design secure integrations with:
  - Microsoft Entra ID
  - Microsoft 365
  - Teams
  - Confluence
  - Reporting platforms
  - Asset sources
  - Operational systems
- Ensure automation supports ITSM, security, audit, privacy, quality, and regulatory controls.
Jira Assets and Service Configuration Management
- Design and maintain Jira Assets schemas, object types, relationships, attributes, permissions, and imports.
- Establish authoritative asset and configuration data sources.
- Connect ITSM records to:
  - Services
  - Applications
  - Systems
  - Devices
  - Infrastructure
  - Users
  - Locations
  - Owners
  - Support groups
- Enable service dependency and impact analysis.
- Establish data quality, ownership, lifecycle, and access standards.
- Service Levels, Reporting, and Continual Improvement
  - Define and maintain trusted dashboards covering:
    - Demand
    - Backlog
    - Aging
    - Response
    - Resolution
    - Service levels
    - Incidents
    - Problems
    - Changes
    - Knowledge
    - Assets
    - Automation

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 supporting:
- Service Request Management
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Service Level Management
- Asset & Configuration Management
Strong expertise in:
- Workflows
- Request and issue types
- JQL
- Dashboards
- Automation
- Permissions
- Approvals
- Jira Assets
- Confluence Integration
Experience simplifying complex Jira environments.
Experience configuring root‑cause, known‑error, workaround, and corrective‑action workflows.
Ability to translate ITSM requirements into sustainable platform solutions.

Preferred Qualifications

Atlassian Jira Service Management or Jira Administration certification.
ITIL 4 Foundation certification or equivalent practical experience.
Experience implementing ITIL‑aligned practices.
Experience with Jira Assets and service modeling.
Experience integrating Jira with:
- Microsoft Entra ID
- Microsoft 365
- Teams
- Power BI
- APIs
- Webhooks
Experience with AI‑enabled service management and Virtual Service Agents.
Experience in biotechnology, pharmaceutical, life sciences, laboratory, or regulated industries.
Understanding of audit trails, segregation of duties, least privilege, approval evidence, privacy, and controlled change practices.

Key Deliverables

JSM governance model and administration standards.
Complete configuration and dependency inventory.
Workflow, queue, field, automation, dashboard, and integration rationalization.
Standard Incident and Major Incident Management configuration.
Formal Problem Management framework.
Standard, Normal, and Emergency Change workflows.
Integrated incident, problem, change, knowledge, service, and asset relationships.
Governed SLA model and operational dashboards.
JSM‑Confluence knowledge integration.
Jira Assets readiness assessment and service model.
Continual Service Improvement roadmap.
Automation and Virtual Service Agent roadmap.

Measures of Success