Remote Jira Service Management Engineer (Cloud ITSM)

ALOIS Solutions; United States; Teletrabalho; USD 110 000 - 160 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Jira Administration

Jira Service Management

Atlassian Cloud

JQL queries

Formação académica

ITIL 4 Foundation

Ferramentas

Jira Assets

Confluence integration

APIs/webhooks

Descrição da oferta de emprego

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.