Remote JSM Engineer & Admin: ITSM Automation Lead

Planet Pharma; North Carolina; On-site; USD 110,000 - 138,000; Full time

Job summary

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.

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

Responsibilities

• 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.

Skills

Jira Service Management

Atlassian Cloud

ITSM governance

Platform engineering

Tools

Jira Service Management

Confluence Integrations

Jira Assets

Automation tooling

Job description

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.