Senior Jira Service Management Engineer

Elevait Solutions; United States; Remote; USD 96.000 - 165.000; Vollzeit

Zusammenfassung

Elevait Solutions LLC in the United States seeks a Senior Atlassian Cloud JSM administrator to own and govern a regulated JSM environment for a gene therapy leader. You will translate complex business needs into auditable ITSM configurations across incident, problem, change, and asset management.

This hands-on, strategic role requires strong collaboration, secure design, and the ability to optimize workflows, integrations, and reporting while ensuring compliance with regulatory controls.

Qualifikationen

• 5+ years of enterprise‑level JSM or Jira administration on Atlassian Cloud.
• Proven ITIL‑aligned ITSM configuration and platform engineering experience.
• Strong hands‑on skills designing workflows, custom fields, automations, SLAs, permissions, and asset management.
• Experience simplifying complex Jira/ITSM environments in regulated settings.
• Excellent communication with diverse stakeholders.

Aufgaben

• Administer, govern, and standardize Atlassian Cloud JSM platform with secure, auditable operations.
• Rationalize and optimize request types, workflows, automations, queues, and projects without disruption.
• Design and implement a clear IT service catalog with dynamic forms for routing, approvals, fulfillment, and audit evidence.
• Configure Incident and Major Incident Management, including escalation paths and post‑incident reviews.
• Develop Problem Management workflows for root cause analysis and known errors.
• Implement Change Management models with risk‑based approvals, change calendars, and controlled changes.
• Set up governed queues, resolver groups, and deterministic routing to streamline operations.
• Integrate JSM with Confluence, Microsoft Entra ID, Microsoft 365, Teams, and reporting platforms.
• Design and maintain Jira Assets schemas and CMDB configurations.
• Build SLA rules, dashboards, and a continual improvement backlog; assess readiness for virtual agent automation.

Kenntnisse

Jira Service Management

Atlassian Cloud

ITSM

ITIL

JQL

Automation

Workflows

Asset/CMDB modeling

Confluence

Microsoft Entra ID

Power BI

APIs

Webhooks

Audit controls

Tools

Confluence

Power BI

APIs

Webhooks

Jobbeschreibung

Job Summary

Take technical ownership of the company’s Atlassian Cloud Jira Service Management (JSM) platform, driving the full IT service management (ITSM) program for a gene therapy leader in a highly regulated environment. Shape, optimize, and secure the JSM environment to cover complex ITSM domains including incident, problem, change, and asset management. This pivotal role requires hands‑on expertise, strategic thinking, and the ability to translate business needs into robust, auditable platform configurations.

Key Skills

Jira Service Management, Atlassian Cloud, ITSM, ITIL, JQL, automation, workflows, asset/CMDB modeling, Confluence, Microsoft Entra ID, Power BI, APIs, webhooks, audit controls

Key Responsibilities

• Administer, govern, and standardize Atlassian Cloud JSM platform, ensuring secure, auditable, and compliant operations.


• Rationalize and optimize request types, workflows, automations, queues, and projects without disrupting business operations.


• Design and implement a clear IT service catalog with dynamic forms for routing, approvals, fulfillment, and audit evidence.


• Configure Incident and Major Incident Management, including escalation paths, priority models, and post‑incident review.


• Develop Problem Management workflows for root cause analysis, known errors, workarounds, and corrective actions.


• Implement Change Management models (Standard/Normal/Emergency) with risk‑based approvals, change calendars, and controlled change practices.


• Set up governed queues, resolver groups, and deterministic routing to streamline service operations.


• Integrate JSM with Confluence, Microsoft Entra ID, Microsoft 365, Teams, and reporting platforms.


• Design and maintain Jira Assets schemas and configuration models (CMDB).


• Build trusted SLA rules, dashboards, maintain continual improvement backlog, and assess readiness for virtual agent automation.

Experience & Qualifications

• 5+ years of enterprise‑level JSM or Jira administration on Atlassian Cloud.


• Proven expertise in ITIL‑aligned ITSM configuration and platform engineering.


• Strong hands‑on skills designing workflows, custom fields, automations, SLAs, permissions, and asset management.


• Demonstrated experience implementing and simplifying complex Jira/ITSM environments.


• Excellent communication skills to explain technical configurations to diverse stakeholders.

Preferred/Bonus

• Atlassian Jira Service Management or Jira Administration certification.


• ITIL 4 Foundation certification.


• Experience leading end‑to‑end ITIL‑aligned ITSM implementations.


• Biotech, pharma, life sciences, or regulated industry experience.


• Familiarity with audit trails, segregation of duties, Power BI, APIs, webhooks, and virtual agent automation.

Recruiter Insights

• Senior‑level, high‑impact role with full technical ownership, not just daily admin tasks.


• Career‑defining scope: opportunity to architect, build, and govern an enterprise JSM platform in a regulated gene therapy environment.


• Competitive pay positioned above market for JSM engineers, especially for candidates with architect‑level and regulated industry experience.


• Remote, long‑term (12 months) contract with strong resume value and exposure to cutting‑edge biotech ITSM practices.


• Screen for deep experience in ITSM domain workflows, asset modeling, and regulated change control.

Candidate Insights

• Real platform ownership: lead the rebuild and governance of a business‑critical JSM environment.


• Exposure to advanced ITSM domains, automation, integrations, and regulated industry standards.


• High visibility and direct impact on IT operations at an innovative gene therapy company.


• Attractive compensation and the chance to drive career growth in one of the most sought‑after Atlassian/ITSM niches.


• Fully remote flexibility, working with a forward‑thinking technical and business team.