Jira Service Management Engineer
About The Position
The Jira Service Management Engineer will administer and govern Jira Service Management (JSM), Jira, Confluence, and Atlassian Cloud. The role configures and optimizes workflows, service catalogs, request forms, queues, routing, approvals, and automations, and enables Incident, Major Incident, Problem, Change, Knowledge, and Asset Management processes. The engineer develops dashboards, JQL filters, SLA tracking, and operational reporting; manages Jira Assets, integrations, permissions, documentation, testing, releases, and production support; and improves self-service, knowledge management, automation, and overall ITSM platform performance. The position is a 12-month remote contract paying $70–$90 per hour on W2. Compensation is determined by factors including education, experience, location, responsibilities, and certifications. IntelliPro states that it provides a comprehensive benefits package, subject to eligibility.
Requirements
- At least 5 years of Jira/JSM administration, platform engineering, or enterprise service management experience.
- Strong hands-on experience with Atlassian Cloud and Jira Service Management.
- Expertise in workflows, custom fields, request types, forms, queues, permissions, approvals, and Jira Query Language (JQL).
- Experience configuring Incident, Major Incident, Problem, and Change Management workflows.
- Knowledge of SLAs, dashboards, automation, Jira Assets, and Confluence integration.
- Experience with platform governance, testing, releases, rollback, documentation, and production support.
- Ability to translate ITSM requirements into scalable configurations and collaborate with technical and business stakeholders.
Nice To Haves
- Atlassian Jira/JSM Administration certification.
- ITIL 4 Foundation or practical ITSM experience.
- Experience with Jira Assets and service/configuration management.
- Integrations with Microsoft Entra ID, Microsoft 365, Teams, Power BI, APIs, and webhooks.
- Experience with AI-enabled service management, Virtual Service Agents, or AI-assisted support.
- Biotechnology, pharmaceutical, life sciences, laboratory, or other regulated-industry experience.
- Understanding of audit trails, segregation of duties, least privilege, and compliance controls.
Responsibilities
- Administer and govern Jira Service Management (JSM), Jira, Confluence, and Atlassian Cloud.
- Configure and optimize workflows, service catalogs, request forms, queues, routing, approvals, and automations.
- Enable Incident, Major Incident, Problem, Change, Knowledge, and Asset Management processes.
- Develop dashboards, JQL filters, SLA tracking, and operational reporting.
- Manage Jira Assets, integrations, permissions, platform documentation, testing, releases, and production support.
- Improve self-service, knowledge management, automation, and overall ITSM platform performance.
- Translate ITSM requirements into scalable configurations and collaborate with technical and business stakeholders.
Benefits
- Comprehensive benefits package, subject to eligibility.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
