We're an innovative, well funded company that is actively building out our Assets and JSM. We would benefit tremendously from the right candidate: someone knowledgeable with these products who can help us avoid the pitfalls and unlock the benefits. Is that you?
The relevant skills are:
• Building out Assets to function as a CMDB
• Integrating monitoring tools (CoreLogics, OpenObservability, etc) into the Incident process in JSM
• Designing and implementing a Change process that can integrate with Jira projects and automations
• Solid understanding of workflows and approval processes
It's an all-around JSM engineer with experience that will help us avoid issues and speed implementation.
More details:
Job Summary
We are seeking a highly skilled Jira Service Management Architect with deep expertise in Jira Service Management (JSM) and Atlassian Assets as a CMDB (Configuration Management Database) to design, implement, and optimize our ITSM processes. This role focuses on building a robust Assets CMDB, integrating with monitoring and observability tools, designing change management workflows with approvals and automations, and driving ITSM maturity aligned with ITIL best practices.
You will lead the configuration of object schemas, object types, relationships/references, Jira Automation rules (including smart values and branches), service catalog, request fulfillment, and impact analysis during incidents and changes. Ideal candidates have hands-on experience with Assets object schema design, CMDB design in Jira, monitoring integrations (e.g., alert-to-incident from tools like LogicMonitor, Datadog, Dynatrace, or Opsgenie), and change process governance including risk assessment and approval workflows.
This is a high-impact role for someone who has implemented JSM + Assets in complex environments, possibly migrating from legacy systems like ServiceNow, and holds or is pursuing Atlassian certifications.
Key Responsibilities
- Architect and implement enterprise-grade Jira Service Management solutions, with a strong emphasis on Atlassian Assets as the core CMDB.
- Design and build Assets object schemas, object types, references/relationships, imports, and data reconciliation to create a reliable single source of truth for configuration items (CIs).
- Configure advanced Jira Automation rules, smart values, branches, and triggers to support change management, incident management, request fulfillment, and service catalog processes.
- Develop change approval workflows, risk assessment mechanisms, and impact analysis using Assets data during incidents and changes.
- Integrate JSM with monitoring/observability tools (e.g., LogicMonitor, OpenObserve, Datadog, Dynatrace, Opsgenie) for alert-to-incident automation and real-time visibility.
- Lead ITSM process design aligned with ITIL (Foundation/Practitioner level), including SLAs, queues, portals, and reporting.
- Perform CMDB design and maintenance, ensuring data accuracy, dependency mapping, and support for configuration management.
- Collaborate with stakeholders to drive ITSM maturity, optimize workflows, and implement governance for scalable JSM usage.
- Provide hands-on configuration, troubleshooting, and best-practice guidance; potentially support migrations (e.g., from ServiceNow to JSM).
Requirements (Must-Have – 2–3+ years demonstrated experience in these areas)
- Proven expertise in Jira Service Management (JSM), including Premium/Enterprise features.
- Strong hands-on experience with Atlassian Assets (formerly Insight) as a CMDB, including object schema design, object types, relationships/references, imports, and configuration management.
- Deep knowledge of ITSM processes, ITIL frameworks (Foundation/Practitioner/Intermediate preferred), change management in JSM (workflows, approvals, risk assessment).
- Advanced Jira Automation skills (rules, smart values, branches, triggers) for process automation.
- Experience integrating JSM/Assets with monitoring/observability tools (e.g., alert to incident from Datadog, Dynatrace, Opsgenie, LogicMonitor).
- Familiarity with service catalog, request fulfillment, and impact analysis using Assets during incidents/changes.
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