Jira Service Management Engineer

About the Role We're building a modern ITSM portal in Jira Service Management (JSM) to support our datacenter operations. We need an experienced JSM specialist to accelerate implementation, configure best-practice setups, and integrate observability/monitoring tools into our incident and change processes. You'll work closely with our internal team to deliver a robust, scalable solution using JSM and Assets.

Key Responsibilities

• Design and build out Atlassian Assets as a functional CMDB: schema design, object types, attributes, references/links, import strategies, and integration with existing data sources.
• Integrate monitoring and observability tools (e.g., CoreLogics, OpenObservability, or similar) into JSM incident creation and alerting workflows.
• Design and implement a comprehensive Change Management process: integrate with Jira Software projects, set up automations, approval workflows, risk assessments, and CAB mechanisms.
• Configure and optimize JSM portals, request types, SLAs, queues, workflows, automation rules, and approval processes tailored to datacenter ITSM needs.
• Provide guidance on best practices to avoid common implementation pitfalls (e.g., performance issues, over-customization, poor data modeling in Assets).
• Collaborate on training/handover to internal admins and document configurations/processes.
• Troubleshoot and refine setups for reliability and user adoption.

Required Skills & Experience

• 3+ years hands-on experience with Jira Service Management (JSM), including Premium/Enterprise features.
• Proven track record building Assets as a CMDB (schema design, imports, object relationships, integrations).
• Experience integrating monitoring/observability tools into JSM incidents (webhooks, APIs, automation rules).
• Strong expertise in JSM workflows, automation (smart values, branching, conditions), approvals, and change processes linked to Jira projects.
• Solid understanding of ITSM frameworks (ITIL preferred) in operational environments like datacenters.
• Atlassian certifications (e.g., ACP-120, ACP-420, or equivalent) highly desirable.
• Experience with Atlassian Cloud preferred; Data Center knowledge a plus.

Nice-to-Haves

• Familiarity with tools like CoreLogics, OpenObservability, Prometheus, Grafana, or similar.
• Scripting/automation experience (e.g., ScriptRunner, REST APIs).
• Previous work on datacenter/IT infrastructure ITSM implementations