Role Descriptions: Platform Development & Customization
o Design, develop, and configure Jira Service Management solutions based on business and IT requirements.
o Develop and maintain custom workflows, screens, fields, request types, forms, and approval processes.
o Create advanced automation rules to streamline incident, problem, change, and request management processes.
o Customize portals, service catalogs, queues, and SLAs. Scripting & Development
o Develop custom solutions using ScriptRunner, Groovy, REST APIs, and Atlassian SDK.
o Create scripts, listeners, post-functions, validators, and scheduled jobs.
o Design custom integrations with enterprise applications and third-party tools. Integration & Automation
o Integrate JSM with:
o Azure AD Active Directory o Microsoft Teams o Confluence
o ServiceNow
o Monitoring tools (Dynatrace, Splunk, Grafana, etc.)
o CICD tools (Jenkins, GitHub, Azure DevOps)
o Develop API-based integrations and automate data synchronization between platforms. ITSM Process Implementation
o Configure and optimize Incident Management, Problem Management, Change Management, and Service Request Management processes.
o Implement SLA management, escalation workflows, and approval processes.
o Support CMDB and Asset Management implementation using Jira Assets. Reporting & Analytics
o Develop dashboards and reports for operational and leadership teams.
o Create KPI tracking for SLA compliance, ticket volumes, change success rates, and customer satisfaction.
o Generate custom reports utilizing Jira Query Language (JQL). Support & Governance
o Provide Level 3 support for Jira Service Management issues. o Troubleshoot workflow, permission, automation, and integration issues.
o Ensure platform security, governance, and compliance requirements are met.
o Support upgrade and migration activities.
o Support upgrades, migrations, and platform optimization initiatives. Strong experience with: Jira Service Management Jira Administration Automation for Jira ScriptRunner Groovy Scripting REST APIs JQL Confluence Integration
Desirable Skills: MIMChanger Manager
Keyword: MIMChanger Manager
Skills: Service Management
Experience Required: 8-10
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