Senior Jira Administrator & Developer (ITSM Specialist)
Location: Bartlett, TN or Bridgewater, NJ
We are looking for a Jira Administrator & Developer to manage, scale, and optimize our Atlassian ecosystem, focusing heavily on Jira Service Management (JSM). In this dual role, you will handle both system administration and hands-on backend development. You will build and maintain enterprise workflows that support our core ITIL processes (Incident, Problem, Change, Asset, and Request Management).
Key Responsibilities
· Serve as the primary admin for Atlassian Cloud/Data Center, managing global settings, user permissions, security, and overall system health.
· Design and build JSM service desks aligned with ITIL best practices to optimize Incident, Problem, Change, and Service Request workflows.
· Configure and maintain Jira Assets (formerly Insight) to build a clear configuration management database (CMDB) and track system dependencies.
· Establish standards for custom fields, screen schemes, workflows, and project templates to prevent system clutter.
· Create complex automation rules using native Jira Automation, ScriptRunner (Groovy), or Forge/Connect APIs.
· Design and deploy integrations connecting Jira with third-party tools like Salesforce, ServiceNow, monitoring systems, and CI/CD pipelines.
· Use Atlassian REST APIs to build secure data pipelines, webhooks, and custom synchronization scripts.
· Write and maintain advanced JQL queries, filters, custom dashboards, and data exports for BI tools (e.g., eazyBI, Power BI).
Required Skills & Qualifications
· 10+ years of hands-on experience as an enterprise-level Atlassian Administrator and Developer.
· Proven experience configuring Jira Service Management (JSM) for IT organizations. Deep understanding of ITIL frameworks (ITIL v4 certification preferred).
· Strong proficiency in Groovy (especially for ScriptRunner), JavaScript, or Python, plus deep experience with Atlassian REST APIs.
· Direct experience building Jira Assets schemas, object types, and reference attributes.
· Experience managing Jira Cloud, including Atlassian Access, app evaluations, or cloud migrations.
· Ability to translate complex, messy business processes into clean, automated Jira workflows.
Preferred Qualifications
· Atlassian Certified Professional credentials (such as ACP-100, ACP-420, or ACP-620).
· Experience migrating teams from other tools (like ServiceNow or Zendesk) into Jira Service Management.
· Familiarity with Agile methodologies (Scrum/Kanban) and connecting Jira Software with JSM.
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