Jira Service Management SME
Core
Administer, configure, and optimize the Jira Service Management (JSM) platform to ensure efficient service workflows aligned with ITIL processes.
Role type
Jira Service Management Subject Matter Expert (SME)
Builds
Optimized IT service management workflows, automation rules, and reporting dashboards
Domain
IT Operations / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Jira Service Management administration, workflow configuration, automation rule design, ITIL processes, JQL, integration management, security policy enforcement, ITSM reporting
Preferred skills
Agile practices, DevOps practices, stakeholder collaboration, technical documentation
Technologies
Jira Service Management, Confluence, Microsoft Teams, Intune, CMDB, Identity Management
Responsibilities
Configure and maintain project workflows, automation rules, SLAs, forms, queues, and request types; Collaborate with Service Desk, Infrastructure, DevOps, and business teams to implement process improvements; Lead continuous improvement initiatives for service delivery processes; Manage integration with other tools; Maintain user permissions and group access; Support development of ITSM reporting dashboards; Participate in platform upgrades and release validation; Provide training and documentation to users and admins
Seniority
Mid-level, hands-on IC