Role Overview :

The JIRA ITSM & ServiceNow eBonding Lead is responsible for designing, implementing, and maintaining bi-directional integration (eBonding) between JIRA Service Management (JSM), ServiceNow, and customer ITSM platforms.

The role ensures seamless ticket synchronization, workflow automation, SLA compliance, CMDB alignment, and secure exchange of incidents, problems, changes, requests, knowledge articles, and attachments across enterprise service management systems.

eBonding Solution Design & Implementation :

- Design and implement bi-directional ticket synchronization between JIRA ITSM, ServiceNow, and customer ITSM tools.

- Configure REST/SOAP API integrations for Incident, Problem, Change, Request, CMDB, and Knowledge modules.

- Define field mappings, status mappings, priority translations, and workflow synchronization rules.

- Implement attachment exchange, comments synchronization, and audit trail management.

Integration Administration :

- Configure authentication mechanisms including OAuth, Mutual Authentication, API Keys, and Basic Authentication.

- Manage integration middleware and API gateways where applicable.

- Monitor integration health and resolve synchronization failures.

- Maintain integration documentation and support knowledge transfer activities.

ITSM Process Governance :

- Support Incident, Problem, Change, Request Fulfillment, Knowledge, and Asset Management processes.

- Ensure SLA and OLA adherence across interconnected ticketing systems.

- Support CAB activities and Change Management governance.

- Establish operational runbooks and escalation procedures.

Technical Skills :

- Strong hands-on experience with JIRA Service Management (JSM), ServiceNow ITSM, REST APIs & Web Services, JSON/XML payload handling, OAuth/SAML/API Security, ITSM Integration & eBonding solutions, and Microsoft Azure.

Azure Technical Skills :

- Compute: Azure VM, VMSS, Availability Set, Availability Zones

- Networking: VNet, NSG, Load Balancer, VPN Gateway, ExpressRoute

- Identity: Azure AD (Entra ID), MFA, RBAC

- Storage: Blob Storage, File Shares, Managed Disks

- Monitoring: Azure Monitor, Log Analytics, Grafana

- Automation: Terraform, ARM Templates, Azure CLI, PowerShell

- Containers: AKS, Docker, Kubernetes

- DevOps: Azure DevOps, Jenkins, CI/CD

- DR & Backup: Azure Backup, Site Recovery

Experience :

- 7 - 12 years of overall ITSM experience.

- 3 - 5+ years of JIRA Service Management administration.

- 3 - 5+ years of ServiceNow administration/integration experience.

- 5 - 7 years of experience working with Microsoft Azure and cloud infrastructure.

Certifications :

- Microsoft Certified: Azure Administrator Associate (AZ-104), Azure Solutions Architect Expert (AZ-305), or Azure Security Engineer Associate (AZ-500).

- Terraform Associate (Optional).