Role Overview:

The Service Management Engineer is responsible for the design, operation, and continuous improvement of IT Service Management (ITSM) processes, tools, and reporting. This role ensures IT services are delivered reliably, efficiently, and in alignment with business expectations, leveraging best practices such as ITIL and enabling platforms (e.g., JSM).

We are seeking a Senior Jira Service Management (JSM) Implementation Specialist to lead end-to-end implementation and optimization of Jira Service Management solutions.

Key Responsibilities:

- Analyze business requirements and design scalable JSM solutions.

- Lead hands-on implementation and configuration of Jira Service Management (workflows, SLAs, queues, portals).

- Design future-state processes for incident, request, problem, change, asset, and knowledge management.

- Work with technical teams on integrations between JSM and other systems (Jira Software, Confluence, CMDB, etc.).

- Conduct requirement workshops and manage stakeholder expectations.

- Prepare test scenarios, UAT scripts, and support go-live execution.

- Configure dashboards and reports to track SLA performance and process efficiency.

Required Experience:

- 8+ years of experience in Service Management, technology implementation, or process improvement.

- 4+ years of hands-on experience with Jira Service Management / Atlassian tools.

- Strong knowledge of ITIL practices and ITSM process mapping.

- Experience as an individual contributor in complex cross-functional initiatives.

Preferred Skills:

- Atlassian Cloud and/or Data Center experience.

- Experience with Atlassian Assets / Insight CMDB.

- Atlassian certifications are preferred.

- ITIL, Agile, Scrum, PMP, or Lean Six Sigma certification is a plus.