Job Description

Project Role : Application Developer
Project Role Description : Design, build and configure applications to meet business process and application requirements.
Must have skills : Agile Project Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are looking for a technically strong and detail-oriented Jira Service Management (JSM) Administrator at the Senior Software Engineer level to support and enhance our IT service delivery processes. This role will focus on hands-on administration, configuration, scripting, and support of JSM projects to improve user experience and operational efficiency. The ideal candidate should have good experience with Jira and JSM administration, Script Runner-based Groovy scripting, and a foundational understanding of Agile and ITSM practices. Roles & Responsibilities: - Configure and maintain Jira Service Management projects including request types, portals, queues, SLAs, and Confluence knowledge base links. - Assist in building custom workflows, field configurations, permission schemes, and notification schemes tailored to JSM use cases. - Write and maintain Groovy scripts using ScriptRunner to support automation, integrations, and custom logic within JSM. - Manage and fine-tune JSM automation rules for ticket routing, SLAs, alerts, and notifications. - Support day-to-day administration of JSM including issue troubleshooting, user management, and permission adjustments. - Collaborate with IT support teams, service owners, and business users to understand requirements and configure JSM to support service delivery goals. - Provide technical support for JSM-related issues, escalating complex problems as necessary. - Participate in integration efforts with external tools (e.g., monitoring, asset management, DevOps pipelines) via REST APIs or built-in connectors. - Contribute to documentation including user guides, scripts, and configuration SOPs. - Recommend improvements and automation opportunities within the JSM ecosystem. Professional & Technical Skills: - Bachelor's degree in computer science, Information Systems, or a related field. - 4-6 years of total IT experience, with 1-2 years in Jira Service Management administration. - Working knowledge of Jira Software administration and core configuration elements. - Practical understanding of Agile frameworks (Scrum, Kanban, SAFe) and service management concepts. - Development experience or experience in Groovy scripting using ScriptRunner, especially for JSM use cases. - Strong problem-solving skills with attention to detail and technical precision. - Effective verbal and written communication skills for supporting end users and collaborating with cross-functional teams. Additional Information: - Atlassian Certifications (ACP-JSM, ACP-JA) are a plus. - Basic understanding of ITIL principles and their application in JSM. - Exposure to Jira instance migrations, upgrades, or consolidations. - Familiarity with Unix shell scripting and basic database concepts (e.g., PostgreSQL, MySQL). - Experience with JSM integration with third-party tools via REST APIs.
15 years full time education
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