Other Service Line - GeoSpatial Analyst MAP - GSANLT

Jira Service Management Engineer

The Atlassian Jira Service Management (JSM) Engineer will be responsible for Jira Service Management to support enterprise ITSM processes. This role focuses on hands on platform engineering, workflow configuration, integrations, and governance aligned design across Incident, Request, Problem, and Change Management. The engineer will work closely with ITSM leadership to ensure Jira Service Management is implemented in a scalable, supportable, and audit ready manner.

Key Responsibilities:

• Configure and enhance Jira Service Management workflows, request types, queues, SLAs, and automations.
• Implement ITIL aligned processes for Incident, Request, Problem, and Change Management.
• Configure approval workflows, escalation paths, and SLA breach handling.
• Design and maintain clear separation between intake, governance, and execution within JSM.
• Design and build IT service sub-flows, Change (standard, normal, emergency) and major incident.
• Utilize, configure, and populate the Atlassian asset database following the Coupe CMDB methodology.
• Enforce platform standards for workflows such as Change Enablement, separation of duties, and documentation standards.
• Ensure configurations support audit, compliance, and reporting requirements.
• Document all configurations, decisions, and standards in Confluence.
• Support federated operating models by enabling team level autonomy within enterprise guardrails.
• Configure dashboards, queues, and reports for operational visibility and leadership metrics.
• Ensure data structures support trend analysis, SLA reporting, problem identification, training opportunities, and ticket type mis-match.
• Validate data quality to support long term analytics and service management maturity.
• Configure and support integrations with upstream/downstream systems, specifically MS Teams.
• Implement automation rules to reduce manual effort and improve routing, notifications, and triage efficiency to meet Corporate scalability goals.
• Troubleshoot configuration, automation, and integration issues.
• Partner with ITSM process owners, service owners, and engineering teams to translate requirements into Jira configurations.
• Provide hands on guidance, documentation, and best practices to internal administrators and support teams.
• Prioritize work through ITSM leadership prior to working on stakeholder requests.

Required Qualifications:

• 3+ years of hands on experience administering and engineering Atlassian Jira Service Management.
• Strong experience with Jira workflows, request types, SLAs, queues, and automations.
• Experience configuring JSM in complex, multi team or enterprise environments.
• Proven CMDB experience within Atlassian assets.
• Solid understanding of ITIL concepts (Incident, Problem, Change, Request Management).
• Experience implementing governance aligned service management processes in tooling.
• Ability to balance speed of delivery with long term platform sustainability.
• Experience designing scalable Jira data models that support reporting and audit needs.
• Comfortable troubleshooting complex configuration and automation scenarios.
• Strong documentation and communication skills.

Preferred Qualifications:

• Experience supporting regulated environments (e.g., SOC2, HIPAA, HITRUST).
• Experience working in federated or matrixed organizations.
• Atlassian certifications desired but not required.

Engagement Success Criteria (90 Day Focus):

• Stabilized and standardized Jira Service Management configurations.
• Clear, documented ITSM workflows aligned to governance expectations.
• Improved intake, triage, routing, and SLA performance.
• Knowledge transfer and documentation sufficient for internal team ownership post engagement.