Jira Service Management (JSM) Developer / Administrator

Role Details

• Location: Dallas, TX
• Duration: 6 months
• GBaMS ReqID: 10943761
• Experience Required: 8–10 years
• Keyword: MIM/Change Manager
• Skill: Service Management

Role Description

Platform Development & Customization

• Design, develop, and configure Jira Service Management (JSM) solutions based on business and IT requirements.
• Develop and maintain:
  • Custom workflows
  • Screens
  • Fields
  • Request types
  • Forms
  • Approval processes
• Create advanced automation rules to streamline:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
• Customize:
  • Portals
  • Service catalogs
  • Queues
  • SLAs

Scripting & Development

• Develop custom solutions using:
  • ScriptRunner
  • Groovy
  • REST APIs
  • Atlassian SDK
• Create:
  • Scripts
  • Listeners
  • Post-functions
  • Validators
  • Scheduled jobs
• Design custom integrations with enterprise applications and third-party tools.

Integration & Automation

• Integrate Jira Service Management with:
  • Azure AD / Active Directory
  • Microsoft Teams
  • Confluence
  • ServiceNow
  • Monitoring tools such as Dynatrace, Splunk, and Grafana
  • CI/CD tools such as Jenkins, GitHub, and Azure DevOps
• Develop API-based integrations.
• Automate data synchronization between platforms.

ITSM Process Implementation

• Configure and optimize:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
• Implement:
  • SLA management
  • Escalation workflows
  • Approval processes
• Support CMDB and Asset Management implementation using Jira Assets.

Reporting & Analytics

• Develop dashboards and reports for operational and leadership teams.
• Create KPI tracking for:
  • SLA compliance
  • Ticket volumes
  • Change success rates
  • Customer satisfaction
• Generate custom reports using Jira Query Language (JQL).

Support & Governance

• Provide Level 3 support for Jira Service Management issues.
• Troubleshoot:
  • Workflow issues
  • Permission issues
  • Automation issues
  • Integration issues
• Ensure platform security, governance, and compliance requirements are met.
• Support upgrades, migrations, and platform optimization initiatives.

Required Skills

• Jira Service Management
• Jira Administration
• Automation for Jira
• ScriptRunner
• Groovy Scripting
• REST APIs
• JQL
• Confluence Integration
• Service Management

Desirable Skills

• MIM / Major Incident Management
• Change Management / Change Manager experience