Job description
This is a remote position.
We are looking for ITSM Platform Engineers to join a strategic transformation stream focused on building and optimising enterprise ITSM solutions within the Atlassian ecosystem. This is a hands-on role combining platform configuration, process design, automation, and governance across Jira Service Management environments.The role goes beyond administration and requires strong ownership of solution design, implementation, and continuous improvement of ITSM processes.
Responsibilities
Design and implement Jira Service Management projects including request types, workflows, queues, SLAs, and automation
Build and optimise ITSM processes such as Incident, Service Request, Problem, Change, and Release
Configure approval workflows and process models in Jira Service Management and Confluence
Administer user permissions, project configurations, and app governance
Maintain environments including development, testing, and production setups
Implement automation rules and integrate with external systems via APIs or webhooks
Support identity and access integrations with Azure AD / Entra ID and SSO
Build and manage CMDB structures using Jira Assets
Create dashboards and reports covering SLAs, backlog, trends, and KPIs
Support audit, compliance, and documentation requirements
Train and support internal users and stakeholders
Provide second-level support for the Atlassian platform
Requirements
Strong hands-on experience with Jira Service Management, Jira, and Confluence administration
Proven experience implementing ITSM processes including Incident, Request, Problem, Change, and Release
Good understanding of permission schemes, roles, and governance models
Experience with automation and integrations using REST APIs or webhooks
Strong understanding of structured, quality-driven process design
Experience building and managing Confluence knowledge bases
Strong communication skills and ability to translate business needs into technical solutions
Fluent English
Nice to have
Atlassian certifications such as ACP-420 or ACP-120
Experience with Jira Assets or CMDB modelling and service mapping
Familiarity with observability tools such as Opsgenie or Datadog
Experience with identity integrations such as Azure AD / Entra ID, SCIM, or SAML
Experience working in regulated or governance-heavy environments
Benefits
Solid, competitive salary
Work in a multinational environment on international projects
Comprehensive healthcare
Long-term B2B contract with a stable project pipeline
Remote work model
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.