[Hiring] Jira Service Management Engineer @Photon

Role Description

We are looking for an experienced Jira Service Management Engineer to support the implementation and configuration of JSM solutions for the Sales & Marketing organization. The role will work closely with business stakeholders to understand their requirements, design appropriate Jira/JSM solutions, and configure the platform to support business processes and service management needs.

• Engage with Sales & Marketing stakeholders to understand business requirements.
• Analyze existing processes and translate requirements into Jira/JSM solutions.
• Configure Jira Service Management projects, workflows, request types, forms, queues, SLAs, and portals.
• Develop and maintain Jira automation to streamline business processes.
• Configure permissions, roles, notifications, screens, and issue types.
• Build and optimize JSM service request workflows based on business requirements.
• Perform testing and support UAT and production deployments.
• Troubleshoot Jira/JSM configuration and workflow issues.
• Maintain technical and functional documentation.
• Recommend improvements and Jira/JSM best practices to stakeholders.
• Collaborate with other Jira, ITSM, and technology teams when required.
• Provide ongoing support and enhancements to the Sales & Marketing JSM environment.

Qualifications

• 4–7+ years of experience working with Jira/Jira Service Management.
• Strong hands-on experience in JSM configuration and administration.
• Good knowledge of Jira workflows, schemes, issue types, screens, permissions, and notifications.
• Strong experience with JSM request types, forms, queues, SLAs, portals, and automation.
• Experience gathering requirements directly from business stakeholders.
• Ability to convert business requirements into technical Jira/JSM configurations.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Experience working in Agile environments.

Requirements

• Experience with JSM Assets.
• Knowledge of Jira REST APIs and third-party integrations.
• Atlassian/Jira certifications.
• Experience supporting Sales, Marketing, or other business-facing service management functions.
• Previous experience in a consulting or client-facing role.

Candidate Profile

The ideal candidate should be a hands-on JSM specialist who can independently work with business stakeholders, understand their requirements, and configure Jira Service Management accordingly. The candidate should have a combination of strong technical JSM expertise, business understanding, and stakeholder-facing communication skills.