JIRA confuence for ITSM

Position Summary

The School of Medicine and Public Health's (SMPH) Office of Informatics and Information Technology (IIT) is looking for an experienced ITSM Engineer/Business Analyst with expertise in Atlassian Cloud products (Jira Service Management, Jira Software, Confluence) to join our growing IT team.

The ideal candidate will have 4-7 years of experience working in IT Service Management (ITSM) environments, managing and optimizing ITSM tools, and implementing solutions to enhance service delivery. This role offers the opportunity to work with cutting-edge technology while collaborating with cross-functional teams to improve business processes and service management practices.

Required qualifications

Experience:

• 4-7 years of experience in ITSM engineering and/or business analytical role, with a focus on Atlassian Cloud products (Jira Service Management, Jira Software, Confluence, etc.).

Technical Expertise:

• Hands-on experience in Jira Service Management configuration and customization, including workflow design, SLA configuration, and automation rules.
• Strong understanding of ITIL frameworks and their application in ITSM processes.
• Experience in integrating Atlassian tools with other IT management systems.
• Solid understanding of system administration and application support.

Tools & Technologies:

• Proficiency in Atlassian products, particularly Jira, Jira Service Management and Confluence.
• Knowledge of integrations with third-party tools (e.g., monitoring systems, cloud platforms, API connectors, etc. ).

Problem Solving: Strong troubleshooting and problem-solving skills, especially in high-pressure environments.

Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.

Collaboration: Strong teamwork skills, with the ability to work across departments and with various teams to drive results.

Preferred Qualifications

• ITIL certification (Foundation or higher) is a plus.
• Experience with advanced Jira automation and scripting for customized workflows.
• Experience in Agile environments and using Jira Software in product development.

Key Responsibilities

Jira Service Management Administration:

• Configure, maintain, and customize Jira Service Management for ITSM processes including Incident, Problem, Change, and Request Management.
• Design and implement workflows, automation rules, SLAs, and reporting dashboards within Atlassian products.
• Optimize and manage integrations with other tools such as ServiceNow, monitoring platforms, and CMDBs (asset management).

Process Optimization:

• Analyze and improve ITSM workflows to ensure efficient service delivery aligned with industry best practices.
• Work with IT and business teams to assess and refine processes, ensuring compliance with ITIL frameworks.
• Ensure that best practices for service management are implemented and adhered to across the organization.

User Support & Training:

• Provide technical support and troubleshooting for end-users and teams utilizing Atlassian products.
• Create and deliver training materials to improve user adoption and proficiency with Atlassian tools.
• Serve as a subject matter expert in Jira Service Management, Confluence, and other related Atlassian Cloud tools.

System Integration and Automation:

• Design, implement, and maintain integrations between Jira Service Management and other ITSM tools, systems, and third-party applications.
• Leverage Atlassian s automation and scripting capabilities to streamline workflows and reduce manual tasks.

Reporting and Analytics:

• Develop and manage custom dashboards, reports, and performance metrics to track ITSM performance.
• Provide actionable insights from data to improve service delivery and operational efficiency.

Collaboration and Communication:

• Work closely with IT teams, business stakeholders, and product owners to gather requirements and implement changes.
• Participate in service improvement initiatives and deliver recommendations based on data analysis.