ITSM Platform Engineer

Madiff · United States · posted 689mo ago

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About this role

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