Associate JSM Administrator

The Associate Jira Service Management (JSM) Administrator is responsible for supporting, configuring, and maintaining Jira Service Management projects, queues, workflows, forms, and automation rules. This role ensures the JSM platform is optimized for efficient IT service delivery, ticket lifecycle management, and seamless user experience.

You will work closely with IT teams, business users, and process owners to enhance Jira s service capabilities through configuration, automation, and integration with other Atlassian tools and enterprise systems.

• Manage and configure Jira Service Management projects, request types, and forms.
• Set up SLAs, queues, and workflows based on ITSM processes (Incident, Request, Problem, Change).
• Maintain customer portals, request types, and approval flows.
• Manage user permissions, roles, and groups within JSM projects.
• Create and maintain custom fields, screens, and field configurations.

• Build and maintain automation rules for ticket routing, notifications, and updates.
• Assist in creating workflows, triggers, and post-functions to reduce manual efforts.
• Collaborate with the service delivery team to streamline ITSM processes.

• Design and maintain dashboards, reports, and filters for stakeholders and leadership.
• Support teams in tracking SLA performance, ticket volumes, and trends.

• Provide user onboarding and training for service desk agents and requestors.
• Maintain documentation for configurations, workflows, and best practices.
• Ensure compliance with change management and governance standards.

• Bachelor s degree in Information Technology, Computer Science, or a related field.
• 1 3 years of experience with Jira administration or ITSM tools.
• Knowledge of Jira Service Management configuration (projects, queues, SLAs, forms).
• Familiarity with JQL (Jira Query Language).
• Experience with automation rules and workflow customization.
• Understanding of ITIL / ITSM processes (Incident, Change, Request, Problem).
• Strong analytical and troubleshooting skills.