Jira Service Management (JSM) Developer / Administrator

As a JIRA Service Management Developer / Administrator at New Era Technology, you will be responsible for configuring and customizing JIRA Service Management and JIRA Software projects. Your role will involve collaborating with IT, DevOps, and business teams to enhance project visibility and streamline workflows. Here is a breakdown of your responsibilities: - **JIRA Service Management Configuration & Development:** - Design and configure JSM projects, request types, SLAs, and workflows. - Create dynamic forms with conditional logic and custom field behavior. - Build customer-friendly portals and help centers for support ticketing. - Develop custom dashboards and queues for support teams. - **Automation & Integration:** - Implement complex automation rules using ScriptRunner and native JIRA automation. - Integrate JIRA with tools such as Microsoft Teams, Azure DevOps, Confluence, Azure AD, etc. - Automate processes like ticket assignment, notifications, and escalations. - **JIRA Project Management:** - Create and manage JIRA Software and Work Management projects for IT, development, and business teams. - Configure boards (Scrum/Kanban), epics, stories, and task hierarchies. - Maintain governance standards: templates, permissions, naming conventions. - Enable agile best practices: sprint tracking, backlog grooming, and reporting. - **Administration & Governance:** - Manage user roles, permissions, and license allocations. - Perform regular audits and health checks; ensure platform hygiene. - Maintain comprehensive documentation of all configurations and changes. - **Stakeholder Collaboration:** - Liaise with ITSM leads, PMOs, developers, and support teams for requirement gathering. - Train users, leads, and stakeholders on dashboards, filters, reports, and best practices. - Act as the subject matter expert for JIRA-related problem-solving and process optimization. **Required Skills & Qualifications:** - 4+ years of hands-on experience with JIRA Service Management (Cloud or Data Center) - 2+ years of experience in JIRA Project Management (Software or Business) - Strong expertise in configuring workflows, automations, custom fields, permissions - Proficiency in JQL, ScriptRunner, and integration using REST APIs - Experience setting up agile boards (Scrum/Kanban) and managing project structures - Familiarity with ITIL/ITSM frameworks and Agile methodology - Excellent stakeholder communication, problem-solving, and documentation skills **Preferred (Nice to Have):** - Atlassian Certifications (ACP-120, ACP-610, ACP-620) - Experience with Confluence, Bitbucket, Azure DevOps, or Jenkins - Experience in tool migration (e.g., from ServiceNow, Zendesk, Remedy) - Exposure to advanced portfolio tools like Advanced Roadmaps or BigPicture - Experience conducting user training or leading JIRA adoption initiatives If you are looking to work in a growth-oriented environment and make an impact, New Era Technology is the place for you. Join us and be a part of a collaborative work culture that offers remote flexibility and exposure to cutting-edge projects across various domains. Apply now by sending your CV to madhava.mallela@neweratech.com.,