Software Development Engineer

 About The Role  

Project Role :Software Development Engineer

Project Role Description :Analyze, design, code and test multiple components of application code across one or more clients. Perform maintenance, enhancements and/or development work.
Must have skills :Agile Project Management

Good to have skills :NA
Minimum 5 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:We are seeking a motivated and detail-oriented Jira Service Management (JSM) Administrator/SME, to play a crucial role in optimizing IT service delivery and business support processes. This position requires deep expertise in JSM administration, robust Groovy scripting capabilities (especially within the JSM context using Script Runner), and a strong foundational understanding of Jira administration and agile methodologies. This role will provide technical leadership and guidance within the team, ensuring the effective configuration, maintenance, and operational management of Jira Service Management for seamless tool usage and enhanced end-user experience. Roles & Responsibilities:- Administer, configure, and maintain multiple Jira Service Management projects (both IT and Business-focused), including request types, portals, queues, SLAs, and knowledge base integrations (Confluence).- Design and implement complex workflows, schemes, custom fields, and permissions specific to JSM, ensuring optimal routing and resolution of service requests and incidents.- Develop, test, and deploy advanced Groovy scripts primarily using ScriptRunner for Jira (including ScriptRunner for JSM features) to automate JSM processes, enhance portal functionality, integrate with external service management tools, and address complex business requirements.- Provide expert-level support and troubleshooting for Jira Service Management-related issues, ensuring high availability and seamless operation of our service desks.- Collaborate extensively with IT support teams, service owners, business stakeholders, and end-users to gather requirements, provide technical guidance, and implement effective JSM solutions that align with ITIL principles.- Configure and manage JSM automation rules, ensuring efficient ticket routing, notifications, and adherence to service level agreements (SLAs).- Integrate Jira Service Management with other tools and systems (e.g., monitoring, asset management, CI/CD tools) using ScriptRunner, native integrations, or REST APIs.- Act as a Subject Matter Expert (SME) for Jira Service Management, advising on optimal configurations, new features, and best practices for ITSM.- Contribute to the continuous improvement of service delivery processes by identifying opportunities for automation and efficiency within the Jira ecosystem.- Assist in documenting the best practices and standard operating procedures for JSM administration and usage. Professional & Technical
Skills:

- Bachelors degree in computer science, Information Systems, or a related field.- 6+ years of progressive experience in IT industry with 2+ years focused specifically on JSM administration and support.- Strong foundational understanding of general Jira Software administration concepts.- Understanding of Agile frameworks (SAFe, Scrum, Kanban) and product lifecycle management.- Strong proficiency in Groovy scripting with extensive experience in developing, debugging, and optimizing scripts for Jira, specifically within the JSM environment using ScriptRunner.- Strong troubleshooting and analytical skills.- Demonstrated ability to take initiative, manage multiple technical priorities, and provide effective technical guidance within projects.- Good communication and interpersonal skills to effectively support users, collaborate with stakeholders, and provide technical explanations.
Additional Information:- Atlassian Certified Professional (ACP) certifications, especially ACP-JSM (Jira Service Management Administrator) and ACP-JA (Jira Administrator).- ITIL foundations- Jira Migration Experience- Unix Shell Scripting and Database knowledge Qualification 15 years full time education