ITSM Tool Administrator (JIRA Service Management)

Job Title: ITSM Tool Administrator (JIRA Service Management)
Location: Noida
Job Type: Full-time
Experience: 3-7 years

About the Role:
We are looking for an experienced ITSM Tool Administrator (JIRA Service Management) to manage, configure, and optimize our JIRA Service Management (JSM) platform. This role will be responsible for administration, process management, automation, and integrations to ensure seamless IT service delivery, asset management, and workflow automation.

Key Responsibilities:

JIRA Service Management Administration:

• Manage JIRA Service Management (JSM) configuration, workflows, automation rules, permissions, and customizations.
• Set up and maintain JIRA Service Desk projects, request types, SLAs, queues, and automation to improve ITSM processes.
• Administer JIRA Assets (Asset Management) module for tracking on-vehicle devices, software, workstations, and servers.
• Implement custom scripts using Groovy (Scriptrunner) or REST API for automation and integrations.
• Manage user roles, permissions, and security settings within JIRA.

ITSM Process Management & Optimization:

• Design, implement, and optimize ITSM processes such as Incident Management, Problem Management, Change Management, Service Request Management, and Asset Management.
• Work with IT and business stakeholders to define and refine workflows to enhance service efficiency.
• Configure and maintain service catalogs, knowledge bases, and SLAs to meet business needs.
• Ensure compliance with ISO 27001 security principles and IT governance frameworks.

Integration & Automation:

• Integrate JIRA Service Management with third-party tools like AWS, ELK (Elastic Stack), monitoring tools, CMDBs, and IT security solutions.
• Automate workflows using JIRA Automation, REST APIs, and Webhooks.
• Collaborate with DevOps teams to link JIRA with Azure DevOps, CI/CD pipelines, and cloud services.

Monitoring & Reporting:

• Configure and manage reports, dashboards, and SLA tracking for IT service performance.
• Identify trends and bottlenecks in service management processes and recommend improvements.

Support & Training:

• Provide training and documentation for IT teams and end-users.
• Troubleshoot JIRA-related issues and coordinate with Atlassian support when necessary.

Required Skills & Experience:

• 3-7 years of experience in JIRA Service Management Administration or similar ITSM tools.
• Strong understanding of ITIL v3/v4 frameworks and best practices for IT Service Management.
• Experience with JIRA customization, scripting (Groovy/Scriptrunner), REST APIs, and automation tools.
• Hands-on experience with JIRA Assets (CMDB/Asset Management Module).
• Experience in integrating JIRA with monitoring, logging, and cloud platforms (AWS, ELK, Azure DevOps).
• Strong analytical and problem-solving skills.
• Excellent communication skills to collaborate with IT, DevOps, and business teams.

Preferred Qualifications:

• Atlassian Certifications (ACP-100, ACP-420, or ACP-610) in JIRA Administration or ITSM.
• Experience in ISO 27001 compliance, IT Governance, and security best practices.
• Familiarity with Terraform, Kubernetes, and Infrastructure as Code (IaC) is a plus.
• Prior experience in Intelligent Transport Systems (ITS) or similar domains is an advantage.