Atlassian CMDB/JSM Engineer

Job Summary:

We are seeking an experienced Atlassian CMDB/JSM Engineer to join our IT team. In this role, you will be responsible for configuring, customizing, and maintaining the Atlassian Jira Service Management (JSM) platform, specifically focusing on the integration of the Configuration Management Database (CMDB) within JSM. The ideal candidate will have hands-on experience with Atlassian tools, strong expertise in service management processes, and the ability to manage complex integrations to deliver high-quality service management solutions.

Key Responsibilities:

• Jira Service Management Configuration: Administer and configure Jira Service Management (JSM) to align with organizational service management processes. Customize workflows, queues, SLAs, and automation rules within the JSM environment.
• CMDB Management: Implement and maintain the Configuration Management Database (CMDB) in Atlassian, ensuring that all Configuration Items (CIs) are accurately tracked, updated, and aligned with ITIL best practices.
• System Integrations: Integrate CMDB with other IT service management tools and systems (such as monitoring tools, asset management solutions, etc.) to provide a holistic view of IT assets, incidents, and change management.
• Process Design & Optimization: Work with business stakeholders to design and improve service management workflows, ensuring they meet both operational and business requirements.
• Data Mapping & Analysis: Map out and manage data flows between JSM and CMDB, ensuring data accuracy, consistency, and completeness across platforms.
• Automation & Scripting: Use Atlassian automation tools and scripting (such as Jira Automation and Groovy scripting) to improve workflows, automate tasks, and streamline service requests and incidents.
• Incident & Change Management: Ensure seamless integration between JSM and other ITIL processes, including Incident, Problem, Change, and Release Management, to enable efficient service delivery.
• Reporting & Dashboards: Develop and maintain reports, dashboards, and metrics to track the health of the CMDB and service management operations, providing insights and performance analytics.
• Troubleshooting & Support: Provide technical support to users and other stakeholders, resolving issues with JSM, CMDB, or related integrations in a timely manner.
• Collaboration: Work closely with cross-functional teams, including IT operations, security, and development teams, to ensure the CMDB and JSM environment supports the organization’s service management objectives.
• Training & Knowledge Sharing: Provide training to internal teams on CMDB management, JSM best practices, and new functionalities. Share knowledge on how to optimize workflows and achieve better service management outcomes.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).