jira service management

Location: Bangalore office

Work Mode - Hybrid

EXP 6 to 8 yrs

Shift: Night shift aligned with the Mexico time zone. Candidates must be comfortable working during Mexico business hours

JD:

We are looking for an experienced Jira Service Management (JSM) Consultant/Developer to support the design, development, configuration, testing, and deployment of Jira Service Management processes.

The consultant will work closely with business and IT stakeholders to understand existing service-management requirements, translate them into scalable Jira/JSM workflows, and implement solutions that improve operational efficiency, governance, and user experience.

The ideal candidate should have strong hands-on experience with Jira Service Management, Jira workflows, automation, request types, SLAs, queues, permissions, and process design, along with the ability to work independently in a fast-paced project environment.

Key Responsibilities

JSM Process Design

Analyze existing IT service-management processes and identify opportunities for improvement.

Design end-to-end Jira Service Management processes based on business and operational requirements.

Translate business requirements into JSM workflows, request types, forms, approvals, SLAs, queues, and automation.

Design processes for areas such as Incident Management, Service Request Management, Change Management, Problem Management, and Knowledge Management.

Define process flows, roles, responsibilities, escalation paths, and approval mechanisms.

Ensure processes follow ITIL-aligned service-management practices where applicable.

Jira/JSM Development & Configuration

Configure and customize Jira Service Management projects.

Create and manage:

Workflows and workflow schemes

Request types and request type groups

Custom fields and field configurations

Screens and screen schemes

Queues

SLAs and calendars

Approvals

Notifications

Automation rules

Permissions and project roles

Configure customer portals and optimize the end-user experience.

Implement automation to reduce manual activities and improve process efficiency.

Develop Jira expressions, automation logic, or scripting where required.

Configure integrations between Jira/JSM and other enterprise applications where applicable.

Testing & Deployment

Perform functional and integration testing of JSM configurations.

Develop test scenarios and support user acceptance testing (UAT).

Troubleshoot configuration and workflow issues.

Prepare deployment plans and documentation.

Deploy approved Jira/JSM configurations across environments.

Validate production deployments and resolve post-deployment issues.

Maintain appropriate configuration documentation and process artifacts.

Stakeholder Collaboration

Work with business users, IT teams, process owners, and technical stakeholders to gather requirements.

Conduct requirement-analysis and process-design discussions.

Provide recommendations on Jira/JSM best practices.

Explain technical solutions and process changes to non-technical stakeholders.

Support knowledge transfer and handover activities at the end of the engagement.

Required Skills & Experience

4+ years of hands-on experience with Jira/Jira Service Management or equivalent relevant experience.

Strong experience in Jira Service Management process design and implementation.

Hands-on expertise in Jira administration and configuration.

Strong knowledge of:

Jira workflows

JSM request types

Forms

SLAs

Queues

Approvals

Automation

Notifications

Permissions

Customer portals

Custom fields

Experience designing and implementing ITSM processes.

Understanding of Incident, Request, Change, Problem, and Knowledge Management processes.

Experience with Jira Cloud and/or Jira Data Center.

Strong troubleshooting and analytical skills.

Ability to independently convert business requirements into technical JSM solutions.

Good documentation and communication skills.

Experience working with geographically distributed or international teams.

Preferred Skills

Atlassian Jira Service Management certification or relevant Atlassian certification.

ITIL Foundation or equivalent ITSM knowledge.

Experience with Jira REST APIs and integrations.

Experience with ScriptRunner, Groovy, or other Jira scripting tools.

Experience integrating JSM with tools such as Microsoft Teams, Slack, email platforms, monitoring tools, CMDBs, or other enterprise systems.

Knowledge of Assets/CMDB functionality in Jira Service Management.

Experience with data migration or Jira project migration.

Experience creating dashboards and reports for service-management KPIs.