Estamos buscando un Especialista en Jira Service Management altamente capacitado para supervisar, configurar y optimizar nuestra plataforma Jira Service Management, apoyando los procesos de ITSM (Gestión de Servicios de TI). El candidato ideal trabajará estrechamente con los equipos de TI y otros interesados para implementar flujos de trabajo, mejorar la entrega de servicios y asegurar que la plataforma se alinee con las necesidades organizacionales.
*******JOB DESCRIPTION********
Key Responsibilities:
* Platform Administration:
* Configure and maintain Jira Service Management (JSM) instances, including workflows, permissions, and custom fields.
* Manage service desks, SLAs, queues, and automation rules within the platform.
* Process Optimization:
* Work with stakeholders to design and implement ITIL-compliant workflows and processes.
* Identify opportunities to improve service delivery and user experience.
* Integration & Development:
* Integrate Jira Service Management with other tools (e.g., Confluence, Slack, monitoring tools, and third-party applications).
* Develop custom scripts and automation to streamline processes using Jira APIs and tools like Automation for Jira.
* Reporting & Analytics:
* Generate reports and dashboards to track key performance metrics (KPIs) and provide actionable insights.
* Continuously monitor platform performance and user feedback for improvements.
* Training & Support:
* Provide training and documentation for users and stakeholders on Jira Service Management functionalities.
* Act as a point of contact for troubleshooting and resolving technical issues related to Jira Service Management.
Qualifications:
* Bachelor’s degree in Computer Science, Information Technology, or a related field.
* 2+ years of experience administering Jira Service Management or other Atlassian tools.
* Familiarity with ITSM/ITIL frameworks and best practices.
* Strong knowledge of Jira Service Management, Jira Software, and Confluence.
* Experience with scripting languages (e.g., Groovy, Python, or JavaScript) for automation.
* Understanding of API integrations and REST APIs.
* Familiarity with IT infrastructure and ticketing systems.
Soft Skills:
* Strong analytical and problem-solving skills.
* Excellent communication skills to collaborate with both technical and non-technical teams.
* Ability to manage multiple tasks and prioritize effectively.
Preferred Skills:
* Atlassian certifications (e.g., ACP-100 Jira Administrator or ACP-400 Jira Service Project Administrator).
* Knowledge of cloud environments (e.g., Azure) and DevOps principles.
* Experience with agile methodologies and tools.
Work Environment:
* Hybrid work model
* Collaborative, fast-paced environment with a focus on innovation.
Compensation:
* 39.000 gross annual income
* Opportunities for professional development and certifications.